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"
