GDesktop Hangs during Login attempt

[pspenning]

Good Day everyone,
We have a very frustrating problem that we, nor Genesys, can seem to put their finger on.
We have 3 GAD servers running Apache 2.2 and Tomcat 5.x (GAD A, GAD B, and GAD C).  Our agents in all 3 call centers have sporadic luck in logging in to any of the three servers.  One agent will attempt to log in to GAD A and will get past the first screen.  When they go to the second screen and type their Avaya agent login information and click submit, the screen will just sit there forever.  The progress bar VERY slowly moves like it is waiting for some response from the server.
The strange thing is that someone else can log in to the same server on the same computer and they can log in with no problem.
Then, the user who couldn't log in to GAD A can go to GAD B and they can log in just fine.  Another scenario would be that the agent who couldn't log in to GAD A can go to another computer and log in to GAD A with no problem.
We have found that SOMETIMES if we restart Tomcat and Apache, the problem is fixed for a short time, but it always comes back.
Has anyone seen this problem?
We are using GAD 7.6
Thanks!
Perry

[barleycorn]

Logs with details of the agent that is having the problem please!

[pspenning]

That's the really strange part.  I was just watching my logs while the agent attempted to log in.  I got nothing...  I got other agents who were able to log in with no problem.  But this agent who couldn't get past the 2nd page did not show up in the logs...

[René]

Perry,

If there is no record in GDesktop log then (with high probability) the request haven't been passed by Apache to Tomcat. Please check jk_mod log - maybe the communication bus (number of threads) between Apache and Tomcat is full.

R.

[pspenning]

Perhaps I have something configured wrong because the mod_jk.log file is empty.  Or is that actually a good thing?  The JkLogLevel is 'emerg' and is pointed to a valid path.

Thanks,

[barleycorn]

You could try setting loglevel to debug.
Are all your agents using same URL for connecting to GAD?  Are the three instances load-balanced under Apache?

[René]

If the log is empty then there was no emergency (error) event. That's a good message

You can try to decrease log level to find out if the request is passed from Apache to Tomcat. You can check Apache logs as well. I think we need to find out why the request isn't process by GDesktop = where and by what component is stopped or processed incorrectly.

R.

[pspenning]

Thanks so much for the feedback.
Apache isn't load balancing any instances of Tomcat - Yet...  They are still one pair for one.

I will lower the log level to Debug and take a look.

Thanks Again,
Perry