Hi All !
My sad history.. for other customers.. and for CA support managment team..
26.01.2011 16:14 SUPPORT PORTAL
Entered by Support Portal User SERGEY FEDOROV
Hello mr. Lewis !
1. Please commit about you can not help for this case..
2. Please send me contacts with your managment team
Regards, Igor Matukin
26.01.2011 15:37 DAVID LEWIS
Hello Igor,
As part of the EPAgent guide, CA provides the following default plugins:
solaris/diskStats.pl . . . . . . . . . . . . . . . . . . 28
windows/processAvailability.pl AND solaris/processAvailability.pl . . . 28
windows/diskStats.pl . . . . . . . . . . . . . . . . . . 29
apacheLogReader.pl, weblogicLogReader.pl, and websphereLogReader.pl . 30
httpSvcAvailability.pl . . . . . . . . . . . . . . . . . . 31
kstat.pl . . . . . . . . . . . . . . . . . . . . . . 32
iisLogReader.pl . . . . . . . . . . . . . . . . . . . 33
Please test with one of these, relevant to your system. If you see the
memory leak with one of these, please send the heap dump.
If any of those cause a memory leak, I will be happy to raise the issue
with engineering.
CA Support can only support officially tried and tested scripts. This is
why I continue to make a distinction between our scripts and your scripts.
Your errors relate to your own scripts.
I do believe that using cygwin is essential to using your scripts, having
read through them, since the excerpt from Process Explorer mentions
processes like grep, which won't be in a standard Windows installation.
So, I will do the following:
1) Make sure that my management is aware of the situation. I can ask them
to contact a suitable account representative for you, as this will be a
good way to discuss the involvement of Professional Services.
If you send me details of problems with one of the above default plugins,
I will review that data, but we will not be reviewing data from your
custom scripts.
I'm sorry if you do not agree with our procedure but we will endeavour to
find help for you within the whole organisation.
Kind regards,
David
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26.01.2011 15:10 SUPPORT PORTAL
Entered by Support Portal User SERGEY FEDOROV
Hello mr. Lewis !
The Bank has no problems with "own scripts"..
The Bank has a problems with Introscope EPagent orphaned cmd processes.. e.g.
memory leaks..
I am writing to you about these problems from the my first post on
04.01.2011..
But you are talking all the time about problems with "own scripts"..
Once again, we have no problem with "own scripts".. "own scripts" works fine..
According to the documentation "own scripts" can be used.. And again, the
Bank has no problems with "own scripts".. Bank has a problems with Introscope
EPagent orphaned cmd processes.. e.g. memory leaks.. Are you understand me ?
If you can not understand scripts syntax and "believe it is still the result
(problems) of you using your own scripts" you can contact with other more
experienced colleagues.. And you had to do it the first day rather than
contend with the customer.
I am am happy to put you in touch with my management team if you believe
that
there is a support issue to be answered
Please, do it. Please, give me please contact your management team.
Have you had any luck with contacting Professional Services, for example?
Please, give me please contact the Professional Services.
Regards, Igor Matukin
26.01.2011 14:20 DAVID LEWIS
Hello Igor,
I can confirm I have received the data but I believe it is still the result
of you using your own scripts.
I will take a quick review of this but if you are demonstrating the problem w
ith your own scripts, I do not believe that we can offer further assistance.
I am happy to put you in touch with my management team if you believe that
there is a support issue to be answered.
It may be that CA Support cannot help but another department can. Have you
had any luck with contacting Professional Services, for example?
Kind regards,
David
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25.01.2011 09:35 SUPPORT PORTAL
Entered by Support Portal User SERGEY FEDOROV
Hi David !
Please confirm that you have received all necessary information..
Regards, Igor Matukin
21.01.2011 21:40 SUPPORT PORTAL
Entered by Support Portal User SERGEY FEDOROV
Hi David !
Please, see file attachments..
1. epagent_custom_plugins.zip - epagent custom plugins,
installed to C:\Program Files\CA
Wily\Introscope9.0.5.0\epagent\epaplugins\custom)
2. epagent_procs_screenshots.zip - screenshots for demonstration orphaned
processes problem
3. jvisualvm_dumps_0x.zip - Java VisualVM application snapshots and heap
dumps
4. winperfmon_log.zip - Windows performance counters log (ids and private
memory counters) for java processes..
5. epagent_properties_n_log.zip - IntroscopeEPAgent.properties and
IntroscopeEPA.log files
(located to C:\Program Files\CA Wily\Introscope9.0.5.0) You can find errors
in IntroscopeEPA.log file..
For example: 1/21/11 11:48:16 AM MSK [ERROR] [EPAgent.EPAgent WinPerfDisk]
The stateless plugin 'WinPerfDisk' has timed out.
You can find my post from 05.01.2011 12:12
I wrote: "..The plugins response time is small.. and equal for 2-3 seconds.."
You can simply check it.. (run plugin as standalone script from command line)
7. epagent_cmd_output.zip - epagent command line output..
Regards, Igor Matukin
P.S.
Some custom plugins can be use
- cygwin (v1.7.5, latest version 1.7.7, it is not important I think) tools,
you can dowload/install (to C:\Cygwin) from
http://www.cygwin.com
- Commandline Calculator V1.10, by R.L. Veldt, you can dowload/install (to
C:\Tools) from
http://shareware.pcmag.com/free/Calculators-for-math-finance-etc/cc110zip/1867
.html
You can also dowload/install usefull Sysinternals tools.. (such as
ProcessExplorer etc.)
from
http://technet.microsoft.com/en-us/sysinternals/bb545027
Regards, Igor Matukin
21.01.2011 21:33 SUPPORT PORTAL
Entered by Support Portal User SERGEY FEDOROV
A file was uploaded to the SFTP server:
sftp://supportftp.ca.com/0912550/19955536-01/files_from_customer
File name: epagent_properties_n_log.zip
21.01.2011 21:33 SUPPORT PORTAL
Entered by Support Portal User SERGEY FEDOROV
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File name: winperfmon_log.zip
21.01.2011 21:32 SUPPORT PORTAL
Entered by Support Portal User SERGEY FEDOROV
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File name: jvisualvm_dumps_03.zip
21.01.2011 21:30 SUPPORT PORTAL
Entered by Support Portal User SERGEY FEDOROV
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File name: jvisualvm_dumps_02.zip
21.01.2011 21:25 SUPPORT PORTAL
Entered by Support Portal User SERGEY FEDOROV
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21.01.2011 21:21 SUPPORT PORTAL
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File name: epagent_procs_screenshots.zip
21.01.2011 21:21 SUPPORT PORTAL
Entered by Support Portal User SERGEY FEDOROV
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File name: epagent_custom_plugins.zip
21.01.2011 14:09 SUPPORT PORTAL
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File name: Email_2011_1_5_6_17_35.txt
20.01.2011 20:24 DAVID LEWIS
Hello Igor,
Please show me your configuration using a script that we, CA, supply to
demonstrate the memory leak.
By this, I mean the plugins that you are using. In the
IntroscopeEPAgent.properties you have sent me, you are referencing your
BaN..bat files.
If I try to run your scripts, I will also have to install cygwin, and
possibly other tools.
Also supply a logfile with this, so I can tell the exact version of Java
(32 or 64-bit) and the particular OS.
In that situation, I will happily reproduce your setup here, and, provided
that we see the same results, I will escalate to our engineering team
rapidly.
Are you able to take a heap dump of the EPAgent process so you can see what
is consuming so much memory?
Are you monitoring the leak using the GC Heap information in Introscope or
another tool?
You can use something like visualvm, which is part of the 1.6 Sun Java JDK
to take a heap dump on Windows.
Just to let you know, this is a link to our technical support guidelines.
https://support.ca.com/phpdocs/0/common/techsupp_policy.pdf
Section 5 mentions the areas that we may not be able to help in, including
code written by yourself.
In which case, if the memory leak is with our code, we will happily work to
resolve it.
If the memory leak could be introduced by your scripts, we cannot guarantee
that we could resolve that for you.
Regards,
David
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20.01.2011 18:11 SUPPORT PORTAL
Entered by Support Portal User SERGEY FEDOROV
Hello David !
Please confirm if you are interested in me asking our product management to
consider us supplying a Java Service Wrapper with the EPAgent..
Yes, it is very intresting.. for any customer.. Wrapp application as windows
service or unix daemon is good and common practice for monitoring agents..
Regards, Igor Matukin
20.01.2011 17:59 SUPPORT PORTAL
Entered by Support Portal User SERGEY FEDOROV
Hello David !
A customer can write any script that they like, and indeed use any script
found on our community sites, or written by our technical consultants...
However, those scripts do not go through any testing by our own engineers,
so we do not know what effect they will have
Ok, you are right, in general.. But what about dummy scripts such as echo 123
etc. ?
Should these scripts be tested also or no :-) ?
Ok, how we can get confirm from your engineers about customer scripts ?
I mean have we or not errors in customer scripts in your engineers opinion..
Is it action for me or for you ? Shoud I open new case for confirmation from
you engineers about echo 123 script ? Can you send our scripts for your
engineers without many speaking ?
David, we have strongly defined memory leaks in EPA agent.. not in customer
scripts..
We can reproduce problem in real time.. What is problem ?!
Regards, Igor Matukin
20.01.2011 16:55 DAVID LEWIS
Hello Igor,
I'm sorry that you have not had the responses you expect from this issue.
I did not see all of your updates to the issue so I have not spent 20 days
looking at your one particular issue.
When opening the issue, from what I read, it says that you had an issue
with using the Java Service Wrapper only.
Further to your comments about support of EPA scripts:
This is again a question about support.
I have to determine what issues can be addressed by technical support, what
issues may need other CA departments to respond to, and what issues may be
related to 3rd party problems.
A customer can write any script that they like, and indeed use any script
found on our community sites, or written by our technical consultants. That
is not my point.
However, those scripts do not go through any testing by our own engineers,
so we do not know what effect they will have.
This is why we cannot provide support for custom scripts, as we have no
idea how they behave, especially in loaded environments.
I am researching this with our management to provide an official statement
for this.
In terms of engaging Professional Services, this is normally done through
contacting your CA Account Manager.
Since you have direct access to our support portal, I am assuming you
purchased the product directly from us. If you purchased the product from a
reseller, it could be that the reseller has their our Account Manager who
could assist you further.
Please confirm if you are interested in me asking our product management to
consider us supplying a Java Service Wrapper with the EPAgent. A response
on this can take months, so I cannot give you any date on feedback for this.
Regards,
David Lewis
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20.01.2011 15:18 SUPPORT PORTAL
Entered by Support Portal User SERGEY FEDOROV
Hi David !
I think to comment on this issue..referencing a lot of other batch
files in order to get metrics.
David, are you think about it about 20 days ? You could write me about this
much earlier..
We can exclude a lots of metrics and leave a few metrics only and I did it..
This is not the default configuration and looking into the batch files that
have been written by you, that is where all of the processes are coming
from.
Why ?! Is it your personal or official opinion ? Can you give me links to
official documentation ?
"Environment Performance Agent Guide" (1) p. 9 - "The CA Wily Introscope
Environment Performance Agent (EPAgent) integrates metric data from non-Java
sources into Introscope"
We cannot provide support for scripts written by yourself..
I am sorry, mr. Lewis.. we speaking about Introscope EPA agent memory leaks..
Our simplest scrips works fine.. without any problems..
Ok, according to your opinion, customer can use only those scripts/programms
that are included in the default Introscope EPA agent distribution. Am I
right ? But, according p. 11 in (1):
"..EPAgent can receive text from any executable entity in a subprocess
(including compiled applications), the most flexible approach is to use a
scripting environment such as Perl, KornShell.."
In normal support, if engineer can not help for customer, this engineer
should forward case to more experienced engineer or service.. For 20 days
case leaving we have nothing.. You was supposed to write about it on the
second day..
Please, write me again you official commit about customer can not write user
defined programms/scripts for EPA Agent plugin and shoud use only
programms/scripts are included in Introscope EPA agent distribution.
14.01.2011 13:41 DAVID LEWIS
..I will raise an enhancement request for EPAgent to be provided with
supported Java Service Wrapper and that is all we can offer at this stage
What about it ?
We cannot provide support for scripts written by yourself but our
Professional Services team work on this..
Please, give me contacts for this Professional Services team..
Regards, Igor Matukin
20.01.2011 14:26 DAVID LEWIS
Hi,
I think to comment on this issue, if you look at your
IntroscopeEPAgent.properties file, it is referencing a lot of other batch
files in order to get metrics.
#################################
# Stateless Plugins
#------------------
introscope.epagent.plugins.stateless.names=BaNCSLogonCheck,BaNCSConnCount,Ba
NCSHostRespTime,BaNCSLinkDBRespTime,WinPerfCPU,WinPerfMemory,WinPerfDisk,Win
PerfNerwork,MSSQLPerf
introscope.epagent.stateless.BaNCSLogonCheck.command=./epagent/epaplugins/cu
stom/BaNCSLogonCheck.bat
introscope.epagent.stateless.BaNCSLogonCheck.delayInSeconds=30
introscope.epagent.stateless.BaNCSConnCount.command=./epagent/epaplugins/cus
tom/BaNCSConnCount.bat
introscope.epagent.stateless.BaNCSConnCount.delayInSeconds=30
introscope.epagent.stateless.BaNCSHostRespTime.command=./epagent/epaplugins/
custom/BaNCSHostRespTime.bat
introscope.epagent.stateless.BaNCSHostRespTime.delayInSeconds=30
introscope.epagent.stateless.BaNCSLinkDBRespTime.command=./epagent/epaplugin
s/custom/BaNCSLinkDBRespTime.bat
introscope.epagent.stateless.BaNCSLinkDBRespTime.delayInSeconds=30
introscope.epagent.stateless.WinPerfCPU.command=./epagent/epaplugins/custom/
WinPerfCPU.bat
introscope.epagent.stateless.WinPerfCPU.delayInSeconds=30
introscope.epagent.stateless.WinPerfMemory.command=./epagent/epaplugins/cust
om/WinPerfMemory.bat
introscope.epagent.stateless.WinPerfMemory.delayInSeconds=30
introscope.epagent.stateless.WinPerfDisk.command=./epagent/epaplugins/custom
/WinPerfDisk.bat
introscope.epagent.stateless.WinPerfDisk.delayInSeconds=30
introscope.epagent.stateless.WinPerfNerwork.command=./epagent/epaplugins/cus
tom/WinPerfNetwork.bat
introscope.epagent.stateless.WinPerfNerwork.delayInSeconds=30
introscope.epagent.stateless.MSSQLPerf.command=./epagent/epaplugins/custom/M
SSQLPerf.bat
introscope.epagent.stateless.MSSQLPerf.delayInSeconds=30
This is not the default configuration and looking into the batch files that
have been written by you, that is where all of the processes are coming
from.
We cannot provide support for scripts written by yourself but our
Professional Services team work on this sort of thing all of the time.
If there are scripts missing from the original installation, we can ask for
product enhancement that the files may be available by default.
Please let us know how we could help you further with this?
Kind regards,
David Lewis
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14.01.2011 14:07 SUPPORT PORTAL
Entered by Support Portal User SERGEY FEDOROV
05.01.2011 14:16 SUPPORT PORTAL
Entered by Support Portal User SERGEY FEDOROV
Hello David !
New and significant information..
I run EPAgent as interactive process from command line (epagent_start.bat..
see attached archive 19955536-1.zip)..
And we have same problems such as run EPAgent as windows sevice..
...
wyisc_environment_performance_agent9.0.5.0.pdf
(Environment Performance Agent Guide)
Running the EPAgent
The EPAgent can be run as either a standalone .jar file, or a Java
application.
To run the EPAgent as a standalone .jar file:
Run a Java command-line with the appropriate -jar flag, as in:
java -jar <Introscope_Home>/lib/EPAgent.jar
To run the EPAgent as a Java application:
Add the EPAgent files to the appropriate classpath as in the following
example:
java -classpath "<Introscope_Home>/lib/EPAgent.jar"
com.wily.introscope.api.IntroscopeEPAgent
epagent_start.bat contents..:
@ECHO OFF
SET JAVA_HOME=C:\Program Files\Java\jre6
SET PATH=%PATH%;"%JAVA_HOME%\bin"
SET ISCP_HOME=C:\Program Files\CA Wily\Introscope9.0.5.0
SET EPA_CONF="%ISCP_HOME%\IntroscopeEPAgent.properties"
SET EPA_JAR="%ISCP_HOME%\epagent\lib\EPAgent.jar"
java -Dcom.wily.introscope.epagent.properties=%EPA_CONF% -classpath %EPA_JAR%
com.wily.introscope.api.IntroscopeEPAgent
14.01.2011 13:57 SUPPORT PORTAL
Entered by Support Portal User SERGEY FEDOROV
Hello mr. Lewis !
As stated in my last response, we have same errors also in supported
environment..
Are you reading my first message only ? Can you read my ALL messages ?
Regards, Igor Matukin
14.01.2011 13:41 DAVID LEWIS
Hello,
As stated in my first response, your environment is not supported so any
errors you see are most likely a result of this.
If you are seeing any problems with running a supported configuration,
please raise that issue.
I will raise an enhancement request for EPAgent to be provided with
supported Java Service Wrapper and that is all we can offer at this stage.
David Lewis
CA Support
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14.01.2011 09:35 SUPPORT PORTAL
Entered by Support Portal User SERGEY FEDOROV
Environment profile related data not found!
14.01.2011 09:35 SUPPORT PORTAL
Entered by Support Portal User SERGEY FEDOROV
Hello mr. Lewis !
We have no any response from you about 10 days (from 04.01.2011) about case
"19955536-1: EPA ORPHANED (CMD) PROCESSES"..
Regards, Igor Matukin, B&N Bank, Russia
Tel.: +7 495 7555060 ext. 2983
05.01.2011 14:16 SUPPORT PORTAL
Entered by Support Portal User SERGEY FEDOROV
Hello David !
New and significant information..
I run EPAgent as interactive process from command line (epagent_start.bat..
see attached archive 19955536-1.zip)..
And we have same problems such as run EPAgent as windows sevice..
C:\Program Files\CA Wily\Introscope9.0.5.0>grep ERROR IntroscopeEPA.log
...
1/05/11 01:53:49 PM MSK [ERROR] [EPAgent.EPAgent MSSQLPerf] The stateless
plugin 'MSSQLPerf' has timed out.
New timeout settings
(introscope.epagent.config.stalledStatelessPluginTimeoutInSeconds=60) has no
effect..
Regards, Igor Matukin
05.01.2011 12:12 SUPPORT PORTAL
Entered by Support Portal User SERGEY FEDOROV
Hello David !
I find property stalledStatelessPluginTimeoutInSeconds..
# Time period in seconds that a stateless plugin is allowed to run before it
# is considered stalled and forcefully killed. If commented out or left
unconfigured
# the default is 60 seconds. A value of zero will prevent stalled plugins from
# being detected and killed.
#
introscope.epagent.config.stalledStatelessPluginTimeoutInSeconds=60
But why timeouted child process does not killed ?
I find message
"1/05/11 11:07:23 AM MSK [INFO] [EPAgent.EPAgent WinPerfMemory] Plugin
WinPerfMemory is stopping..."
in log file.. And, really, orphaned child process exists.. not killed..
I will try increase "delayInSeconds" property for plugins up to 60 sec and
monitor EPAgent processes..
The situation is strange .. you can run user defined plugins manually.. The
plugins response time is small.. and equal for 2-3 seconds
Regards, Igor Matukin
05.01.2011 12:07 SECURE SERVER
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05.01.2011 11:43 SUPPORT PORTAL
Entered by Support Portal User SERGEY FEDOROV
Hello David !
I have significant information about this case problem..
I use DEBUL level for trace EPAgent work and find errors
"1/05/11 11:07:23 AM MSK [ERROR] [EPAgent.EPAgent WinPerfMemory] The
stateless plugin 'WinPerfMemory' has timed out"
in log file.. And we have orphaned plugin cmd process in this case..
And my questions:
1. Is it this sutiation is normal ? Why timedout cmd process do not
terminated by parent process ?
2. What is it time for plugin ? Can we manage (increase) this time ?
Regards, Igor Matukin
05.01.2011 09:51 SUPPORT PORTAL
Entered by Support Portal User SERGEY FEDOROV
Hello David !
At this stage, we could only suggest raising an enhancement request such
that running the EPAgent as a Windows service is officially supported.
Please, do it.. Another ways for running EPAgent declared in "Environment
Performance Agent Guide Version 9.0" (p. 25) such as
- The EPAgent can be run as either a standalone .jar file, or a Java
application
- To run the EPAgent as a Java application
have requirements run EPAgent only as interactive application from
interactive logged user or needs third party software..
Wrapper for application as windows service or unix daemon is good and common
practice for monitoring agents..
Regards, Igor Matukin
04.01.2011 17:43 DAVID LEWIS
ISSUE IS NO LONGER PENDING VIA TECHNICIAN'S ACTION
04.01.2011 17:43 DAVID LEWIS
ISSUE IS NOW PENDING VIA TECHNICIAN'S ACTION
04.01.2011 17:42 DAVID LEWIS
Next Action: Customer to verify solution Due Date:01072011 NY time
04.01.2011 17:42 DAVID LEWIS
Hello Igor,
The running of the EPAgent on a Windows service is not supported. We
provide guidelines on how it can be achieved but are not able to help with
any issues encountered.
At this stage, we could only suggest raising an enhancement request such
that running the EPAgent as a Windows service is officially supported.
Kind regards,
David Lewis
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imatukin@msk.binbank.ru SOLUTION OPSYS: NONE
04.01.2011 17:07 SUPPORT PORTAL
Entered by Support Portal User SERGEY FEDOROV
A file was uploaded to the SFTP server:
sftp://supportftp.ca.com/0912550/19955536-01/files_from_customer
File name: 19955536-1_02.zip
04.01.2011 16:53 DAVID LEWIS
Next Action: Contact Customer Due Date:01062011 NY time
04.01.2011 16:40 DAVID LEWIS
CALL 1-005 FROM CAI TO CLIENT CALLBACK
Analyzing logs
04.01.2011 14:42 SUPPORT PORTAL
Entered by Support Portal User SERGEY FEDOROV
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sftp://supportftp.ca.com/0912550/19955536-01/files_from_customer
File name: 19955536-1.zip
04.01.2011 14:42 SUPPORT PORTAL
Entered by Support Portal User SERGEY FEDOROV
A file was uploaded to the SFTP server:
sftp://supportftp.ca.com/0912550/19955536-01/files_from_customer
File name: 19955536-1.zip
04.01.2011 12:30 SUPPORT PORTAL
Entered by Support Portal User SERGEY FEDOROV
Product: CA Wily Introscope - MULTI-PLATFORM Release:9.05
04.01.2011 12:30 SUPPORT PORTAL
Entered by Support Portal User SERGEY FEDOROV
We (B&N Bank) have problems with processes managed under EPA agent..
Often we have orphaned batch (cmd) files runned from EPA agent.. (we can see
these cmd processes by use sysinternals process explorer tool)
The problem can be reproduced and monotored at real time..
The problem occured only if EPA agent java process wrapped as NT service (
free Java Service Wrapper 3.5.6 used). The problem was not occured if we run
EPA agent java process interactively from command line.. We can send
additional technical information about this problem.. (processes list, batch
files, EPA conf file..etc.) Java and Java Service Wrapper updates are not
resolve this problem.