This is generally caused by something that blocks a request to the web server or a response from the web server. That is the path you need to analyze to find the cause. Some common things that may get in the way of the communication: - security plugins for your web server ( http://communities.bmc.com/communities/thread/24320%3Bjsessionid=AD04401CA86A9029A6AA1F4220038E7A ) - sso on your web server (alters response before it is sent back to client) - miconfigured load balancer (redirects users request to wrong web server) - network issues (dropped packets, routing issues, etc.)
Axton Grams On Wed, Aug 19, 2009 at 1:20 PM, bruce sisk <[email protected]> wrote: > 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]<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"
