Apps disconnecting form ConfigServer/LicenseMgr

[John]

This problem has been happening sporadically for the last few months, Genesys applications at various call centers are apparently timing out with this message...



Disconnect Notification

(link_stop) link

• 'link   cp' stop
  

(tcp_stop) closed on [180]



We have a centralized license file that all Genesys applications in 3 call centers access.



When I ask Genesys about it, they insist that it is a network issue, while our network folks insist that they see nothing wrong.  I tend to side with Genesys, but wanted to see if others had experienced the same pain and might have some insight for me to look in another direction.Thanks..

[Calum]

Same here  although I am a single site. Have your network admin put a sniffer or whatever else they can muster on to the network. If they refuse (which they probably will) that will speak for itself.

[Vic]

This is a link issue.

Do you have any messages preceeding this one or after this one?

If not, then it sure looks like pbx link drops a connection.

In this case, first check with pbx people if they have any error messages in a log.



It is either that or network traffic. Does it happen intermittently?



We had a similar problem on several sites and the only way to fix it was to upgrade the network or redeploy the system using a different architecture.



Look in a TServer log and see if you have client disconnected messages during the same interval for other products connected to it as well. Do you have other products running on that machine? If so check their logs as well for client disconnected messages during the same timeframe.



Vic

[John]

Calum  I've requested the sniffer in the past with the tepid response you predicted. I'm giving it another shot, and also checking into some HPOpenView monitoring of the log files to at least catch the problem more quickly.



Vic  In answer to your questions/sugggestions...



1) Nope, no messages precede the link drop message in the log (I had Genesys tech support verify).  

2)I did not consider this as a PBX issue in that multiple applications at multiple sites (each with a seperate PBX) are failing at around the same time  which to me pointed to either a network problem or a problem with the server running Config Server and License Manager (or a problem with the apps themselves  are Genesys apps simply very sensitive to network hiccups?).

3)The problem does happen intermittently and the only other app we have running on the remote servers is StatServer  that also fails during these outages.  You're scaring me with that "the only way to fix it was to upgrade the network" talk, but that might be what it takes...



Thanks for the response  if I come up with any new information I think is postworthy, I'll shot it out...



John  

[Mark Newcomb]

I'm sure you've checked this but is your license file located on a different server from the applications that are failing? If so it could be that the license server is running at an earlier time than the applications.



i.e. license manager machine reports 10:30:00 but application machine reads 10:31:00



As the application is in the future the license manager refuses to allow the application to run..........

[John]

Mark,



Yes the license file is located on a centralized server seperate from those that are failing.  



At the risk of sounding like a bad Genesys administrator I had not checked the server times previously, but when I just did there was a mixture of some servers running with times in the range of either 5 minutes earlier or 5 minutes later than the server time on the license manager box and all apps have been up and running for days now since the last problem  and have ran for 99.9 % of the time since the original install a year and a half ago, with me not dealing with those server times.  



Once I did experience the problem you describe when a server time was incorrectly set from AM to PM and was therefore off by a large chunk of time, but not for these short time frames.  



At any rate, thanks for the information, I'll modify the server times at all sites just to be safe....

[Calum]

I have really little problems with server times not being synched. Unfortunately the network team in do not have the servers on an Atomic Clock.



Is it possible to synch the PABX to the network time? I'm being told otherwise....