No connection between primary and secondary server due to a hibernating Proctor.

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• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• KNOWLEDGE TOOLS
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Description:

After adding a secondary server with the "pdm_perl pdm_edit.pl" tool and the configuration of both servers, the connection between primary and secondary server does not work.

In the stdlog of the primary server a "remote Proctor hibernating" message is seen:

pdm_d_mgr        26384  SIGNIFICANT  mgr_slump_if.c     874   REMOTE PROCTOR HIBERNATING: proctor_sec01
pdm_d_mgr        26384  ERROR        daemon_obj.c      1845   Remote proctor _proctor_sec01 disconnected: Waiting for reconnect.
..
pdm_d_mgr        48788  EXIT         api.c             1643   Exiting because slump server terminated!
 
In the stdlog of the secondary server a "Proctor hibernating" message is seen: 
 
proctor_SEC01     3272  SIGNIFICANT  agent_os_if.c      824   Proctor hibernating
..
proctor_SEC01     2656  VERBOSE      api.c             1561   Invalid call to deprecated call SLUMP::set_heartbeat_ping_interval()

Solution:

This kind of problem can be related with an incorrect reference to the secondary server name in the files created by the "pdm_perl pdm_edit.pl" tool.

A common cause is having the name of the server in upper case but configured in lower case with the pdm_perl pdm_edit.pl tool.

The correct name and case for the server name can be found by typing the command 'hostname' from the command line.

The solution is to run again the pdm_perl pdm_edit.pl tool and to modify the server name considering that the name is case sensitive.

Environment

Release:
Component: ARGIS