12.1 Web Viewer - CA OM Webviewer errors and unresponsive

Products

• Output Management Web Viewer

Issue/Introduction

Critical Performance issues using 12.1 CA OM Web Viewer. The web page loads very slowly, partially loading or receiving CA Output Management Web Viewer r12.1 error Message: CA Output Management Web Viewer has experienced a problem, and your session has closed. Users unable to log in. The application consumes more and more CPU.

Cause

The root cause of the issues was the Antivirus software version. Symantec Endpoint version 14.0.2349.0100 had an issue which was fixed in version 14.0.3752.1000. After applying the update, the freezing stopped in all cases. Also, the server performance improved dramatically after upgrading the Symantec Endpoint client.

Environment

Release : 12.1

Component : CA OUTPUT MANAGEMENT WEB VIEWER FOR ALL PLATFORMS

Resolution

After adding the line below in the connector config, the errors went away on the test server. 

 Set sslImplementationName="org.apache.tomcat.util.net.jsse.JSSEImplementation" on the Connector to use JSSE for TLS rather than OpenSSL 1) DRAS threads updated to 32 2) Updated "Log off user after" to 50 minutes. 3) Updated DRAS and ENF tasks to SYSSTC to match CCI* tasks

All Web Viewer and CCI configuration also reviewed and tuned. None of this solved the problem. It wasn't until the root cause was discovered and remedied that the problem was truly addressed.