DCE-7.4.3 Error "unable to retrieve the data from server"

[DCIM_Support]

This question was originally posted on DCIM Support by Ali on 2017-11-22

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Dear Team,

                  We have a physical DCE server 7.4.3 that was showing the "Unable to retrieve data from server" message when opening up via the web page.  We were also unable to log onto it via the DCE client.  Since it was inaccessible we did a shutdown and restart of the server to get it back up and running. After reboot the problem has been solved. 

Now our customer asked what was the issue and we don't have any answer. i need a proper technical answer from your side. kindly see the attached server logs and screenshots.

nbc.xml

nblogs_20-11-2017_11-26-34.zip

Regards,

Ali

(CID:126179205)

[DCIM_Support]

This comment was originally posted on DCIM Support by spezialist on 2017-11-22

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Dear Ali,

From my practical experience – sometimes it happens, and, indeed, it is necessary to reboot the physical DCE-server ☹️.

I do not know if it will somehow help you, but from system logs I assume, that the cause of the hang of the DCE-server – is multiple propagation java processes.This leads to a significant overload of the DCE-server, which simply does not have enough physical resources (a weak processor, a small amount of RAM, etc.)

For example, two days ago I had to reboot the physical DCE-server (uptime more than 200 days) because of this (Unable to retrieve the data from server). This happened after the DCE-server lost communication with more than 200 devices for more than 10 minutes. And then the DCE-server tried to send out a huge amount of email notifications about this critical event...

I hope this helps you.

With respect.

(CID:126179840)

[DCIM_Support]

This comment was originally posted on DCIM Support by Ali on 2017-11-26

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Hi Team,

             anybody can give me a perfect answer based on attached logs. 

Steven Marchetti 

(CID:126180464)

[DCIM_Support]

This comment was originally posted on DCIM Support by spezialist on 2017-11-27

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Dear Ali,

The fact is that the logs you have attached are automatically deleted, i.e. [attachment deducted].

With respect.

(CID:126180685)

[DCIM_Support]

This comment was originally posted on DCIM Support by Ditte Drewer Mathiasen on 2017-11-27

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Hi Ali, thanks for posting. Let's hope you find your answer here. 

Kind regards Ditte

(CID:126180695)

[DCIM_Support]

This answer was originally posted on DCIM Support by Steven Marchetti on 2017-11-27

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Hi Ali,

If you need to get someone to look at the logs, you need to get the capturelogs. They're available on the server at http://<server_IP>/capturelogs. If one exists, delete it and start another. As spezialist inferred, the nbc.xml is created anew when the system is rebooted. If you got this log after the reboot, it will not show what happened prior to the reboot. Although I still see errors in the log relating to DHCP, i can't say it has anything to do with the issue.

If you do wish to pursue trying to find out why the issue may have happened, I suggest using your local technical resources and their escalation path. I can not escalate non-US issues to engineering, they require the local teams to do this.

Steve

(CID:126181176)

[DCIM_Support]

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