grayed out rooms in navigation

[DCIM_Support]

We faced with strange behavior of DCO - some rooms in navigation pane is grayed out and cant't load.

When user double-click it appear progress bar "Loading room" and nothing. We waiting for 5-10 minutes , but not successful.  Also we found - grayed out rooms have shorter right-click menu, some actions are not available.

DCO have 3 configured users with same rights - all of them have max rights and all of them have that issue.

It seems like room locked for editing by some user and this lock is endless.

(CID:96044713)

[DCIM_Support]

Hi dfj , welcome to the community! I've sent you an email, please check your inbox and get back to me, so we can proceed with this case. Thank you.

(CID:96044771)

[DCIM_Support]

Hi Piotr, I've got nothing on email. please repeat to dfljxrjy_at_inbox.lv

(CID:96044785)

[DCIM_Support]

Hi dfj , did you receive it?

(CID:96044833)

[DCIM_Support]

Hi Alex,

The "greyed out" in the navigation pane is usually an indication that the room(s) is/are not opened yet. The right-click menu is working as expected.

I would suggest to clear the client temporary files and see if that would resolve the room loading issue (for your greyed out rooms). The client temporary files are usually located on (ex. Win 7) C:\Users\\.isxo\

Next step: otherwise a detail investigation would be needed - would it be possible to ask for a copy of your backup file? If needed I would be able to send you an invite to my schneider box.

(CID:96044946)

[DCIM_Support]

Hi Jef, deleting of temporary files not help - room loading takes 10-15 min. Send me invite to your schneider box for uploading backup file.

(CID:96044955)

[DCIM_Support]

I've send you an invite, thanks.

(CID:96044962)

[DCIM_Support]

I've uploaded 2 backup files - for 4th and 5th May.

(CID:96044964)

[DCIM_Support]

Hi Alex,

I have been testing the provided backup files, many thanks for sharing, and could easily open the rooms without any problem. I could not see/verify any  "locked room" - the setup seems to be alright.  I need more details to continue the troubleshooting, may I ask for the following info:

1. which user has the room loading issue?

could you please collect the user "application.log" file and share with me

Location of the "application.log" file (on Win 7): C:\Users\\.isxo\7.4.xxx\Operations\application.log

2. which room do you/user have the "room loading" issue with?

3. I would like to see a screen capture from server webmin -> System Information

4. could you please also share the server logs with me,

server logs can be collected either from the DCO application or through the Webmin:

in DCO, logs are available in Help > Download Log Files. (note, that the download may take 5-10 minutes to complete)

through the webmin -> StructureWare DC Operation ->  Download Log Files -> "Download log files"

(CID:96763991)

[DCIM_Support]

I've uploaded files in folder "grayed_out_rooms"

(CID:96763993)

[DCIM_Support]

all users has same issue with all defined rooms.

(CID:96764024)

[DCIM_Support]

Hi Alex, Many thanks for providing the additional info. It seems basically the room loading issue is memory related , currently you have almost 12 GB RAM, which is not enough. According to our minimum requirement, at least 16 GB RAM is needed, http://dcimsupport.apc.com/display/UAOp74/System+Requirements

(CID:96764075)

[DCIM_Support]

Hi Jef, it seems that problem deeper than only RAM. We have added 4 GB, 16 GB total now but issue still exist. One interesting thing - rooms which was loaded in previous session loading fast. If room was not loaded in previous session - then it loads much longer, progress bar displaying "Operation in progress...".

(CID:96764155)

[DCIM_Support]

Hi Alex, In general the client cache data is being used to display the room(s) on your client workstation. So it would make sense that the room loading is faster for rooms which have been loaded in previous session (eg. already been cached). There are some "read time out" and "connection lost" errors in the logs, so it would be good idea to check the routing between the client machine(s) and the server. I would also suggest to test the client connection via port 443/ssl (the current connection) and via port 80. That might give you an idea if the connection (eg. routing, etc.) needs some attention. The client status icon (bottom right) would also tell you about the connection between client and server. Status icon indicating the status of the server/client connection: red (network problem), green (normal connection).

(CID:96764192)

[DCIM_Support]

This question is closed for comments. You're welcome to start a new topic if you have further comments on this issue.