Virtual Memory Leak

[NCSC_User]

Is anyone aware of a virtual memory leak associated with CCPulse?

I'm using version 7.2.0001.03

Recently i noticed i was getting a recurring "low on virtual memory" error message.  I decided to do some digging and opened my Task Manager and started watching the VM counts for my open applications.

The main one that stood out is CallCenter.exe which is related to CCPulse running on my pc.  When i opened it it was using roughly 50k in VM.. about 2 hours later it's now up to 165k and growing incrementally.

Any one else experiencing this problem?  Any fix that you are aware of besides maxing out my VM?

[Sylvainsjc]

You can find several explained cases on the genesys web site.
For example this one :
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Upgrade VBScript.dll if its older than 5.6.0.8820.
It can be obtained from MSDN for free:
http://www.microsoft.com/downloads/details.aspx?FamilyID=c717d943-7e4b-4622-86eb-95a22b832caa&displaylang=en&Hash=Q3RLWK9
Note that computer also needs to be restarted after VBScript upgrade.
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Can you have a look ?

[NCSC_User]

How can i check to see what version my vb script is?

[Sylvainsjc]

Locate this file in your windows folder and clic on properties, you'll see the version

[cavagnaro]

How many stats do you get and threshold and alerts do you have?
Many of them, as discussed on another post, can affect in a very bad way your CCPulse computer performance.

[NCSC_User]

Number of Objects Requested: 713
Number of Real-Time Statistics: 1283
Number of  Historical  Statistics: 0
Number of Thresholds Applied: 55

We have a company standard that 1500 is the allowable max for Real-Time Stats considering how many users we have.  This is for AT&T call center support.

Checking on that other info now.  Thanks

[NCSC_User]

Ok this is kind of odd.. i did a search and actually came up with 2 files of the same name.  Not sure if one is from a much older version of Pulse prior to an upgrade..kinda looks like it.. Here's my results:

File: vbscript.dll 
Located in: C:\WINDOWS\system32
Version: 5.6.0.8825
Modify Date: 8/9/04

File: VBSCRIPT.DLLl 
Located in: C:\Program Files\SELFHEAL\Prj2000\System
Version: 4.0.0.3419
Modify Date: 10/19/98

[Sylvainsjc]

Your used vbscript.dll is in windows/system32 and is ok.  There is also some known troubles with anti-virus softwares

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Policy:
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As a general policy/approach, anti-virus software should be disabled on server boxes. Any anti-virus software decreases server performance and can block server applications from normal operation. Most mission critical servers' integrity should be protected from internal and external threats by using limited network access, security policies, firewalls, and other organizational means.
Anti-virus should be used on client/agent facing boxes. See list of known issues for client components. Check Release Notes for each product for known issues. Contact Support for newly discovered issues.

Technical Support will accept all Genesys related problems faced during the use of anti-virus software for analysis and will provide recommendations and explanations for these issues. Client may be required to provide either license or trial version of the anti virus software for complete analysis. In most cases the subsequent solution (recommended configuration changes, enabling/disabling particular scanners) should be addressed by anti-virus vendor.

Preferred Vendors:
===============

At this point there is no particular vendor or anti-virus suite that Genesys would recommend/require/approve for use or guarantee to function reliably. We do have a preferred anti-virus solution: Trend Micro Office Scan; which is used in-house. In most cases, anti-virus should not negatively affect agents' work.

PS Original source ER #68521

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Known problems with adverse effects are listed below.
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There are no other known issues at this time.

client: CCPulse

anti-virus: McAffee, Norton : the problem is with McAffee product memory leak while checking Visual Basic Scripts execution.

Note of incompatibility with Genesys is published on vendor site:

http://knowledge.mcafee.com/SupportSite/search.do?cmd=displayKC&docType=kc&externalId=KB40067&sliceId=SAL_Public&dialogID=1168942&stateId=1%200%201172245

Workaround is to upgrade McAffee suit to th latest versions or disable script scan as described on vendor side.

client: Internet Explore browser working with Genesys Desktop server

antivirus: any online Web traffic scan/monitor.

Performance maybe affected (responsiveness slowdown in up to 20 times) depends on the CPU speed and Memory volume of the client box.

If customization is used and custom files are infected - they can be blocked by antivirus scanner - this should be addressed by customization developer.

client: MCR/ICS Email Server Java downloading messages from corporate POP3/IMAP Server
antivirus: any online POP3/IMAP traffic monitor, email file format monitor.

Software can block download/use of emails with viruses. ICS ESJ has enchancements that will allow normal work - but see Release Ntoes on special handling. For MCR it is recommended to use Server Side antivirus.
For GVP components same considerations as fro Genesys Desktop applies. Online web traffic scanner/monitor may impact performance.
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Date Last Updated:  10/31/2006 19:45:19