CA Service Management

  • 1.  CA SDM secondaries problem

    Posted Apr 19, 2017 04:05 PM

    Hello community,

    one of my customers are still on old good CA SDM 12.7 CP2, they have Primary server and 2 Secondaries, each server have domsrvr and webengine all that stuff balanced via single web director, but from this week they are facing few problems that can be resolved only by recycling SDM service:

     

    1. objects lock:

    Trying to update object (ticket typed or simple like contact or rootcause) causes system lock which is not presented in system locks list, displayed errors are different from regular "Ticket locked by <CONTACT>. Phone, etc..." up to "Reject set_val for <PERSID>; pre_val triggers already in progress";

     

    2. unable to login:

    Another problem is that users can't login to the system, accessing SDM via URL causes infinite loading, tried to access via IIS (default) or tomcat from port 8080. But users that already logged in can use service without any problems, create and update objects, refresh pages. I checked stdlogs but no errors appeared.

     

    Any suggestions?

     

    PS: Upgrade to 12.9 were planned on 2015 but we they are still on 12.7.



  • 2.  Re: CA SDM secondaries problem

    Posted Apr 19, 2017 04:37 PM

    hi cdtj

     

    the issue u mentioned here is the same which we faced also for our one of

    the client who uses sdm heavily.

     

    Sdm was 12.6 . We added another webengine also to divide the users load as

    there were huge login session at a time ...Approx 200+ on each webengine .

    ...But still the issue didn't solve and users were unable to login or was

    taking long time to login...However those who already logged in can able to

    do work .

     

    We multiple times recycle the service sometimes it fixed sometimes takes

    time..Later on we remove eem authentication and give open access to all....

    After that we came to.knoe that the problem is with ldap authentication .

    As the sdmlogin method is like once the first user not login to interface

    the second one will not login until the first one login ....N so on.....As

    it work on serially login method.

     

    However we found on eem that there was one forest was not configured which

    causes the issue.. how ever we fixed it...And sdm was perfect for somedays

    with eem authentication .

     

    But after some days same thing was happening again.and when we remove eem

    it got ok....We were in a big problem during those days as CA was also not

    supporting as the sdm 12.6 is outdated.

     

    And we cannot leave this on open access..Then later on we open a case on

    Microsoft Windows to look into windows patch and apply necessary patch if

    needed as the OS was 2008. Mircorsoft also advised us to update perl58.dll

    file of sdm directory . We somehow tried hard to.get the support of CA on

    this and finally succeeeded and got.this.

     

    After this our issue resolved permanently .

     

    So I suggest to.first look into it eem and check whether any forest is

    showing cross sign or not..Try to update it with latest password if not

    configured.

     

    Also try to use open access for all role so then u can sure where is there

    problem exactly.

     

     

    .

     

    On 20-Apr-2017 1:06 am, "cdtj" <communityadmin@communities-mail.ca.com>



  • 3.  Re: CA SDM secondaries problem

    Posted Apr 20, 2017 04:34 AM

    Thank you very much for detailed reply, good experience. Before implementing secondaries we had only primary server with up to 1000 session due to high hours but overally it worked well. I'll try to implement CA EEM in our test server.

     

    Do you have any additional info about reasons to update Perl's lib?

     

    Regards,

    cdtj



  • 4.  Re: CA SDM secondaries problem

    Posted Apr 20, 2017 07:00 AM

    hi cdtj

     

    Microsoft said that the system (OS) is outdated, and experience different Kernel faults by the applications such as CA and DLDriverTdi0.sys drivers.

     

    • E:\Program Files (x86)\CA\Service Desk Manager\bin\perl58.dll has caused an access violation exception (0xC0000005) when trying to execute instructions from a non-executable address at memory location 0x01534d56 on thread 8
    • In 020317-13306-01.dmp the instruction at DLDriverTdi0+398e0 caused a kernel BugCheck D1 with the following details:DRIVER_IRQL_NOT_LESS_OR_EQUAL (d1)An attempt was made to access a pageable (or completely invalid) address at aninterrupt request level (IRQL) that is too high. This is usually caused by drivers using improper addresses. If kernel debugger is available get stack backtrace.Arg1: 0000000000000000, memory referenced Arg2: 0000000000000002, IRQL Arg3: 0000000000000008, value 0 = read operation, 1 = write operation Arg4: 0000000000000000, address which referenced memory, Please ensure the latest version of DLDriverTdi0.sys is installed: add image version/date/vendor info, and logic to suppress this recommendation when appropriate.

     

     

    The response from Microsoft points to memory exceptions caused by perl58.dll and DLDriverTdi0.sys and their recommendation is that we install the latest versions of those files.

    Perl58.dll and DLDriverTdi0.sys are used by the CA and Device Lock applications respectively. They advised us to update the versions. Also we run the updates on the OS.

     

     

    Why are you going for eem if u have one AD synchronized with sdm? in my case we have multiple ad's. 

     

    So according to my experience which we faced. I advise u to run update on OS and get try to the latest file as stated above. 

     

    Or to go for upgrade of sdm and OS so you will also have CA support.

     

    Thanks