The AE system is not accessible from the AWI

Products

CA Automic Workload Automation - Automation Engine CA Automic One Automation CA Automic Operations Manager CA Automic Oracle

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'.

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'

================================================================================

Environment

Release : 12.x

Component : AUTOMATION ENGINE

Target database: Oracle

Resolution

A DBA should be involved as this error is coming from the database, not from Automic.

-Please check if the target database is up and running. If it is up and running, please check if the 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>