StruxureWare Central - "Client has lost communication with the server"

[DCIM_Support]

Hello.

Have repeating message on client PCs trying to connect to StruxureWare Central 7.0.0.284 server:

"The client has lost communication with the server. Check to be sure the server is communicating and log in again".

Message appears after different client work time - from 1 minute to 1 hour. Started to bothering about 2 weeks ago.

In logs there are messages:

!MESSAGE Unhandled exception reading from server

!STACK 0

com.thoughtworks.xstream.converters.ConversionException:  : Protocol violation: Unexpected single newline character in chunk size

Server is 10.181.1.1, affected PCs from 10.181.50.*. Computers from 10.181.1.* work fine.

(CID:105458681)

[DCIM_Support]

Hi Vadim, It is is not easy to say what is causing this based on the few lines from the log files. Did any changes happen to the network 2 weeks ago when the problem started? Would it be possible for you to sent us the complete log files. The instructions on how to download the log files can be found here: http://dcimsupport.apc.com/questions/105458517/how-to-download-capture-logs-on-data-center-expert StruxureWare Central version 7.0 is an older version. If a valid support contract exists will it also be possible to upgrade to a newer version. Thanks Jesper

(CID:105458688)

[DCIM_Support]

Hello, server logs collecting is underway - need someone who has appropriate rights, ETA tomorrow. There were no network changes at the moment of problem start, but we noticed that problem PCs is in Windows domain - independently to network subnet. Contacting with domain administrator to check if there were any changes in domain. There are network settings screenshots, logs from client PCs and some NB logs for last days in attached .zip. Can you tell that upgrade to newest version will exactly eliminate the problem?

BMS - client crash.zip

(CID:105458726)

[DCIM_Support]

Hello, server log archive collected, where to send it?

(CID:105458772)

[DCIM_Support]

Hi Vadim, I have sent you an email with a link to a box folder. Have you tried on un-install and install the client again? It might be a problem with mismatch between the client and the server information. Might also want to investigate if the problems only occur for some of the PC's and if this has someting to do with the domain. An upgrade will not fix this problem if this is related to network issues or if some of the clients works. But a new version of Data Center Operation will give you latest fixes and security patches. Thanks Jesper

(CID:105458807)

[DCIM_Support]

Hello, Thank you for your responce. Logs pack uploaded to folder. Still waiting answer from network engineer about domain related works at specified time. WIll try to reinstall client at domain and non-domain PCs tomorrow.

(CID:105458859)

[DCIM_Support]

Hi Vadim, Did you get any result from talking to the network engineer? The way you describe it it sounds like a network issue. If the server is on 10.181.1.1 and the affected PCs is on 10.181.50.*. And Computers from 10.181.1.* works fine. Then it sounds like there is some kind of network issue between the two networks. One thing to try is to take a computer that works from the 10.181.1.* network and move it to the 10.181.50.*. Is this computer still able to log into the Data Center Expert server after being moved? Do you know what was changed in the network before the problem start occurring? Thanks Jesper

(CID:105459227)

[DCIM_Support]

Hi vadim.dvirnyy, did you see this? Kind regards, Stine

(CID:105459654)

[DCIM_Support]

Hello, sorry for late answer - there were new year holidays. As i mentioned before, domain PCs are 10.181.50.* (work bad) and non-domain PCs are 10.181.1.* (work well). When we're connecting non-domain PCs to 10.181.50.*, they're still work fine. In logs we're see messages 'Unexpected single newline character in chunk size' at the crash moment, which is very likely applies to Java. Could it be a problem with corporate firewall or antivirus software? Is something seen from collected logs?

(CID:105459866)

[DCIM_Support]

Hi vadim.dvirnyy We can not see directly in the logs what is causing this, but I think your assumptions are correct. It could be a firewall or a antivirus issue. If you can move one of the non-domain to the 10.181.50.* and it works does it sound like the issue is on the the domain PC's. To investigate this further could you move one of the domain PC's to the Private Lan of the DCE server (I assume you are using a private lan). This way will you be able to connect to the server from a Domain PC without going through a firewall. This way will you know if the issue is on the PC or in the firewall Thanks Jesper

(CID:105460700)

[DCIM_Support]

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