Bruce, We have the EXACT same environment and we are experiencing the same symptoms. BMC support has been no help and has concluded to us that it is a network latency issue that we need to resolve ourselves. This does seem to be related to network because I cannot reproduce the errors on my LAN connection with the server, while users about 3 states away are experiencing it 3-5 times a day.
Surely there is some sort of timeout threshold (in Tomcat itself or the Mid-Tier servlets) that we can tune to make this more tolerable to the latency of the data transfer to fill the field with large amounts of data. I've even upgraded Tomcat to version 5.5.27 as recommended in KB doc 20003714, which didn't resolve the issue. Hopefully someone out there has come up with a sure-fire resolution to this one as we too have investigated this to no end. Thanks to anyone who can help us out! Regards, Tony Cesaro -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of bruce sisk Sent: Wednesday, August 19, 2009 14:20 To: [email protected] Subject: ARERR 9351 - Need Help Hello, We are experiencing a problem with our mid-tier users in that they get a 5-10 minute screen lock whenever they try to access the Incident management Console by clicking the link on the Home page. When the screen finally unlocks, they get the error: Unable to setup data connection, which is preventing the application from working correctly. (ARERR 9351) Environment: ARS 7.1 Patch 7 Oracle 10 (remote server) Mid-tier 7.1 patch 7 (2 remote servers running Tomcat and IIS6 with a load balancer) Users are browsing with both IE 6 and 7. We get the error in both. The problem is intermitent...not everyone is having the problem...those who have it don't have it all the time. Done so far: Have researched the issue on Remedy's KB...not much information. Have researched the issue on ARSList...several postings, but no solutions. Have opened an issue with Remedy support...we seem to just be sending them log files. Have tried to turn on client side logging for users having the issue...with logging turned on (setting through Preferences form), the issue completely goes away. Server side logging does not reveal any issues or errors. Have downloaded and installed Fiddler (a suggestion from the ARSList postings)...again, while logging through Fiddler, the issue completely goes away. Have downloaded and installed Firefox 3.5 the issue goes away. Some things we CAN'T do: IE is the "official" browser for this company, so Firefox is NOT an option. The Workflow logging window that opens with client side remedy logging is irritating people so that can't be considered a permanent solution. This is a plea for any insight or solutions from those who have had this issue in the past and what you did to resolve it. Thanks, Bruce Sisk BFS Enterprises ________________________________________ PeoplePC Online A better way to Internet http://www.peoplepc.com _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
