Re: ARERR 9351 - Need Help
Bruce,
We are having the same exact problem, a lot of the times the users dont even
get the error, it just locks up their screen. Here are differences between our
envs we are on:
- ITSM 7.0.3 patch 7.
- we are using Weblogic instead of Tomcat., however in the next two weeks we
are switching over to Tomcat.
And when they use Firefox or IE with Fiddler on, the problem goes away. One
thing we tried is that if we use IE with Fiddler on but disble the fiddler
option to Ignore Certificate Errors, our end users starts to hang again.
We do have a ticket open with Microsoft and they are currently looking into the
problem as well.
Also, BMC has said to me in the past that in order to get rid of the 9351
errors you need to flush your cache:
- first try the end users browers cache (have them do it manually)
- if still have problems then flush the mid tier cache
Weve done that...and most of the 9351 errors have gone away, but the end users
still hangs to the point where they either have to kill the ie process or
reboot their machines.
If we find a solution, I will let you know.
Thanks,
Rich
--- On Wed, 8/19/09, bruce sisk siskbr...@peoplepc.com wrote:
From: bruce sisk siskbr...@peoplepc.com
Subject: Re: ARERR 9351 - Need Help
To: arslist@ARSLIST.ORG
Date: Wednesday, August 19, 2009, 6:40 PM
**
#yiv147925578 {font-family:Geneva, Arial, Helvetica,
sans-serif;font-size:9pt;background-color:#ff;color:black;}#yiv147925578
p{margin:0px;}
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
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Re: ARERR 9351 - Need Help
Todd, Thanks for the update...I did forward your email to my BMC support person and they wrote back the following: I researched Todd’s issue and they were on MT 7.1 no patch and the hot fix they received was rolled into 7.1 p3 So I dont think the fix you supplied here will help us, since Bruce and I are already on Patch 7. I definitely dont have time to test it out, but Bruce if you do try Todd's steps please let me know what the results are. Thanks again Todd for the information. Thanks, Rich --- On Thu, 8/20/09, Arner, Todd tar...@glhec.org wrote: From: Arner, Todd tar...@glhec.org Subject: Re: ARERR 9351 - Need Help To: arslist@ARSLIST.ORG Date: Thursday, August 20, 2009, 9:15 AM ** We had 9351 error problem back in January 2008. Below is how BMC had us resolved it. Not sure if it applies to your situation but thought it might help. Todd Arner Message from BMC: For the problem with the 9351 error, BMC is requesting that you follow below procedure in order to fix the problem. Seems there's a defect. Can you please use the attached file to disable the Java API and enable the C RPC layer? To install this: 1) Stop the Midtier web app server 2) Drop the attached file into the Midtier WEB-INF/classes directory 3) Restart Midtier's web app server From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rich Gustavson Sent: Thursday, August 20, 2009 8:01 AM To: arslist@ARSLIST.ORG Subject: Re: ARERR 9351 - Need Help ** Bruce, We are having the same exact problem, a lot of the times the users dont even get the error, it just locks up their screen. Here are differences between our envs we are on: - ITSM 7.0.3 patch 7. - we are using Weblogic instead of Tomcat., however in the next two weeks we are switching over to Tomcat. And when they use Firefox or IE with Fiddler on, the problem goes away. One thing we tried is that if we use IE with Fiddler on but disble the fiddler option to Ignore Certificate Errors, our end users starts to hang again. We do have a ticket open with Microsoft and they are currently looking into the problem as well. Also, BMC has said to me in the past that in order to get rid of the 9351 errors you need to flush your cache: - first try the end users browers cache (have them do it manually) - if still have problems then flush the mid tier cache Weve done that...and most of the 9351 errors have gone away, but the end users still hangs to the point where they either have to kill the ie process or reboot their machines. If we find a solution, I will let you know. Thanks, Rich --- On Wed, 8/19/09, bruce sisk siskbr...@peoplepc.com wrote: From: bruce sisk siskbr...@peoplepc.com Subject: Re: ARERR 9351 - Need Help To: arslist@ARSLIST.ORG Date: Wednesday, August 19, 2009, 6:40 PM ** 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
Re: Job - 2 Remedy ITSM Engineers - Sierra Vista, AZ - Permanent Positions - Kforce
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