The AE system is not accessible from the AWI
Article ID: 193015
Updated On:
Products
Issue/Introduction
The AE system is not accessible from the AWI. The popup error is "Connection to AE system could not be established. Timeout"
When the WPs are started, they get started but after a few minutes they suddenly stopped with the error messages below in the WP logs.
20200615/135141.775 - U00003537 UCUDB - RECONNECT: DB call 'OCILogon': Return code: '-1'.
20200615/135141.775 - U00003590 UCUDB - DB error: 'OCILogon', 'ERROR ', '', 'ORA-12170: TNS:Connect timeout occurred'
20200615/135141.775 - U00003592 UCUDB - Status: '' Native error: '12170' Msg: 'ORA-12170: TNS:Connect timeout occurred'
20200615/135144.776 - U00003524 UCUDB: ===> Time critical DB call! OPC: 'CMIT' time: '183:378.521.000'
20200615/135144.777 - U00003537 UCUDB - RECONNECT: DB call 'OCITransRollback': Return code: '-1'.
20200615/135144.777 - U00003593 UCUDB PGE: error at SQL error Ref '-1'
20200615/135445.121 - U00003537 UCUDB - RECONNECT: DB call 'OCILogon': Return code: '-1'.
20200615/135445.121 - U00003590 UCUDB - DB error: 'OCILogon', 'ERROR ', '', 'ORA-12170: TNS:Connect timeout occurred'
20200615/135445.121 - U00003592 UCUDB - Status: '' Native error: '12170' Msg: 'ORA-12170: TNS:Connect timeout occurred'
20200615/135448.122 - U00003524 UCUDB: ===> Time critical DB call! OPC: 'CMIT' time: '183:344.763.999'
20200615/135448.123 - U00003537 UCUDB - RECONNECT: DB call 'OCITransRollback': Return code: '-1'.
Environment
Release : 12.x and later
Component : AUTOMATION ENGINE
Target database: Oracle
Cause
The error message means that there's firewall or the Oracle database itself is down.
20200615/135141.775 - U00003537 UCUDB - RECONNECT: DB call 'OCILogon': Return code: '-1'.
20200615/135141.775 - U00003590 UCUDB - DB error: 'OCILogon', 'ERROR ', '', 'ORA-12170: TNS:Connect timeout occurred'
20200615/135141.775 - U00003592 UCUDB - Status: '' Native error: '12170' Msg: 'ORA-12170: TNS:Connect timeout occurred'
20200615/135144.776 - U00003524 UCUDB: ===> Time critical DB call! OPC: 'CMIT' time: '183:378.521.000'
Resolution
A DBA should be involved as this error is coming from the database communication not from Automic.
Verify the communication port used by the database or the hostname hosting the database sever is reachable from the server where the AE server is installed.
The commands below can be used and must be executed from the AE server.
ping <DB server>
telnet <DB server> <port number used by DB>
Verify if the target database is up and running and the TNS entries in the tnsnames.ora file ($TNS_ADMIN/tnsnames.ora) on the AE server
Connect to database using the Oracle database using the client command 'sqlplus user@db' from the Automation engine server.
Restart the Automation engine services
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