Re: Delays after user tool sits idle
In addition, there is a Microsoft Tech Note stating this registry entry
is *NOT* present to the registry , and the default value is 2 hours.
This explains why the failure point of the delay occurred between 1 and
2 hours of being idle.
http://technet2.microsoft.com/windowsserver/en/library/af2e0d81-50cc-430
d-80e1-a2ccebfc68f21033.mspx?mfr=true
KeepAliveTime
Updated: March 28, 2003
HKLM\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters
Data type
Range
Default value
REG_DWORD
0x1-0x (milliseconds)
0x6DDD00 (7,200,000 milliseconds = 2 hours)
Description
Specifies how often TCP sends keep-alive transmissions. TCP sends
keep-alive transmissions to verify that an idle connection is still
active.
This entry is used when the remote system is responding to TCP.
Otherwise, the interval between transmissions is determined by the value
of the Parameters\KeepAliveInterval
<http://technet2.microsoft.com/WindowsServer/en/library/734570a2-06d6-45
0e-b765-ccfa7530af491033.mspx> entry.
By default, keep-alive transmissions are not sent. The TCP keep-alive
feature must be enabled by a program (such as Telnet), or by an Internet
browser (such as Internet Explorer).
Note
* Windows Server 2003 does not add this entry to the registry. You can
add it by using the registry editor Regedit.exe.
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington
Sent: Wednesday, January 09, 2008 12:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Delays after user tool sits idle
**
Wow... Matt. Thanks for the information! I'm going to have to pass
this along to our network folks. This might also fix our issues with
our load-balancers not being able to track sessions that aren't
persistent with a keep-alive (Remedy.)
Thanks again!
Tony
--
Tony Worthington
Sr. Technical Analyst
Kohl's Department Stores
[EMAIL PROTECTED]
262-703-5911
Matt Reinfeldt <[EMAIL PROTECTED]>
Sent by: "Action Request System discussion list(ARSList)"
01/09/2008 11:04 AM
Please respond to
arslist@ARSLIST.ORG
To
arslist@ARSLIST.ORG
cc
Subject
Re: Delays after user tool sits idle
**
Tony,
Bryan Waters and I have been working with the escalation engineers on
this, and we've seen the following fix resolve the issue:
Apply the below Registry settings, if in a Windows environment, to each
Windows server that hosts an AR Server. If the AR Server is on
Linux/UNIX, see this note:
"It is depend on the server platform. If it is Windows, I think the
steps are same for server and client. If it is Linux, run
echo "300" >/proc/sys/net/ipv4/tcp_keepalive_time
(default is 7200, 2 hours)
To confirm it works, use WireShark for Windows and tcpdump for Linux to
monitor the connection between client and server. On every
keepalive_time, server should send out an acknowledge packet to client
and client sends reply back. In this way, connection is alive for
another keepalive_time interval."
Open your registry and find the key below.
Create new DWORD value named "KeepAliveTime" and set it to equal the
number of milliseconds to wait before sending keep alive packets (the
default is 2 hours - 7,200,000 milliseconds).
Also create a new DWORD value called "KeepAliveInterval" and set it to
equal the time in milliseconds between retransmissions of keepalives,
once the KeepAliveTime has expired (the default is 1 second - 1000
milliseconds).
Restart Windows for the change to take effect.
Registry Settings
System Key:
<http://www.pctools.com/guides/help/registry-settings.php#system_key>
[HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\Tcpip\Parameters]
Value Name:
<http://www.pctools.com/guides/help/registry-settings.php#value_name>
KeepAliveTime, KeepAliveInterval
Data Type:
<http://www.pctools.com/guides/help/registry-settings.php#data_type>
REG_DWORD (DWORD Value)
The KeepAliveTime would be set to 30 for our test (5 minutes). If
the Registry changes resolve the issue for you, we could export the
settings from the dev server's Registry and simply import them to the
production machines before rebooting them.
KeepAliveTime set to 30
KeepAliveInterval set to 5000
Anyway, long story short, it appears that some network device is killing
the idle TCP connection after n-minutes (value depends on the device
settings). So, the solution is to send a keep alive signal from the
server more often than the default 2 hours, or identify the device
causing the problems and change its settings.
Hope that helps you with your issue. BTW: we've requested that a KB get
written up for this, but I don't know when/if that will happen.
Matt Reinfeldt
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf
Re: Delays after user tool sits idle
Wow... Matt. Thanks for the information! I'm going to have to pass this along to our network folks. This might also fix our issues with our load-balancers not being able to track sessions that aren't persistent with a keep-alive (Remedy.) Thanks again! Tony -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 Matt Reinfeldt <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 01/09/2008 11:04 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle ** Tony, Bryan Waters and I have been working with the escalation engineers on this, and we?ve seen the following fix resolve the issue: Apply the below Registry settings, if in a Windows environment, to each Windows server that hosts an AR Server. If the AR Server is on Linux/UNIX, see this note: ?It is depend on the server platform. If it is Windows, I think the steps are same for server and client. If it is Linux, run echo ?300? >/proc/sys/net/ipv4/tcp_keepalive_time (default is 7200, 2 hours) To confirm it works, use WireShark for Windows and tcpdump for Linux to monitor the connection between client and server. On every keepalive_time, server should send out an acknowledge packet to client and client sends reply back. In this way, connection is alive for another keepalive_time interval.? Open your registry and find the key below. Create new DWORD value named "KeepAliveTime" and set it to equal the number of milliseconds to wait before sending keep alive packets (the default is 2 hours - 7,200,000 milliseconds). Also create a new DWORD value called "KeepAliveInterval" and set it to equal the time in milliseconds between retransmissions of keepalives, once the KeepAliveTime has expired (the default is 1 second - 1000 milliseconds). Restart Windows for the change to take effect. Registry Settings System Key: [HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\Tcpip\Parameters] Value Name: KeepAliveTime, KeepAliveInterval Data Type: REG_DWORD (DWORD Value) The KeepAliveTime would be set to 30 for our test (5 minutes). If the Registry changes resolve the issue for you, we could export the settings from the dev server?s Registry and simply import them to the production machines before rebooting them. KeepAliveTime set to 30 KeepAliveInterval set to 5000 Anyway, long story short, it appears that some network device is killing the idle TCP connection after n-minutes (value depends on the device settings). So, the solution is to send a keep alive signal from the server more often than the default 2 hours, or identify the device causing the problems and change its settings. Hope that helps you with your issue. BTW: we?ve requested that a KB get written up for this, but I don?t know when/if that will happen. Matt Reinfeldt From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Thursday, September 27, 2007 6:05 AM To: arslist@ARSLIST.ORG Subject: Re: Delays after user tool sits idle ** I think that's a good idea. ethereal+tcpdump should spit sometime out. At least more than the user tool logs. :-) I'll let everyone know what happens. Still no response from support.. -tony -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ CONFIDENTIALITY NOTICE: This is a transmission from Kohl's Department Stores, Inc. and may contain information which is confidential and proprietary. If you are not the addressee, any disclosure, copying or distribution or use of the contents of this message is expressly prohibited. If you have received this transmission in error, please destroy it and notify us immediately at 262-703-7000. CAUTION: Internet and e-mail communications are Kohl's property and Kohl's reserves the right to retrieve and read any message created, sent and received. Kohl's reserves the right to monitor messages by authorized Kohl's Associates at any time without any further consent. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Delays after user tool sits idle
Tony, Bryan Waters and I have been working with the escalation engineers on this, and we've seen the following fix resolve the issue: Apply the below Registry settings, if in a Windows environment, to each Windows server that hosts an AR Server. If the AR Server is on Linux/UNIX, see this note: "It is depend on the server platform. If it is Windows, I think the steps are same for server and client. If it is Linux, run echo "300" >/proc/sys/net/ipv4/tcp_keepalive_time (default is 7200, 2 hours) To confirm it works, use WireShark for Windows and tcpdump for Linux to monitor the connection between client and server. On every keepalive_time, server should send out an acknowledge packet to client and client sends reply back. In this way, connection is alive for another keepalive_time interval." Open your registry and find the key below. Create new DWORD value named "KeepAliveTime" and set it to equal the number of milliseconds to wait before sending keep alive packets (the default is 2 hours - 7,200,000 milliseconds). Also create a new DWORD value called "KeepAliveInterval" and set it to equal the time in milliseconds between retransmissions of keepalives, once the KeepAliveTime has expired (the default is 1 second - 1000 milliseconds). Restart Windows for the change to take effect. Registry Settings System <http://www.pctools.com/guides/help/registry-settings.php#system_key> Key: [HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\Tcpip\Parameters] Value <http://www.pctools.com/guides/help/registry-settings.php#value_name> Name: KeepAliveTime, KeepAliveInterval Data <http://www.pctools.com/guides/help/registry-settings.php#data_type> Type: REG_DWORD (DWORD Value) The KeepAliveTime would be set to 30 for our test (5 minutes). If the Registry changes resolve the issue for you, we could export the settings from the dev server's Registry and simply import them to the production machines before rebooting them. KeepAliveTime set to 30 KeepAliveInterval set to 5000 Anyway, long story short, it appears that some network device is killing the idle TCP connection after n-minutes (value depends on the device settings). So, the solution is to send a keep alive signal from the server more often than the default 2 hours, or identify the device causing the problems and change its settings. Hope that helps you with your issue. BTW: we've requested that a KB get written up for this, but I don't know when/if that will happen. Matt Reinfeldt _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Thursday, September 27, 2007 6:05 AM To: arslist@ARSLIST.ORG Subject: Re: Delays after user tool sits idle ** I think that's a good idea. ethereal+tcpdump should spit sometime out. At least more than the user tool logs. :-) I'll let everyone know what happens. Still no response from support.. -tony -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Fw: Delays after user tool sits idle
We finally resolved this issue -- or at least have a somewhat acceptable workaround. We pinpointed the issue to a configuration setting on the Alteon (load balancer) After making the change, the problem has been resolved for idle time less than 60 minutes. Here is what our network folks had to say: - For starters there isn't any keep alive between client and server. I ran multiple captures with the VIP and also bypassing the VIP and one commonality emerged; When going through the VIP I would see a TCP three way handshake after a period of inactivity attributed to there being no keep alive or activity between client and app. Conversely, when bypassing the Alteon the initial TCP packet post idle time is answered by the server without initiating a new three way handshake. I made a change to the real server idle session timeout (60 minutes) I ran one test leaving my remedy session idle for 20 minutes. When I refreshed it did so quickly. Please run some testing of your own to see if this helps things out. I didn't realize until today there wasn't any traffic between client/server during idle time. - And to BMC: I would like to file an RFE to add some sort of TCP keepalive for those situations where ARS is used in a load-balanced environment without a portmapper and the load balancer is dependent on some type of traffic to keep idle sessions/connections alive. I do not wish to implement this in Remedy as it would negativly affect performance, and would hold onto the floating license token depending on implementation. --- Does anyone else use Remedy behind an Alteon? I'd be interested in discussing our configuration differences. thx tony -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 - Forwarded by Tony Worthington/Corp/Kohls on 11/08/2007 09:03 AM - Tony Worthington/Corp/Kohls 09/26/2007 09:32 AM To arslist@arslist.org cc Subject Delays after user tool sits idle All - Has anyone experienced the issue of the User Tool taking an extremely long time to perform any action after sitting idle for a few minutes? Click, wait a minute, then poof everything is back to normal. We have 7.0.1p3 delpoyed, and I also see the same issue using the 7.1 tool. I'm going to open a ticket with support, but I was hoping for some "me too's" or tips. :-) (Nothing in client-side logging other than a gap where the tool is frozen.) Thanks, Tony ITSM7.0.2p4/win2kr3/10gr2 -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 CONFIDENTIALITY NOTICE: This is a transmission from Kohl's Department Stores, Inc. and may contain information which is confidential and proprietary. If you are not the addressee, any disclosure, copying or distribution or use of the contents of this message is expressly prohibited. If you have received this transmission in error, please destroy it and notify us immediately at 262-703-7000. CAUTION: Internet and e-mail communications are Kohl's property and Kohl's reserves the right to retrieve and read any message created, sent and received. Kohl's reserves the right to monitor messages by authorized Kohl's Associates at any time without any further consent. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Delays after user tool sits idle
I think that's a good idea. ethereal+tcpdump should spit sometime out. At least more than the user tool logs. :-) I'll let everyone know what happens. Still no response from support.. -tony -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 Jarl Grøneng <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 11:22 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle It can still be an network issue. Download tcpdump and see what network traffic the user tool is doing in the freeze period. -- Jarl On 9/26/07, Tony Worthington <[EMAIL PROTECTED]> wrote: > ** > Nope.. as mentioned in one of my previous posts... :-) > > >We have no remote clients here, everything is on the local network with no > firewalls or proxies between the clients and the server (only one edge > switch.) > > -tony > > -- > Tony Worthington > Sr. Technical Analyst > Kohl's Department Stores > [EMAIL PROTECTED] > 262-703-5911 > > > > > > "L. J. Head" <[EMAIL PROTECTED]> > Sent by: "Action Request System discussion list(ARSList)" > > > 09/26/2007 01:40 PM > > > Please respond to > arslist@ARSLIST.ORG > > > To arslist@ARSLIST.ORG > > cc > > Subject Re: Delays after user tool sits idle > > > > > > ** > Is there a firewall between the client and Server?...as mentioned by another > poster > > > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington > Sent: Wednesday, September 26, 2007 12:02 PM > To: arslist@ARSLIST.ORG > Subject: Re: Delays after user tool sits idle > > ** > That's where I'm stuck. All the workflow and server logging fails to > capture that initial "lag." > > An example.. I had a query results list and record selected in my user > tool, and left it there for approx 20 minutes. I then selected another > record in the list. What should have taken less than two seconds (display > the new record) took over 30 seconds. > > The logs don't reflect that lag, and in fact don't start logging that (or > any) action until the tool "unfreezes." > > > > /* Wed Sep 26 2007 12:59:09.5130 */+GLSARGetListSchema -- changed > since Wed Dec 31 18:00:00 1969 from Remedy User (protocol 12) at IP address > 10.2.120.14 > > > > > > /* Wed Sep 26 2007 12:59:11.0720 */-GLEWFOK > > The exact same action when the user tool has not been idle, performs as > expected. > > -- > Tony Worthington > Sr. Technical Analyst > Kohl's Department Stores > [EMAIL PROTECTED] > 262-703-5911 > > > > > > > Carey Matthew Black <[EMAIL PROTECTED]> > Sent by: "Action Request System discussion list(ARSList)" > > > 09/26/2007 11:47 AM > > > Please respond to > arslist@ARSLIST.ORG > > > > > To arslist@ARSLIST.ORG > > cc > > Subject Re: Delays after user tool sits idle > > > > > > > > Tony, > > I would look at the client active links logs (and if you can Server > side API/SQL logs) to see if your actually facing a DB issue. Maybe > there is some workflow doing a search that is not as well indexed as > it should be and the DB is swapping the table out of active memory and > needing to shuffle things around or do a table scan? > > Such problems have a way of "just happening" due to data growth or an > increase in volume of user activities over time. > > -- > Carey Matthew Black > Remedy Skilled Professional (RSP) > ARS = Action Request System(Remedy) > > Love, then teach > Solution = People + Process + Tools > Fast, Accurate, Cheap Pick two. > > > > On 9/26/07, Tony Worthington <[EMAIL PROTECTED]> wrote: > > ** > > All - > > > > Has anyone experienced the issue of the User Tool taking an extremely > long > > time to perform any action after sitting idle for a few minutes? Click, > > wait a minute, then poof everything is back to normal. > > > > We have 7.0.1p3 delpoyed, and I also see the same issue using the 7.1 > tool. > > I'm going to open a ticket with support, but I was hoping for some "me > > too's" or tips. :-) > > > > (Nothing in client-side logging other than a gap where the tool is > frozen.) > > > > Thanks, > > Tony > > > > ITSM7.0.2p
Re: Delays after user tool sits idle
I figured you had especially after you noted the arf and arv files hadn't
changed.
Dave
--
[EMAIL PROTECTED] (Wireless)
- Original Message -
From: Action Request System discussion list(ARSList)
To: arslist@ARSLIST.ORG
Sent: Thu Sep 27 06:58:49 2007
Subject: Re: Delays after user tool sits idle
**
Yup. I'm an "old-timer" too; and have cleaned the cache. This is happening
across the board, and is not limited to specific PC's or users.
--
Tony Worthington
Sr. Technical Analyst
Kohl's Department Stores
[EMAIL PROTECTED]
262-703-5911
"Shellman, David" <[EMAIL PROTECTED]>
Sent by: "Action Request System discussion list(ARSList)"
09/26/2007 03:59 PM
Please respond to
arslist@ARSLIST.ORG
To
arslist@ARSLIST.ORG
cc
Subject
Re: Delays after user tool sits idle
**
Have you dearfed? One trick that many of us old timers do is delete all the
directories associated with arf and arv files. These have known to become
corrupted and will cause apparent slowness.
Dave
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Tony Worthington
Sent: Wednesday, September 26, 2007 4:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Delays after user tool sits idle
**
Yup. The white screen of nothing. That's it.
--
Tony Worthington
Sr. Technical Analyst
Kohl's Department Stores
[EMAIL PROTECTED]
262-703-5911
"Kendhammer, Mike" <[EMAIL PROTECTED]>
Sent by: "Action Request System discussion list(ARSList)"
09/26/2007 03:21 PM
Please respond to
arslist@ARSLIST.ORG
To
arslist@ARSLIST.ORG
cc
Subject
Re: Delays after user tool sits idle
**
Hey Tony,
My support desk just informed me today of similar issues. One analyst reported
that she went to click on the Remedy User Tool to maximize from the Taskbar and
it took two minutes to max, then took another number of minutes to open a new
ticket from the control panel. All these times there is a blank white screen
with the Remedy border showing. It doesn’t happen all the time though and I am
just beginning troubleshooting the issue.
We are on 7.0.1 p 2
Interesting…
Mike
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Tony Worthington
Sent: Wednesday, September 26, 2007 1:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: Delays after user tool sits idle
**
Nope.. as mentioned in one of my previous posts... :-)
>We have no remote clients here, everything is on the local network with no
>firewalls or proxies between the clients and the server (only one edge
>switch.)
-tony
--
Tony Worthington
Sr. Technical Analyst
Kohl's Department Stores
[EMAIL PROTECTED]
262-703-5911
"L. J. Head" <[EMAIL PROTECTED]>
Sent by: "Action Request System discussion list(ARSList)"
09/26/2007 01:40 PM
Please respond to
arslist@ARSLIST.ORG
To
arslist@ARSLIST.ORG
cc
Subject
Re: Delays after user tool sits idle
**
Is there a firewall between the client and Server?...as mentioned by another
poster
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Tony Worthington
Sent: Wednesday, September 26, 2007 12:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Delays after user tool sits idle
**
That's where I'm stuck. All the workflow and server logging fails to capture
that initial "lag."
An example.. I had a query results list and record selected in my user tool,
and left it there for approx 20 minutes. I then selected another record in the
list. What should have taken less than two seconds (display the new record)
took over 30 seconds.
The logs don't reflect that lag, and in fact don't start logging that (or any)
action until the tool "unfreezes."
/* Wed Sep 26
2007 12:59:09.5130 */+GLSARGetListSchema -- changed since Wed Dec 31
18:00:00 1969 from Remedy User (protocol 12) at IP address 10.2.120.14
/* Wed Sep 26
2007 12:59:11.0720 */-GLEWFOK
The exact same action when the user tool has not been idle, performs as
expected.
--
Tony Worthington
Sr. Technical Analyst
Kohl's Department Stores
[EMAIL PROTECTED]
262-703-5911
Carey Matthew Black <[EMAIL PROTECTED]>
Sent by: "Action Request System discussion list(ARSList)"
09/26/2007 11:47 AM
Please respond to
arslist@ARSLIST.ORG
To
arslist@ARSLIST.ORG
cc
Subject
Re: Delays after user tool sits idle
Tony,
I would look at the client active links logs (and i
Re: Delays after user tool sits idle
Yup. I'm an "old-timer" too; and have cleaned the cache. This is happening across the board, and is not limited to specific PC's or users. -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 "Shellman, David" <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 03:59 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle ** Have you dearfed? One trick that many of us old timers do is delete all the directories associated with arf and arv files. These have known to become corrupted and will cause apparent slowness. Dave From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Wednesday, September 26, 2007 4:51 PM To: arslist@ARSLIST.ORG Subject: Re: Delays after user tool sits idle ** Yup. The white screen of nothing. That's it. -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 "Kendhammer, Mike" <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 03:21 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle ** Hey Tony, My support desk just informed me today of similar issues. One analyst reported that she went to click on the Remedy User Tool to maximize from the Taskbar and it took two minutes to max, then took another number of minutes to open a new ticket from the control panel. All these times there is a blank white screen with the Remedy border showing. It doesn?t happen all the time though and I am just beginning troubleshooting the issue. We are on 7.0.1 p 2 Interesting? Mike From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Wednesday, September 26, 2007 1:43 PM To: arslist@ARSLIST.ORG Subject: Re: Delays after user tool sits idle ** Nope.. as mentioned in one of my previous posts... :-) >We have no remote clients here, everything is on the local network with no firewalls or proxies between the clients and the server (only one edge switch.) -tony -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 "L. J. Head" <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 01:40 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle ** Is there a firewall between the client and Server?...as mentioned by another poster From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Wednesday, September 26, 2007 12:02 PM To: arslist@ARSLIST.ORG Subject: Re: Delays after user tool sits idle ** That's where I'm stuck. All the workflow and server logging fails to capture that initial "lag." An example.. I had a query results list and record selected in my user tool, and left it there for approx 20 minutes. I then selected another record in the list. What should have taken less than two seconds (display the new record) took over 30 seconds. The logs don't reflect that lag, and in fact don't start logging that (or any) action until the tool "unfreezes." /* Wed Sep 26 2007 12:59:09.5130 */+GLSARGetListSchema -- changed since Wed Dec 31 18:00:00 1969 from Remedy User (protocol 12) at IP address 10.2.120.14 /* Wed Sep 26 2007 12:59:11.0720 */-GLEWFOK The exact same action when the user tool has not been idle, performs as expected. -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 Carey Matthew Black <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 11:47 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle Tony, I would look at the client active links logs (and if you can Server side API/SQL logs) to see if your actually facing a DB issue. Maybe there is some workflow doing a search that is not as well indexed as it should be and the DB is swapping the table out of active memory and needing to shuffle things around or do a table scan? Such problems have a way of "just happening" due to data growth or an increase in volume of user activities over time. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 9/26/07, Tony Worthington &
Re: Delays after user tool sits idle
It can still be an network issue. Download tcpdump and see what network traffic the user tool is doing in the freeze period. -- Jarl On 9/26/07, Tony Worthington <[EMAIL PROTECTED]> wrote: > ** > Nope.. as mentioned in one of my previous posts... :-) > > >We have no remote clients here, everything is on the local network with no > firewalls or proxies between the clients and the server (only one edge > switch.) > > -tony > > -- > Tony Worthington > Sr. Technical Analyst > Kohl's Department Stores > [EMAIL PROTECTED] > 262-703-5911 > > > > > > "L. J. Head" <[EMAIL PROTECTED]> > Sent by: "Action Request System discussion list(ARSList)" > > > 09/26/2007 01:40 PM > > > Please respond to > arslist@ARSLIST.ORG > > > To arslist@ARSLIST.ORG > > cc > > Subject Re: Delays after user tool sits idle > > > > > > ** > Is there a firewall between the client and Server?...as mentioned by another > poster > > > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington > Sent: Wednesday, September 26, 2007 12:02 PM > To: arslist@ARSLIST.ORG > Subject: Re: Delays after user tool sits idle > > ** > That's where I'm stuck. All the workflow and server logging fails to > capture that initial "lag." > > An example.. I had a query results list and record selected in my user > tool, and left it there for approx 20 minutes. I then selected another > record in the list. What should have taken less than two seconds (display > the new record) took over 30 seconds. > > The logs don't reflect that lag, and in fact don't start logging that (or > any) action until the tool "unfreezes." > > > > /* Wed Sep 26 2007 12:59:09.5130 */+GLSARGetListSchema -- changed > since Wed Dec 31 18:00:00 1969 from Remedy User (protocol 12) at IP address > 10.2.120.14 > > > > > > /* Wed Sep 26 2007 12:59:11.0720 */-GLEWFOK > > The exact same action when the user tool has not been idle, performs as > expected. > > -- > Tony Worthington > Sr. Technical Analyst > Kohl's Department Stores > [EMAIL PROTECTED] > 262-703-5911 > > > > > > > Carey Matthew Black <[EMAIL PROTECTED]> > Sent by: "Action Request System discussion list(ARSList)" > > > 09/26/2007 11:47 AM > > > Please respond to > arslist@ARSLIST.ORG > > > > > To arslist@ARSLIST.ORG > > cc > > Subject Re: Delays after user tool sits idle > > > > > > > > Tony, > > I would look at the client active links logs (and if you can Server > side API/SQL logs) to see if your actually facing a DB issue. Maybe > there is some workflow doing a search that is not as well indexed as > it should be and the DB is swapping the table out of active memory and > needing to shuffle things around or do a table scan? > > Such problems have a way of "just happening" due to data growth or an > increase in volume of user activities over time. > > -- > Carey Matthew Black > Remedy Skilled Professional (RSP) > ARS = Action Request System(Remedy) > > Love, then teach > Solution = People + Process + Tools > Fast, Accurate, Cheap Pick two. > > > > On 9/26/07, Tony Worthington <[EMAIL PROTECTED]> wrote: > > ** > > All - > > > > Has anyone experienced the issue of the User Tool taking an extremely > long > > time to perform any action after sitting idle for a few minutes? Click, > > wait a minute, then poof everything is back to normal. > > > > We have 7.0.1p3 delpoyed, and I also see the same issue using the 7.1 > tool. > > I'm going to open a ticket with support, but I was hoping for some "me > > too's" or tips. :-) > > > > (Nothing in client-side logging other than a gap where the tool is > frozen.) > > > > Thanks, > > Tony > > > > ITSM7.0.2p4/win2kr3/10gr2 > > > > > > -- > > Tony Worthington > > Sr. Technical Analyst > > Kohl's Department Stores > > [EMAIL PROTECTED] > > 262-703-5911 > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where > the Answers Are" > > __20060125___This posting was > submitted with HTML in it___ > __20060125___This posting was submitted > with HTML in it___ > __20060125___This posting was > submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Delays after user tool sits idle
Have you dearfed? One trick that many of us old timers do is delete all the directories associated with arf and arv files. These have known to become corrupted and will cause apparent slowness. Dave From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Wednesday, September 26, 2007 4:51 PM To: arslist@ARSLIST.ORG Subject: Re: Delays after user tool sits idle ** Yup. The white screen of nothing. That's it. -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 "Kendhammer, Mike" <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 03:21 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle ** Hey Tony, My support desk just informed me today of similar issues. One analyst reported that she went to click on the Remedy User Tool to maximize from the Taskbar and it took two minutes to max, then took another number of minutes to open a new ticket from the control panel. All these times there is a blank white screen with the Remedy border showing. It doesn't happen all the time though and I am just beginning troubleshooting the issue. We are on 7.0.1 p 2 Interesting... Mike From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Wednesday, September 26, 2007 1:43 PM To: arslist@ARSLIST.ORG Subject: Re: Delays after user tool sits idle ** Nope.. as mentioned in one of my previous posts... :-) >We have no remote clients here, everything is on the local network with no firewalls or proxies between the clients and the server (only one edge switch.) -tony -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 "L. J. Head" <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 01:40 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle ** Is there a firewall between the client and Server?...as mentioned by another poster From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Wednesday, September 26, 2007 12:02 PM To: arslist@ARSLIST.ORG Subject: Re: Delays after user tool sits idle ** That's where I'm stuck. All the workflow and server logging fails to capture that initial "lag." An example.. I had a query results list and record selected in my user tool, and left it there for approx 20 minutes. I then selected another record in the list. What should have taken less than two seconds (display the new record) took over 30 seconds. The logs don't reflect that lag, and in fact don't start logging that (or any) action until the tool "unfreezes." /* Wed Sep 26 2007 12:59:09.5130 */+GLSARGetListSchema -- changed since Wed Dec 31 18:00:00 1969 from Remedy User (protocol 12) at IP address 10.2.120.14 /* Wed Sep 26 2007 12:59:11.0720 */-GLEWFOK The exact same action when the user tool has not been idle, performs as expected. -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 Carey Matthew Black <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 11:47 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle Tony, I would look at the client active links logs (and if you can Server side API/SQL logs) to see if your actually facing a DB issue. Maybe there is some workflow doing a search that is not as well indexed as it should be and the DB is swapping the table out of active memory and needing to shuffle things around or do a table scan? Such problems have a way of "just happening" due to data growth or an increase in volume of user activities over time. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 9/26/07, Tony Worthington <[EMAIL PROTECTED]> wrote: > ** > All - > > Has anyone experienced the issue of the User Tool taking an extremely long > time to perform any action after sitting idle for a few minutes? Click, > wait a minute, then poof everything is back to normal. > > We have 7.0.1p3 delpoyed, and I also see the same issue using the 7.1 tool. > I'm going to open a ticket with support, but I was hopin
Re: Delays after user tool sits idle
Yup. The white screen of nothing. That's it. -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 "Kendhammer, Mike" <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 03:21 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle ** Hey Tony, My support desk just informed me today of similar issues. One analyst reported that she went to click on the Remedy User Tool to maximize from the Taskbar and it took two minutes to max, then took another number of minutes to open a new ticket from the control panel. All these times there is a blank white screen with the Remedy border showing. It doesn?t happen all the time though and I am just beginning troubleshooting the issue. We are on 7.0.1 p 2 Interesting? Mike From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Wednesday, September 26, 2007 1:43 PM To: arslist@ARSLIST.ORG Subject: Re: Delays after user tool sits idle ** Nope.. as mentioned in one of my previous posts... :-) >We have no remote clients here, everything is on the local network with no firewalls or proxies between the clients and the server (only one edge switch.) -tony -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 "L. J. Head" <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 01:40 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle ** Is there a firewall between the client and Server?...as mentioned by another poster From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Wednesday, September 26, 2007 12:02 PM To: arslist@ARSLIST.ORG Subject: Re: Delays after user tool sits idle ** That's where I'm stuck. All the workflow and server logging fails to capture that initial "lag." An example.. I had a query results list and record selected in my user tool, and left it there for approx 20 minutes. I then selected another record in the list. What should have taken less than two seconds (display the new record) took over 30 seconds. The logs don't reflect that lag, and in fact don't start logging that (or any) action until the tool "unfreezes." /* Wed Sep 26 2007 12:59:09.5130 */+GLSARGetListSchema -- changed since Wed Dec 31 18:00:00 1969 from Remedy User (protocol 12) at IP address 10.2.120.14 /* Wed Sep 26 2007 12:59:11.0720 */-GLEWFOK The exact same action when the user tool has not been idle, performs as expected. -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 Carey Matthew Black <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 11:47 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle Tony, I would look at the client active links logs (and if you can Server side API/SQL logs) to see if your actually facing a DB issue. Maybe there is some workflow doing a search that is not as well indexed as it should be and the DB is swapping the table out of active memory and needing to shuffle things around or do a table scan? Such problems have a way of "just happening" due to data growth or an increase in volume of user activities over time. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 9/26/07, Tony Worthington <[EMAIL PROTECTED]> wrote: > ** > All - > > Has anyone experienced the issue of the User Tool taking an extremely long > time to perform any action after sitting idle for a few minutes? Click, > wait a minute, then poof everything is back to normal. > > We have 7.0.1p3 delpoyed, and I also see the same issue using the 7.1 tool. > I'm going to open a ticket with support, but I was hoping for some "me > too's" or tips. :-) > > (Nothing in client-side logging other than a gap where the tool is frozen.) > > Thanks, > Tony > > ITSM7.0.2p4/win2kr3/10gr2 > > > -- > Tony Worthington > Sr. Technical Analyst > Kohl's Department Stores > [EMAIL PROTECTED] > 262-703-5911 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" __20060125___T
Re: Delays after user tool sits idle
Hey Tony, My support desk just informed me today of similar issues. One analyst reported that she went to click on the Remedy User Tool to maximize from the Taskbar and it took two minutes to max, then took another number of minutes to open a new ticket from the control panel. All these times there is a blank white screen with the Remedy border showing. It doesn't happen all the time though and I am just beginning troubleshooting the issue. We are on 7.0.1 p 2 Interesting... Mike From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Wednesday, September 26, 2007 1:43 PM To: arslist@ARSLIST.ORG Subject: Re: Delays after user tool sits idle ** Nope.. as mentioned in one of my previous posts... :-) >We have no remote clients here, everything is on the local network with no firewalls or proxies between the clients and the server (only one edge switch.) -tony -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 "L. J. Head" <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 01:40 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle ** Is there a firewall between the client and Server?...as mentioned by another poster From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Wednesday, September 26, 2007 12:02 PM To: arslist@ARSLIST.ORG Subject: Re: Delays after user tool sits idle ** That's where I'm stuck. All the workflow and server logging fails to capture that initial "lag." An example.. I had a query results list and record selected in my user tool, and left it there for approx 20 minutes. I then selected another record in the list. What should have taken less than two seconds (display the new record) took over 30 seconds. The logs don't reflect that lag, and in fact don't start logging that (or any) action until the tool "unfreezes." /* Wed Sep 26 2007 12:59:09.5130 */+GLSARGetListSchema -- changed since Wed Dec 31 18:00:00 1969 from Remedy User (protocol 12) at IP address 10.2.120.14 /* Wed Sep 26 2007 12:59:11.0720 */-GLEWFOK The exact same action when the user tool has not been idle, performs as expected. -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 Carey Matthew Black <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 11:47 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle Tony, I would look at the client active links logs (and if you can Server side API/SQL logs) to see if your actually facing a DB issue. Maybe there is some workflow doing a search that is not as well indexed as it should be and the DB is swapping the table out of active memory and needing to shuffle things around or do a table scan? Such problems have a way of "just happening" due to data growth or an increase in volume of user activities over time. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 9/26/07, Tony Worthington <[EMAIL PROTECTED]> wrote: > ** > All - > > Has anyone experienced the issue of the User Tool taking an extremely long > time to perform any action after sitting idle for a few minutes? Click, > wait a minute, then poof everything is back to normal. > > We have 7.0.1p3 delpoyed, and I also see the same issue using the 7.1 tool. > I'm going to open a ticket with support, but I was hoping for some "me > too's" or tips. :-) > > (Nothing in client-side logging other than a gap where the tool is frozen.) > > Thanks, > Tony > > ITSM7.0.2p4/win2kr3/10gr2 > > > -- > Tony Worthington > Sr. Technical Analyst > Kohl's Department Stores > [EMAIL PROTECTED] > 262-703-5911 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Delays after user tool sits idle (U)
UNCLASSIFIED Sending without digital signature Excuse me if I missed this on one of the threads - Is it the Remedy client that sits idle or the Windows workstation? By default, Windows power management on the network connection device (NIC) is "Allow the computer to turn off this device to save power" Is it the refreshing of the network connection that users are interpreting as a Remedy delay? Sandra Hennigan OSD Enterprise Remedy Administrator Office # 703-602-2525 x251 Apparently, there is nothing that cannot happen today. Mark Twain -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of L. J. Head Sent: Wednesday, September 26, 2007 3:07 PM To: arslist@ARSLIST.ORG Subject: Re: Delays after user tool sits idle ** Sorrythought I read all of the posts in this thread. Hmmm...it does sound like something is timing out...you could try looking at filemon (microsoft utility for monitoring what files are being accessed)...maybe something is slow on the reador you could try something like ethereal and see if something is happening on the network _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Wednesday, September 26, 2007 12:43 PM To: arslist@ARSLIST.ORG Subject: Re: Delays after user tool sits idle ** Nope.. as mentioned in one of my previous posts... :-) >We have no remote clients here, everything is on the local network with >no firewalls or proxies between the clients and the server (only one >edge switch.) -tony -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 "L. J. Head" <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 01:40 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle ** Is there a firewall between the client and Server?...as mentioned by another poster _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Wednesday, September 26, 2007 12:02 PM To: arslist@ARSLIST.ORG Subject: Re: Delays after user tool sits idle ** That's where I'm stuck. All the workflow and server logging fails to capture that initial "lag." An example.. I had a query results list and record selected in my user tool, and left it there for approx 20 minutes. I then selected another record in the list. What should have taken less than two seconds (display the new record) took over 30 seconds. The logs don't reflect that lag, and in fact don't start logging that (or any) action until the tool "unfreezes." /* Wed Sep 26 2007 12:59:09.5130 */+GLSARGetListSchema -- changed since Wed Dec 31 18:00:00 1969 from Remedy User (protocol 12) at IP address 10.2.120.14 /* Wed Sep 26 2007 12:59:11.0720 */-GLEWFOK The exact same action when the user tool has not been idle, performs as expected. -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 Carey Matthew Black <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 11:47 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle Tony, I would look at the client active links logs (and if you can Server side API/SQL logs) to see if your actually facing a DB issue. Maybe there is some workflow doing a search that is not as well indexed as it should be and the DB is swapping the table out of active memory and needing to shuffle things around or do a table scan? Such problems have a way of "just happening" due to data growth or an increase in volume of user activities over time. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 9/26/07, Tony Worthington <[EMAIL PROTECTED]> wrote: > ** > All - > > Has anyone experienced the issue of the User Tool taking an extremely > long time to perform any action after sitting idle for a few minutes? > Click, wait a minute, then poof everything is back to normal. > > We have 7.0.1p3 delpoyed, and I also see the same issue using the 7.1 > tool. I'm going to open a ticket with support, but I was hoping for > some "me too's" or tips. :-) > > (Nothing in client-side logging other than a gap where the tool is > frozen.) > > Thanks, > Tony > > ITSM7.0.2p4/win2kr3/10gr2 > > > -- > Tony Worthington > Sr. Technical Analyst > Kohl's Department Stores > [EMAIL PROTECTED] > 262-703-5911 _
Re: Delays after user tool sits idle (U)
UNCLASSIFIED Excuse me if I missed this on one of the threads - Is it the Remedy client that sits idle or the Windows workstation? By default, Windows power management on the network connection device (NIC) is "Allow the computer to turn off this device to save power" Is it the refreshing of the network connection that users are interpreting as a Remedy delay? Sandra Hennigan OSD Enterprise Remedy Administrator Office # 703-602-2525 x251 Apparently, there is nothing that cannot happen today. Mark Twain -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of L. J. Head Sent: Wednesday, September 26, 2007 3:07 PM To: arslist@ARSLIST.ORG Subject: Re: Delays after user tool sits idle ** Sorrythought I read all of the posts in this thread. Hmmm...it does sound like something is timing out...you could try looking at filemon (microsoft utility for monitoring what files are being accessed)...maybe something is slow on the reador you could try something like ethereal and see if something is happening on the network _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Wednesday, September 26, 2007 12:43 PM To: arslist@ARSLIST.ORG Subject: Re: Delays after user tool sits idle ** Nope.. as mentioned in one of my previous posts... :-) >We have no remote clients here, everything is on the local network with >no firewalls or proxies between the clients and the server (only one >edge switch.) -tony -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 "L. J. Head" <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 01:40 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle ** Is there a firewall between the client and Server?...as mentioned by another poster _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Wednesday, September 26, 2007 12:02 PM To: arslist@ARSLIST.ORG Subject: Re: Delays after user tool sits idle ** That's where I'm stuck. All the workflow and server logging fails to capture that initial "lag." An example.. I had a query results list and record selected in my user tool, and left it there for approx 20 minutes. I then selected another record in the list. What should have taken less than two seconds (display the new record) took over 30 seconds. The logs don't reflect that lag, and in fact don't start logging that (or any) action until the tool "unfreezes." /* Wed Sep 26 2007 12:59:09.5130 */+GLSARGetListSchema -- changed since Wed Dec 31 18:00:00 1969 from Remedy User (protocol 12) at IP address 10.2.120.14 /* Wed Sep 26 2007 12:59:11.0720 */-GLEWFOK The exact same action when the user tool has not been idle, performs as expected. -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 Carey Matthew Black <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 11:47 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle Tony, I would look at the client active links logs (and if you can Server side API/SQL logs) to see if your actually facing a DB issue. Maybe there is some workflow doing a search that is not as well indexed as it should be and the DB is swapping the table out of active memory and needing to shuffle things around or do a table scan? Such problems have a way of "just happening" due to data growth or an increase in volume of user activities over time. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 9/26/07, Tony Worthington <[EMAIL PROTECTED]> wrote: > ** > All - > > Has anyone experienced the issue of the User Tool taking an extremely > long time to perform any action after sitting idle for a few minutes? > Click, wait a minute, then poof everything is back to normal. > > We have 7.0.1p3 delpoyed, and I also see the same issue using the 7.1 > tool. I'm going to open a ticket with support, but I was hoping for > some "me too's" or tips. :-) > > (Nothing in client-side logging other than a gap where the tool is > frozen.) > > Thanks, > Tony > > ITSM7.0.2p4/win2kr3/10gr2 > > > -- > Tony Worthington > Sr. Technical Analyst > Kohl's Department Stores > [EMAIL PROTECTED] > 262-703-5911 __
Re: Delays after user tool sits idle
Make that ARAPILOGGING=88 and you get some extra information too. However... Just to verify... You are looking at the API and SQL logs (again server side)... You are saying that the API action does not start until the end of the "client frozen" time period. ( Your getting that from watching with a wall clock and checking the server log files.) You are also saying that the total time for the API call and the SQL portion of that call is always "normal" for that action. hum... Is it possible that the lag is due to a windows memory swap to disk? Maybe the User Tool application is being swapped out of memory on the client? -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 9/26/07, Michiel Beijen <[EMAIL PROTECTED]> wrote: > ** Tony, > > If you create user side logging by setting the ARAPILOGGING=1 environment > variable and then starting aruser.exe? > Or are there no timestamps in these logs? > > -- > Michiel ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Delays after user tool sits idle
Sorrythought I read all of the posts in this thread. Hmmm...it does sound like something is timing out...you could try looking at filemon (microsoft utility for monitoring what files are being accessed)...maybe something is slow on the reador you could try something like ethereal and see if something is happening on the network _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Wednesday, September 26, 2007 12:43 PM To: arslist@ARSLIST.ORG Subject: Re: Delays after user tool sits idle ** Nope.. as mentioned in one of my previous posts... :-) >We have no remote clients here, everything is on the local network with no firewalls or proxies between the clients and the server (only one edge switch.) -tony -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 "L. J. Head" <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 01:40 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle ** Is there a firewall between the client and Server?...as mentioned by another poster _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Wednesday, September 26, 2007 12:02 PM To: arslist@ARSLIST.ORG Subject: Re: Delays after user tool sits idle ** That's where I'm stuck. All the workflow and server logging fails to capture that initial "lag." An example.. I had a query results list and record selected in my user tool, and left it there for approx 20 minutes. I then selected another record in the list. What should have taken less than two seconds (display the new record) took over 30 seconds. The logs don't reflect that lag, and in fact don't start logging that (or any) action until the tool "unfreezes." /* Wed Sep 26 2007 12:59:09.5130 */+GLSARGetListSchema -- changed since Wed Dec 31 18:00:00 1969 from Remedy User (protocol 12) at IP address 10.2.120.14 /* Wed Sep 26 2007 12:59:11.0720 */-GLEWFOK The exact same action when the user tool has not been idle, performs as expected. -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 Carey Matthew Black <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 11:47 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle Tony, I would look at the client active links logs (and if you can Server side API/SQL logs) to see if your actually facing a DB issue. Maybe there is some workflow doing a search that is not as well indexed as it should be and the DB is swapping the table out of active memory and needing to shuffle things around or do a table scan? Such problems have a way of "just happening" due to data growth or an increase in volume of user activities over time. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 9/26/07, Tony Worthington <[EMAIL PROTECTED]> wrote: > ** > All - > > Has anyone experienced the issue of the User Tool taking an extremely long > time to perform any action after sitting idle for a few minutes? Click, > wait a minute, then poof everything is back to normal. > > We have 7.0.1p3 delpoyed, and I also see the same issue using the 7.1 tool. > I'm going to open a ticket with support, but I was hoping for some "me > too's" or tips. :-) > > (Nothing in client-side logging other than a gap where the tool is frozen.) > > Thanks, > Tony > > ITSM7.0.2p4/win2kr3/10gr2 > > > -- > Tony Worthington > Sr. Technical Analyst > Kohl's Department Stores > [EMAIL PROTECTED] > 262-703-5911 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Delays after user tool sits idle
Tony, If you create user side logging by setting the ARAPILOGGING=1 environment variable and then starting aruser.exe? Or are there no timestamps in these logs? -- Michiel On 9/26/07, Tony Worthington < [EMAIL PROTECTED]> wrote: > > ** > That's where I'm stuck. All the workflow and server logging fails to > capture that initial "lag." > > An example.. I had a query results list and record selected in my user > tool, and left it there for approx 20 minutes. I then selected another > record in the list. What should have taken less than two seconds (display > the new record) took over 30 seconds. > > The logs don't reflect that lag, and in fact don't start logging that (or > any) action until the tool "unfreezes." > > > > /* Wed Sep 26 2007 12:59:09.5130 */+GLSARGetListSchema -- changed > since Wed Dec 31 18:00:00 1969 from Remedy User (protocol 12) at IP address > 10.2.120.14 > > > > > > /* Wed Sep 26 2007 12:59:11.0720 */-GLEWFOK > > The exact same action when the user tool has not been idle, performs as > expected. > > -- > Tony Worthington > Sr. Technical Analyst > Kohl's Department Stores > [EMAIL PROTECTED] > 262-703-5911 > > > *Carey Matthew Black <[EMAIL PROTECTED]>* > Sent by: "Action Request System discussion list(ARSList)" < > arslist@ARSLIST.ORG> > > 09/26/2007 11:47 AM Please respond to > arslist@ARSLIST.ORG > > To > arslist@ARSLIST.ORG cc > > Subject > Re: Delays after user tool sits idle > > > > > > > Tony, > > I would look at the client active links logs (and if you can Server > side API/SQL logs) to see if your actually facing a DB issue. Maybe > there is some workflow doing a search that is not as well indexed as > it should be and the DB is swapping the table out of active memory and > needing to shuffle things around or do a table scan? > > Such problems have a way of "just happening" due to data growth or an > increase in volume of user activities over time. > > -- > Carey Matthew Black > Remedy Skilled Professional (RSP) > ARS = Action Request System(Remedy) > > Love, then teach > Solution = People + Process + Tools > Fast, Accurate, Cheap Pick two. > > > > On 9/26/07, Tony Worthington <[EMAIL PROTECTED]> wrote: > > ** > > All - > > > > Has anyone experienced the issue of the User Tool taking an extremely > long > > time to perform any action after sitting idle for a few minutes? Click, > > wait a minute, then poof everything is back to normal. > > > > We have 7.0.1p3 delpoyed, and I also see the same issue using the 7.1tool. > > I'm going to open a ticket with support, but I was hoping for some "me > > too's" or tips. :-) > > > > (Nothing in client-side logging other than a gap where the tool is > frozen.) > > > > Thanks, > > Tony > > > > ITSM7.0.2p4/win2kr3/10gr2 > > > > > > -- > > Tony Worthington > > Sr. Technical Analyst > > Kohl's Department Stores > > [EMAIL PROTECTED] > > 262-703-5911 > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where > the Answers Are" > > __20060125___This posting was submitted with HTML in > it___ > -- Met vriendelijke groet / Kind regards Michiel Beijen __ MANSOLUTIONS Energieweg 60-62 3771 NA Barneveld The Netherlands Tel. +31-(0)612968592 Mail [EMAIL PROTECTED] Internet http://bsm.mansolutions.nl ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Delays after user tool sits idle
Nope.. as mentioned in one of my previous posts... :-) >We have no remote clients here, everything is on the local network with no firewalls or proxies between the clients and the server (only one edge switch.) -tony -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 "L. J. Head" <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 01:40 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle ** Is there a firewall between the client and Server?...as mentioned by another poster From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Wednesday, September 26, 2007 12:02 PM To: arslist@ARSLIST.ORG Subject: Re: Delays after user tool sits idle ** That's where I'm stuck. All the workflow and server logging fails to capture that initial "lag." An example.. I had a query results list and record selected in my user tool, and left it there for approx 20 minutes. I then selected another record in the list. What should have taken less than two seconds (display the new record) took over 30 seconds. The logs don't reflect that lag, and in fact don't start logging that (or any) action until the tool "unfreezes." /* Wed Sep 26 2007 12:59:09.5130 */+GLSARGetListSchema -- changed since Wed Dec 31 18:00:00 1969 from Remedy User (protocol 12) at IP address 10.2.120.14 /* Wed Sep 26 2007 12:59:11.0720 */-GLEWFOK The exact same action when the user tool has not been idle, performs as expected. -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 Carey Matthew Black <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 11:47 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle Tony, I would look at the client active links logs (and if you can Server side API/SQL logs) to see if your actually facing a DB issue. Maybe there is some workflow doing a search that is not as well indexed as it should be and the DB is swapping the table out of active memory and needing to shuffle things around or do a table scan? Such problems have a way of "just happening" due to data growth or an increase in volume of user activities over time. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 9/26/07, Tony Worthington <[EMAIL PROTECTED]> wrote: > ** > All - > > Has anyone experienced the issue of the User Tool taking an extremely long > time to perform any action after sitting idle for a few minutes? Click, > wait a minute, then poof everything is back to normal. > > We have 7.0.1p3 delpoyed, and I also see the same issue using the 7.1 tool. > I'm going to open a ticket with support, but I was hoping for some "me > too's" or tips. :-) > > (Nothing in client-side logging other than a gap where the tool is frozen.) > > Thanks, > Tony > > ITSM7.0.2p4/win2kr3/10gr2 > > > -- > Tony Worthington > Sr. Technical Analyst > Kohl's Department Stores > [EMAIL PROTECTED] > 262-703-5911 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ CONFIDENTIALITY NOTICE: This is a transmission from Kohl's Department Stores, Inc. and may contain information which is confidential and proprietary. If you are not the addressee, any disclosure, copying or distribution or use of the contents of this message is expressly prohibited. If you have received this transmission in error, please destroy it and notify us immediately at 262-703-7000. CAUTION: Internet and e-mail communications are Kohl's property and Kohl's reserves the right to retrieve and read any message created, sent and received. Kohl's reserves the right to monitor messages to or from authorized Kohl's Associates at any time without any further consent. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Delays after user tool sits idle
Is there a firewall between the client and Server?...as mentioned by another poster _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Wednesday, September 26, 2007 12:02 PM To: arslist@ARSLIST.ORG Subject: Re: Delays after user tool sits idle ** That's where I'm stuck. All the workflow and server logging fails to capture that initial "lag." An example.. I had a query results list and record selected in my user tool, and left it there for approx 20 minutes. I then selected another record in the list. What should have taken less than two seconds (display the new record) took over 30 seconds. The logs don't reflect that lag, and in fact don't start logging that (or any) action until the tool "unfreezes." /* Wed Sep 26 2007 12:59:09.5130 */+GLSARGetListSchema -- changed since Wed Dec 31 18:00:00 1969 from Remedy User (protocol 12) at IP address 10.2.120.14 /* Wed Sep 26 2007 12:59:11.0720 */-GLEWFOK The exact same action when the user tool has not been idle, performs as expected. -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 Carey Matthew Black <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 11:47 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle Tony, I would look at the client active links logs (and if you can Server side API/SQL logs) to see if your actually facing a DB issue. Maybe there is some workflow doing a search that is not as well indexed as it should be and the DB is swapping the table out of active memory and needing to shuffle things around or do a table scan? Such problems have a way of "just happening" due to data growth or an increase in volume of user activities over time. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 9/26/07, Tony Worthington <[EMAIL PROTECTED]> wrote: > ** > All - > > Has anyone experienced the issue of the User Tool taking an extremely long > time to perform any action after sitting idle for a few minutes? Click, > wait a minute, then poof everything is back to normal. > > We have 7.0.1p3 delpoyed, and I also see the same issue using the 7.1 tool. > I'm going to open a ticket with support, but I was hoping for some "me > too's" or tips. :-) > > (Nothing in client-side logging other than a gap where the tool is frozen.) > > Thanks, > Tony > > ITSM7.0.2p4/win2kr3/10gr2 > > > -- > Tony Worthington > Sr. Technical Analyst > Kohl's Department Stores > [EMAIL PROTECTED] > 262-703-5911 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Delays after user tool sits idle
That's where I'm stuck. All the workflow and server logging fails to capture that initial "lag." An example.. I had a query results list and record selected in my user tool, and left it there for approx 20 minutes. I then selected another record in the list. What should have taken less than two seconds (display the new record) took over 30 seconds. The logs don't reflect that lag, and in fact don't start logging that (or any) action until the tool "unfreezes." /* Wed Sep 26 2007 12:59:09.5130 */+GLSARGetListSchema -- changed since Wed Dec 31 18:00:00 1969 from Remedy User (protocol 12) at IP address 10.2.120.14 /* Wed Sep 26 2007 12:59:11.0720 */-GLEWFOK The exact same action when the user tool has not been idle, performs as expected. -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 Carey Matthew Black <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 11:47 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle Tony, I would look at the client active links logs (and if you can Server side API/SQL logs) to see if your actually facing a DB issue. Maybe there is some workflow doing a search that is not as well indexed as it should be and the DB is swapping the table out of active memory and needing to shuffle things around or do a table scan? Such problems have a way of "just happening" due to data growth or an increase in volume of user activities over time. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 9/26/07, Tony Worthington <[EMAIL PROTECTED]> wrote: > ** > All - > > Has anyone experienced the issue of the User Tool taking an extremely long > time to perform any action after sitting idle for a few minutes? Click, > wait a minute, then poof everything is back to normal. > > We have 7.0.1p3 delpoyed, and I also see the same issue using the 7.1 tool. > I'm going to open a ticket with support, but I was hoping for some "me > too's" or tips. :-) > > (Nothing in client-side logging other than a gap where the tool is frozen.) > > Thanks, > Tony > > ITSM7.0.2p4/win2kr3/10gr2 > > > -- > Tony Worthington > Sr. Technical Analyst > Kohl's Department Stores > [EMAIL PROTECTED] > 262-703-5911 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" CONFIDENTIALITY NOTICE: This is a transmission from Kohl's Department Stores, Inc. and may contain information which is confidential and proprietary. If you are not the addressee, any disclosure, copying or distribution or use of the contents of this message is expressly prohibited. If you have received this transmission in error, please destroy it and notify us immediately at 262-703-7000. CAUTION: Internet and e-mail communications are Kohl's property and Kohl's reserves the right to retrieve and read any message created, sent and received. Kohl's reserves the right to monitor messages to or from authorized Kohl's Associates at any time without any further consent. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Delays after user tool sits idle
Brian - Thanks for that information. I'll attempt to recreate on my side. We have no remote clients here, everything is on the local network with no firewalls or proxies between the clients and the server (only one edge switch.) Do you have a defect filed or just a ticket? Could I get that information to reference in my submission? Thanks, Tony -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 Bryan Waters <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 10:32 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle ** We are facing a similar issue after the Remedy User Tool or driver program is idle more than 1 hour where it takes anywhere from 1-2 mins for an operation to complete. After the initial delay, everything responds quickly. We?ve seen this issue with v6.3 patch 22 as well as 7.0.1 patch 4. However, no delay is experience when running the driver program directly on the server. Below are the results of using the driver program on a user?s workstation. The first call took 100+ seconds to complete while the next API call took less than 1 second to complete. In addition, this is not related to threads being too busy as the maximum number of threads are not being utilized, and we even tested using a private thread with the same results. Lastly, the API and SQL logs do not show the 100+ seconds it took to complete the GE API call. It seems to be an issue with the network connection as it only happens with remote clients. We have a ticket logged with BMC on this issue as well. 1st GE API Call After 1 hour delay: 2nd GE API Call immediately the initial delay ARGetEntry results Return Code: OK Field Value List: 2 items Field Value Struct: Field Id: 1 Value: (char) HD27513 Field Value Struct: Field Id: 7 Value: (enumerated) 3 Status List: 0 items Start Time:1189801277.64 (Fri Sep 14 2007 16:21:18) Finish Time: 1189801378.562000 (Fri Sep 14 2007 16:22:59) Elapsed Time: 100.922000 ARGetEntry results Return Code: OK Field Value List: 2 items Field Value Struct: Field Id: 1 Value: (char) HD27513 Field Value Struct: Field Id: 7 Value: (enumerated) 3 Status List: 0 items Start Time:1189801475.50 (Fri Sep 14 2007 16:24:35) Finish Time: 1189801475.593000 (Fri Sep 14 2007 16:24:36) Elapsed Time: 0.093000 Thanks, Bryan From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Wednesday, September 26, 2007 10:46 AM To: arslist@ARSLIST.ORG Subject: Re: Delays after user tool sits idle ** Yea... patch four broke the horizontal navigation bars on the left in our ITSM7 stuff, so we rolled back to three. People here see this in p3, p4 and 7.1. :-( I was hoping 7.1 fixed this slowness thing, but evidently not. I'm beginning to think it's something unique to our xp images here (arg.) -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 Rick Cook <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 09:42 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle ** Tony, 7.0.1 p4 should be subtitled "We're really sorry about patch 3". The patch 4 release notes mention that patch 4 fixes some errors that were introduced in patch 3 - perhaps this is one of them? Of course, as you have seen on other threads, patch 4 is no day at the beach, either. Rick On 9/26/07, Tony Worthington <[EMAIL PROTECTED]> wrote: ** All - Has anyone experienced the issue of the User Tool taking an extremely long time to perform any action after sitting idle for a few minutes? Click, wait a minute, then poof everything is back to normal. We have 7.0.1p3 delpoyed, and I also see the same issue using the 7.1 tool. I'm going to open a ticket with support, but I was hoping for some "me too's" or tips. :-) (Nothing in client-side logging other than a gap where the tool is frozen.) Thanks, Tony ITSM7.0.2p4/win2kr3/10gr2 -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ Email Disclaimer This email has been sent from the TuringSMI Group This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI
Re: Delays after user tool sits idle
Tony, I would look at the client active links logs (and if you can Server side API/SQL logs) to see if your actually facing a DB issue. Maybe there is some workflow doing a search that is not as well indexed as it should be and the DB is swapping the table out of active memory and needing to shuffle things around or do a table scan? Such problems have a way of "just happening" due to data growth or an increase in volume of user activities over time. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 9/26/07, Tony Worthington <[EMAIL PROTECTED]> wrote: > ** > All - > > Has anyone experienced the issue of the User Tool taking an extremely long > time to perform any action after sitting idle for a few minutes? Click, > wait a minute, then poof everything is back to normal. > > We have 7.0.1p3 delpoyed, and I also see the same issue using the 7.1 tool. > I'm going to open a ticket with support, but I was hoping for some "me > too's" or tips. :-) > > (Nothing in client-side logging other than a gap where the tool is frozen.) > > Thanks, > Tony > > ITSM7.0.2p4/win2kr3/10gr2 > > > -- > Tony Worthington > Sr. Technical Analyst > Kohl's Department Stores > [EMAIL PROTECTED] > 262-703-5911 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Delays after user tool sits idle
We are facing a similar issue after the Remedy User Tool or driver
program is idle more than 1 hour where it takes anywhere from 1-2 mins
for an operation to complete. After the initial delay, everything
responds quickly. We've seen this issue with v6.3 patch 22 as well as
7.0.1 patch 4. However, no delay is experience when running the driver
program directly on the server. Below are the results of using the
driver program on a user's workstation. The first call took 100+
seconds to complete while the next API call took less than 1 second to
complete. In addition, this is not related to threads being too busy as
the maximum number of threads are not being utilized, and we even tested
using a private thread with the same results. Lastly, the API and SQL
logs do not show the 100+ seconds it took to complete the GE API call.
It seems to be an issue with the network connection as it only happens
with remote clients. We have a ticket logged with BMC on this issue as
well.
1st GE API Call After 1 hour delay:
2nd GE API Call immediately the initial delay
ARGetEntry results
Return Code: OK
Field Value List: 2 items
Field Value Struct:
Field Id: 1
Value: (char) HD27513
Field Value Struct:
Field Id: 7
Value: (enumerated) 3
Status List: 0 items
Start Time:1189801277.64 (Fri Sep 14 2007 16:21:18)
Finish Time: 1189801378.562000 (Fri Sep 14 2007 16:22:59)
Elapsed Time: 100.922000
ARGetEntry results
Return Code: OK
Field Value List: 2 items
Field Value Struct:
Field Id: 1
Value: (char) HD27513
Field Value Struct:
Field Id: 7
Value: (enumerated) 3
Status List: 0 items
Start Time:1189801475.50 (Fri Sep 14 2007 16:24:35)
Finish Time: 1189801475.593000 (Fri Sep 14 2007 16:24:36)
Elapsed Time: 0.093000
Thanks,
Bryan
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington
Sent: Wednesday, September 26, 2007 10:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Delays after user tool sits idle
**
Yea... patch four broke the horizontal navigation bars on the left in
our ITSM7 stuff, so we rolled back to three. People here see this in
p3, p4 and 7.1. :-(
I was hoping 7.1 fixed this slowness thing, but evidently not.
I'm beginning to think it's something unique to our xp images here
(arg.)
--
Tony Worthington
Sr. Technical Analyst
Kohl's Department Stores
[EMAIL PROTECTED]
262-703-5911
Rick Cook <[EMAIL PROTECTED]>
Sent by: "Action Request System discussion list(ARSList)"
09/26/2007 09:42 AM
Please respond to
arslist@ARSLIST.ORG
To
arslist@ARSLIST.ORG
cc
Subject
Re: Delays after user tool sits idle
**
Tony, 7.0.1 p4 should be subtitled "We're really sorry about patch 3".
The patch 4 release notes mention that patch 4 fixes some errors that
were introduced in patch 3 - perhaps this is one of them? Of course, as
you have seen on other threads, patch 4 is no day at the beach, either.
Rick
On 9/26/07, Tony Worthington <[EMAIL PROTECTED]> wrote:
**
All -
Has anyone experienced the issue of the User Tool taking an extremely
long time to perform any action after sitting idle for a few minutes?
Click, wait a minute, then poof everything is back to normal.
We have 7.0.1p3 delpoyed, and I also see the same issue using the 7.1
tool. I'm going to open a ticket with support, but I was hoping for
some "me too's" or tips. :-)
(Nothing in client-side logging other than a gap where the tool is
frozen.)
Thanks,
Tony
ITSM7.0.2p4/win2kr3/10gr2
--
Tony Worthington
Sr. Technical Analyst
Kohl's Department Stores
[EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]>
262-703-5911
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Re: Delays after user tool sits idle
Yes, has seen the same. Was an issue with a firewall dropping connections. -- Jarl On 9/26/07, Tony Worthington <[EMAIL PROTECTED]> wrote: > ** > All - > > Has anyone experienced the issue of the User Tool taking an extremely long > time to perform any action after sitting idle for a few minutes? Click, > wait a minute, then poof everything is back to normal. > > We have 7.0.1p3 delpoyed, and I also see the same issue using the 7.1 tool. > I'm going to open a ticket with support, but I was hoping for some "me > too's" or tips. :-) > > (Nothing in client-side logging other than a gap where the tool is frozen.) > > Thanks, > Tony > > ITSM7.0.2p4/win2kr3/10gr2 > > > -- > Tony Worthington > Sr. Technical Analyst > Kohl's Department Stores > [EMAIL PROTECTED] > 262-703-5911 __20060125___This posting > was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Delays after user tool sits idle
vertical. sorry. -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 Tony Worthington <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 09:45 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle ** Yea... patch four broke the horizontal navigation bars on the left in our ITSM7 stuff, so we rolled back to three. People here see this in p3, p4 and 7.1. :-( I was hoping 7.1 fixed this slowness thing, but evidently not. I'm beginning to think it's something unique to our xp images here (arg.) -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 Rick Cook <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 09:42 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle ** Tony, 7.0.1 p4 should be subtitled "We're really sorry about patch 3". The patch 4 release notes mention that patch 4 fixes some errors that were introduced in patch 3 - perhaps this is one of them? Of course, as you have seen on other threads, patch 4 is no day at the beach, either. Rick On 9/26/07, Tony Worthington <[EMAIL PROTECTED]> wrote: ** All - Has anyone experienced the issue of the User Tool taking an extremely long time to perform any action after sitting idle for a few minutes? Click, wait a minute, then poof everything is back to normal. We have 7.0.1p3 delpoyed, and I also see the same issue using the 7.1 tool. I'm going to open a ticket with support, but I was hoping for some "me too's" or tips. :-) (Nothing in client-side logging other than a gap where the tool is frozen.) Thanks, Tony ITSM7.0.2p4/win2kr3/10gr2 -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ CONFIDENTIALITY NOTICE: This is a transmission from Kohl's Department Stores, Inc. and may contain information which is confidential and proprietary. If you are not the addressee, any disclosure, copying or distribution or use of the contents of this message is expressly prohibited. If you have received this transmission in error, please destroy it and notify us immediately at 262-703-7000. CAUTION: Internet and e-mail communications are Kohl's property and Kohl's reserves the right to retrieve and read any message created, sent and received. Kohl's reserves the right to monitor messages to or from authorized Kohl's Associates at any time without any further consent. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Delays after user tool sits idle
Yea... patch four broke the horizontal navigation bars on the left in our ITSM7 stuff, so we rolled back to three. People here see this in p3, p4 and 7.1. :-( I was hoping 7.1 fixed this slowness thing, but evidently not. I'm beginning to think it's something unique to our xp images here (arg.) -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 Rick Cook <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 09:42 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle ** Tony, 7.0.1 p4 should be subtitled "We're really sorry about patch 3". The patch 4 release notes mention that patch 4 fixes some errors that were introduced in patch 3 - perhaps this is one of them? Of course, as you have seen on other threads, patch 4 is no day at the beach, either. Rick On 9/26/07, Tony Worthington <[EMAIL PROTECTED]> wrote: ** All - Has anyone experienced the issue of the User Tool taking an extremely long time to perform any action after sitting idle for a few minutes? Click, wait a minute, then poof everything is back to normal. We have 7.0.1p3 delpoyed, and I also see the same issue using the 7.1 tool. I'm going to open a ticket with support, but I was hoping for some "me too's" or tips. :-) (Nothing in client-side logging other than a gap where the tool is frozen.) Thanks, Tony ITSM7.0.2p4/win2kr3/10gr2 -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 __20060125___This posting was submitted with HTML in it___ CONFIDENTIALITY NOTICE: This is a transmission from Kohl's Department Stores, Inc. and may contain information which is confidential and proprietary. If you are not the addressee, any disclosure, copying or distribution or use of the contents of this message is expressly prohibited. If you have received this transmission in error, please destroy it and notify us immediately at 262-703-7000. CAUTION: Internet and e-mail communications are Kohl's property and Kohl's reserves the right to retrieve and read any message created, sent and received. Kohl's reserves the right to monitor messages to or from authorized Kohl's Associates at any time without any further consent. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Delays after user tool sits idle
Nope. This is every pc that has Remedy installed here... my hd's are configured to not spin down. As far as caching, nope... not that either. Nothing changes with arf/arv files. The tool is just completely frozen for 15-30-60 seconds. -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 "L. J. Head" <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/26/2007 09:37 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle ** How long are we talking?is there anything else that pauses on the workstation?is it possible that the HD's are idling and it takes a second for them to spin back up and be functional again? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Wednesday, September 26, 2007 8:33 AM To: arslist@ARSLIST.ORG Subject: Delays after user tool sits idle ** All - Has anyone experienced the issue of the User Tool taking an extremely long time to perform any action after sitting idle for a few minutes? Click, wait a minute, then poof everything is back to normal. We have 7.0.1p3 delpoyed, and I also see the same issue using the 7.1 tool. I'm going to open a ticket with support, but I was hoping for some "me too's" or tips. :-) (Nothing in client-side logging other than a gap where the tool is frozen.) Thanks, Tony ITSM7.0.2p4/win2kr3/10gr2 -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ CONFIDENTIALITY NOTICE: This is a transmission from Kohl's Department Stores, Inc. and may contain information which is confidential and proprietary. If you are not the addressee, any disclosure, copying or distribution or use of the contents of this message is expressly prohibited. If you have received this transmission in error, please destroy it and notify us immediately at 262-703-7000. CAUTION: Internet and e-mail communications are Kohl's property and Kohl's reserves the right to retrieve and read any message created, sent and received. Kohl's reserves the right to monitor messages to or from authorized Kohl's Associates at any time without any further consent. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Delays after user tool sits idle
Tony, 7.0.1 p4 should be subtitled "We're really sorry about patch 3". The patch 4 release notes mention that patch 4 fixes some errors that were introduced in patch 3 - perhaps this is one of them? Of course, as you have seen on other threads, patch 4 is no day at the beach, either. Rick On 9/26/07, Tony Worthington <[EMAIL PROTECTED]> wrote: > > ** > All - > > Has anyone experienced the issue of the User Tool taking an extremely long > time to perform any action after sitting idle for a few minutes? Click, > wait a minute, then poof everything is back to normal. > > We have 7.0.1p3 delpoyed, and I also see the same issue using the 7.1tool. > I'm going to open a ticket with support, but I was hoping for some > "me too's" or tips. :-) > > (Nothing in client-side logging other than a gap where the tool is > frozen.) > > Thanks, > Tony > > ITSM7.0.2p4/win2kr3/10gr2 > > > -- > Tony Worthington > Sr. Technical Analyst > Kohl's Department Stores > [EMAIL PROTECTED] > 262-703-5911 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Delays after user tool sits idle
How long are we talking?is there anything else that pauses on the workstation?is it possible that the HD's are idling and it takes a second for them to spin back up and be functional again? _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Wednesday, September 26, 2007 8:33 AM To: arslist@ARSLIST.ORG Subject: Delays after user tool sits idle ** All - Has anyone experienced the issue of the User Tool taking an extremely long time to perform any action after sitting idle for a few minutes? Click, wait a minute, then poof everything is back to normal. We have 7.0.1p3 delpoyed, and I also see the same issue using the 7.1 tool. I'm going to open a ticket with support, but I was hoping for some "me too's" or tips. :-) (Nothing in client-side logging other than a gap where the tool is frozen.) Thanks, Tony ITSM7.0.2p4/win2kr3/10gr2 -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Delays after user tool sits idle
Hello Tony, I've never experienced this, but just guessing It could have something to do with reaching (arf and arv) files. Regards, Cleber Souza From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: September 26, 2007 10:33 AM To: arslist@ARSLIST.ORG Subject: Delays after user tool sits idle ** All - Has anyone experienced the issue of the User Tool taking an extremely long time to perform any action after sitting idle for a few minutes? Click, wait a minute, then poof everything is back to normal. We have 7.0.1p3 delpoyed, and I also see the same issue using the 7.1 tool. I'm going to open a ticket with support, but I was hoping for some "me too's" or tips. :-) (Nothing in client-side logging other than a gap where the tool is frozen.) Thanks, Tony ITSM7.0.2p4/win2kr3/10gr2 -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Delays after user tool sits idle
All - Has anyone experienced the issue of the User Tool taking an extremely long time to perform any action after sitting idle for a few minutes? Click, wait a minute, then poof everything is back to normal. We have 7.0.1p3 delpoyed, and I also see the same issue using the 7.1 tool. I'm going to open a ticket with support, but I was hoping for some "me too's" or tips. :-) (Nothing in client-side logging other than a gap where the tool is frozen.) Thanks, Tony ITSM7.0.2p4/win2kr3/10gr2 -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 CONFIDENTIALITY NOTICE: This is a transmission from Kohl's Department Stores, Inc. and may contain information which is confidential and proprietary. If you are not the addressee, any disclosure, copying or distribution or use of the contents of this message is expressly prohibited. If you have received this transmission in error, please destroy it and notify us immediately at 262-703-7000. CAUTION: Internet and e-mail communications are Kohl's property and Kohl's reserves the right to retrieve and read any message created, sent and received. Kohl's reserves the right to monitor messages to or from authorized Kohl's Associates at any time without any further consent. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
