All, Just a crazy idea, but have you looked at the java running on the mid-tier box and the amount of memory it i allocated?
Howard On Thu, Aug 20, 2009 at 9:00 AM, Rich Gustavson <[email protected]> wrote: > ** 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 Internethttp://www.peoplepc.com > > _Platinum Sponsor: [email protected] ARSlist: "Where the Answers > Are"_ > > > _Platinum Sponsor: [email protected] ARSlist: "Where the Answers > Are"_ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [email protected] LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
