We had 9351 error problem back in January 2008. Below is how BMC had us
resolved it. Not sure if it applies to your situation but thought it
might help.
Todd Arner
Message from BMC:
For the problem with the 9351 error, BMC is requesting that you follow
below procedure in order to fix the problem.
Seems there's a defect. Can you please use the attached file to disable
the Java API and enable the C RPC layer?
To install this:
1) Stop the Midtier web app server
2) Drop the attached file into the Midtier WEB-INF/classes directory
3) Restart Midtier's web app server
________________________________
From: Action Request System discussion list(ARSList)
[mailto:[email protected]] On Behalf Of Rich Gustavson
Sent: Thursday, August 20, 2009 8:01 AM
To: [email protected]
Subject: Re: ARERR 9351 - Need Help
**
Bruce,
We are having the same exact problem, a lot of the times the users dont
even get the error, it just locks up their screen. Here are differences
between our envs we are on:
- ITSM 7.0.3 patch 7.
- we are using Weblogic instead of Tomcat., however in the next two
weeks we are switching over to Tomcat.
And when they use Firefox or IE with Fiddler on, the problem goes away.
One thing we tried is that if we use IE with Fiddler on but disble the
fiddler option to "Ignore Certificate Errors", our end users starts to
hang again.
We do have a ticket open with Microsoft and they are currently looking
into the problem as well.
Also, BMC has said to me in the past that in order to get rid of the
9351 errors you need to flush your cache:
- first try the end users browers cache (have them do it manually)
- if still have problems then flush the mid tier cache
Weve done that...and most of the 9351 errors have gone away, but the end
users still hangs to the point where they either have to kill the ie
process or reboot their machines.
If we find a solution, I will let you know.
Thanks,
Rich
--- On Wed, 8/19/09, bruce sisk <[email protected]> wrote:
From: bruce sisk <[email protected]>
Subject: Re: ARERR 9351 - Need Help
To: [email protected]
Date: Wednesday, August 19, 2009, 6:40 PM
** Sorry...tried hard to include all the environment...
We are running ITSM 7.0.3 Patch 8.
-----Original Message-----
From: Joe DeSouza
Sent: Aug 19, 2009 3:45 PM
To: [email protected]
Subject: Re: ARERR 9351 - Need Help
**
Bruce,
What patch of the "ITSM Applications" (NOT ARS) are you
guys on? I remember there used to be an issue with the ardbcQuery.dll
with the early releases of ITSM 7 that used to result in that error.
I am not sure which patch resolved that problem. I'm
pretty sure it was either Patch 3 or above though.
Joe
________________________________
From: bruce sisk <[email protected]>
To: [email protected]
Sent: Wednesday, August 19, 2009 2:20:08 PM
Subject: ARERR 9351 - Need Help
Hello,
We are experiencing a problem with our mid-tier users in
that they get a 5-10 minute screen lock whenever they try to access the
Incident management Console by clicking the link on the Home page. When
the screen finally unlocks, they get the error:
Unable to setup data connection, which is preventing the
application from working correctly. (ARERR 9351)
Environment:
ARS 7.1 Patch 7
Oracle 10 (remote server)
Mid-tier 7.1 patch 7 (2 remote servers running Tomcat
and IIS6 with a load balancer)
Users are browsing with both IE 6 and 7. We get the
error in both.
The problem is intermitent...not everyone is having the
problem...those who have it don't have it all the time.
Done so far:
Have researched the issue on Remedy's KB...not much
information.
Have researched the issue on ARSList...several postings,
but no solutions.
Have opened an issue with Remedy support...we seem to
just be sending them log files.
Have tried to turn on client side logging for users
having the issue...with logging turned on (setting through Preferences
form), the issue completely goes away.
Server side logging does not reveal any issues or
errors.
Have downloaded and installed Fiddler (a suggestion from
the ARSList postings)...again, while logging through Fiddler, the issue
completely goes away.
Have downloaded and installed Firefox 3.5 the issue goes
away.
Some things we CAN'T do:
IE is the "official" browser for this company, so
Firefox is NOT an option.
The Workflow logging window that opens with client side
remedy logging is irritating people so that can't be considered a
permanent solution.
This is a plea for any insight or solutions from those
who have had this issue in the past and what you did to resolve it.
Thanks,
Bruce Sisk
BFS Enterprises
________________________________________
PeoplePC Online
A better way to Internet
http://www.peoplepc.com
_Platinum Sponsor: [email protected] ARSlist:
"Where the Answers Are"_
________________________________________
PeoplePC Online
A better way to Internet
http://www.peoplepc.com
_Platinum Sponsor: [email protected] ARSlist: "Where the
Answers Are"_
_Platinum Sponsor: [email protected] ARSlist: "Where the Answers
Are"_
_______________________________________________________________________________
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
<?xml version="1.0" encoding="UTF-8"?>
<!-- This is the sample config file for Arsystem Java API configuration.
It currently lists all the default values for the config
parameters used in the api. If you wish to override the default config values, then
you can rename this file to arsys_api.xml and change the config parameters that you wish to override .
You can also remove or comment out the config parameters that you don't wish to override and
keep the default values -->
<javaapi_config>
<!-- specify the catalog file name without the file extension or language code -->
<catalogFile>arcatalog</catalogFile>
<!-- valid values are true or false -->
<jrpcMode>false</jrpcMode>
<!-- valid values are 0,1,2,4,8,16,32,64 -->
<apiRecording>0</apiRecording>
<!-- valid values are 0, 1, 2 -->
<connectionMaxRetries>0</connectionMaxRetries>
<!-- valid values are 1000, 2000, (in milliseconds) -->
<timeLagBetweenRetriesMillSec>1000</timeLagBetweenRetriesMillSec>
<!-- valid values are any of the following:
org.apache.commons.lang.builder.ToStringStyle.DEFAULT_STYLE
org.apache.commons.lang.builder.ToStringStyle.MULTI_LINE_STYLE
org.apache.commons.lang.builder.ToStringStyle.NO_FIELD_NAMES_STYLE
org.apache.commons.lang.builder.ToStringStyle.SHORT_PREFIX_STYLE
org.apache.commons.lang.builder.ToStringStyle.SIMPLE_STYLE
(default) com.bmc.arsys.api.NoPrefixToStringStyle.NO_PREFIX_STYLE
Any static ToStringStyle member of a custom class accessible to the current process
-->
<toStringStyle>com.bmc.arsys.api.NoPrefixToStringStyle.NO_PREFIX_STYLE</toStringStyle>
<!-- Indicates whether the FieldAssignInfo class assignment members be stringized for easier
access. Valid values are true or false -->
<stringizeFieldAssignments>false</stringizeFieldAssignments>
<!-- Indicates whether the SetFieldsFromForm action set-if-qualification member be stringized
for easier access. Valid values are true or false -->
<stringizeSetIfQualification>false</stringizeSetIfQualification>
</javaapi_config>
