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ISuite Problems (AWE)

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Irving:
We have EmailServer 5.1.630 on some boxes and have seen it cause NT to crash after it is running for about a week. NT crashes with multiple USER32.DLL failures. The only thing that can be done is to reboot the box. We suspect that the memory leaks got so bad that there was not enough heap space left. Have you seen this behavior? We are talking with Genesys Tech support to get their latest hotfix (maybe its 5.1.642).

Rick:
Yes, that is indicitive of what we were seeing also. Ask Support for 5.1.642. We don't have 5.1.642 installed in production yet, but we've seen no evidence of memory or handle problems in our dev/test environment and it has been running there for 7 days. Definitely do not get 5.1.640, as it also has a handle leak. Good luck!

Rick:
We HAVE had this problem! We were running 5.1.619 and they gave us a hot fix to try to help the situation. It didn't work and they gave us another one to try just recently. I'm at home right now, but I can get the exact version numbers for you from my office if you like. The latest "fix" doesn't really fix anything. Basically, it looks to see if RunInbound or RunOutbound have been running for a given length of time (adjustable, default 10 minutes). If so, it assumes that the process is locked up. It sends a message to the NT Event Log and kills the locked up process. The next time AWE reaches the RunInbound or RunOutbound events, they run normally.

All this "fix" has done is determine when AWE is locked up and prevent us from having to intervene in the situation ourselves. We worked with Jay Derby, Tier 3 support at Genesys.

Irving:
We have had instances where AWE appears to be hung. Sometimes we see the RunInbound.exe, RunOutbound.exe or both sitting in task manager. Killing them sometimes fixes the problem and everything runs fine for a while. Other times, if ignored, the CPU eventually gets pegged at 100%. Even after killing all the Genesys processes running in the box, the cpu stays aroung 54%. We don't know if it is a memory leak or whatever. We end up rebooting the box. One of our sites have scheduled reboots every 2 weeks to minimize this problem.

Genesys gave us version 5.1.630 of EmailServer. We are going to try it out in our test box first. I don't know if it will fix the CPU pegging at 100%. Attached is the release note.

Release Notes: Genesys EMail Server Installer 5.1.630
[05/02/01]
HOT FIX FOR EMail Server (AWE)
Restricted Release
--------------------------
This release fixes a bug in the EMail server (AWE).

For unknown reasons, the Inbound and Outbound AWE processes hang
periodically. This prevents email from being processed until
the offending process is terminated. As a workaround, the AWE
has been modified as follows:

A timeout period can be specified using the 'Options | Set
Timeout' menu item. The default period is ten minutes. If an
event cycle has not completed before the timeout period expires,
the AWE writes an error message to the System
Application log and tries to kill the process. If successful,
the email processing will continue normally from that point.

NOTE: Email server has a dependency on Internet Explorer 5.01
(minor version 5.00.29x or higher). This must be installed
in order for this fix to function correctly.

Installation:

Make sure all Internet Suite Components are shutdown. Run
SetupEmServer.exe and follow the prompts.

Rick:
That's what we're running, too. We tried it in test for about a month and installed into production just last Friday. So far so good. But, as I mentioned, it isn't really much of a fix!

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