Re: ARERR 9351 - Need Help

[bruce sisk]

** Sorry...tried hard to include all the environment... We are running ITSM 7.0.3 Patch 8. -----Original Message----- From: Joe DeSouza Sent: Aug 19, 2009 3:45 PM To: arslist@ARSLIST.ORG Subject: Re: ARERR 9351 - Need Help ** Bruce,   What patch of the "ITSM Applications" (NOT ARS) are you guys on? I remember there used to be an issue with the ardbcQuery.dll with the early releases of ITSM 7 that used to result in that error.   I am not sure which patch resolved that problem. I'm pretty sure it was either Patch 3 or above though.   Joe From: bruce sisk <siskbr...@peoplepc.com> To: arslist@ARSLIST.ORG Sent: Wednesday, August 19, 2009 2:20:08 PM Subject: ARERR 9351 - Need Help Hello, We are experiencing a problem with our mid-tier users in that they get a 5-10 minute screen lock whenever they try to access the Incident management Console by clicking the link on the Home page.  When the screen finally unlocks, they get the error: Unable to setup data connection, which is preventing the application from working correctly. (ARERR 9351) Environment: ARS 7.1 Patch 7 Oracle 10 (remote server) Mid-tier 7.1 patch 7 (2 remote servers running Tomcat and IIS6 with a load balancer) Users are browsing with both IE 6 and 7.  We get the error in both. The problem is intermitent...not everyone is having the problem...those who have it don't have it all the time. Done so far: Have researched the issue on Remedy's KB...not much information. Have researched the issue on ARSList...several postings, but no solutions. Have opened an issue with Remedy support...we seem to just be sending them log files. Have tried to turn on client side logging for users having the issue...with logging turned on (setting through Preferences form), the issue completely goes away. Server side logging does not reveal any issues or errors. Have downloaded and installed Fiddler (a suggestion from the ARSList postings)...again, while logging through Fiddler, the issue completely goes away. Have downloaded and installed Firefox 3.5 the issue goes away. Some things we CAN'T do: IE is the "official" browser for this company, so Firefox is NOT an option. The Workflow logging window that opens with client side remedy logging is irritating people so that can't be considered a permanent solution. This is a plea for any insight or solutions from those who have had this issue in the past and what you did to resolve it. Thanks, Bruce Sisk BFS Enterprises ________________________________________ PeoplePC Online A better way to Internet http://www.peoplepc.com _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ ________________________________________ PeoplePC Online A better way to Internet http://www.peoplepc.com _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_