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Device contact status is INITIAL but condition is normal

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Article ID: 186705

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Updated On:

Products

CA Spectrum CA eHealth

Issue/Introduction

We are seeing some odd behavior on our SpectroSERVER. 

- starting a few days ago, some devices we Discovered are showing "initial" contact status but are polling ok
- The OLB Online Backups stopped a few days ago
- Our VNM is showing Critical Condition and alarm "CLIENT NOT RESPONDING TO UPDATES"

Cause

Possible the SpectroSERVER got hung up at some point a few days ago and may require a restart. 

Environment

Release : 10.2, 01.3, 10.4 and up; NetOps 20.2

Component : Spectrum Core / SpectroSERVER

Resolution

1. First you can review this KB on collecting data for a hung SpectroSERVER process. This data can be helpful in determining root cause for the hang. 

https://knowledge.broadcom.com/external/article?articleId=100039

2. Second, you can try restarting the VM where Spectrum is installed
- doing so will reset any open/closed ports
- Spectrum Services such as processd and child processes will restart
- Once the SpectroSERVER is started, keep an eye on Model Activation status - this is a common area for server processing delays

3. If you continue experiencing hangups after a restart, please open a support case. Try to collect data in step #1 if you can and provide the data upon opening of the case.