ServiceDesk console timing out when w3wp.exe approaches 1.5 GB memory usage

Products

• ServiceDesk

Issue/Introduction

While using the ServiceDesk console, things run fine until memory usage on w3wp.exe approaches 1.5GB at which point everything times out.

Below are some of the errors you may receive:

Timeout expired. The timeout period elapsed prior to the complation of the operation or the server is not responding.

Server was unable to process request. --> Error retrieving reports. --> Error retrieving reports. --> Error executing sql query. --> Timeout expired. The timeout period elapsed prior to completion of the operation or the server is not responding.

Cause

ServiceDesk is required to run on a 64-bit operating system. In this situation, the 32-bit version of Microsoft .NET 3.5 was installed on the server which is known to fragment and start having issues around 1.5 GB.

If the correct version of .NET is installed, the following folder will exist and be populated with cached directories relevant to ServiceDesk:
C:\WINDOWS\Microsoft.NET\Framework64\v2.0.50727\Temporary ASP.NET Files

In this situation, the Framework64 folder did not exist, and everything we should have seen was in the following folder:
C:\WINDOWS\Microsoft.NET\Framework\v2.0.50727\Temporary ASP.NET Files

Resolution

Install the 64-bit version of Microsoft .NET 3.5, uninstall the ServiceDesk and Workflow components, then reinstall ServiceDesk and Workflow.

Applies To
ServiceDesk 7.0 Beta