Remedy Server -Timeouts encountered when changing CCS/Server Information configuration settings or with application startups of the plugin server, email engine, etc.

Knowledge Article

Article Number

000364378

Old Article Number

000163258

Article Type

Solutions to a Product Problem

Title

Remedy Server -Timeouts encountered when changing CCS/Server Information configuration settings or with application startups of the plugin server, email engine, etc.

Summary

problems with making configuration changes via Remedy and encounter timeouts.

Product

Remedy AR System Server

Component

AR System Server

Applies to

ARS 9.x

Problem

Attempt to make any changes via Centralized Configuration (CCS) form, Plugin Server Configuration or any application startups such as the Email Engine or Plugin Server encountering errors with synchronization of configurations between the CCS form and the configuration files encounter timeout errors like ARERR 92 or ARERR 93.

Below is a snippet from api/filter/sql logging where the API call hung with last entry is an INSERT on the arschema table. We see 'nextId' being incremented by 1 indicating next block id setting is 1.

UPDATE arschema SET nextId = nextId + 1 OUTPUT inserted.nextId WHERE schemaId = 845 OK
INSERT INTO T845(C179,C3204,C3205,C2,C7,C8,C59599,C5,C3,C6,C1) VALUES(N'IDGAA5V0H2CZAAPLP6YAPKS04W4PA8',N'com.bmc.arsys.emaildaemon.Monitor',N'30',N'Remedy Application Service',0,N'x',0,N'Remedy Application Service',1548114695,1548114695,N'000000000003244')

Cause

The ar.cfg/ar.conf has 'Next-ID-Block-Size: 1' configured causing database blocking on the arschema table or other tables.

Solution

This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers.

Modify 'Next-ID-Block-Size:' parameter to a larger value. Recommended value and out of box value is 100. If there is a special need to have this set for a form then set it at form level via Developer Studio.

If needed modify the ar.cfg/ar.conf manually. Stop the server, make the change then restart the server.

Note:
"Next-ID-Block-Size parameter should never be set to less than 100 to avoid problems the recommended value for this parameter is 100."

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