CA Gen COM Proxy server hyperlink is not responding when click on it to execute the server transaction

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Article ID: 195921

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Updated On:

Products

CA Gen CA Gen - Run Time Distributed

Issue/Introduction

CA Gen COM Proxy server hyperlink is not responding when click on it to execute the server transaction.
However, after restarting all the Application Pool services via IIS manager, the transaction is executing. There are no error details in the COM Proxy trace files (trace-w3wp-nnnnnn.out). 

Environment

Release : 8.6
Component : CA Gen Run Time, Proxies

Resolution

ROOT CAUSE DIAGNOSIS:
If when click on the COM Proxy Server hyperlink an input data page should get loaded and it does not then it would indicate an IIS web server problem and checking the IIS logs would be the next step. (Only after executing the call to the Gen server from that input data page, is a new CMIDEBUG trace file (trace-w3wp-nnnnnn.out) created or an existing trace file for the same process id updated)
If the COM Proxy has no input data page, then the first click will be the call to the Gen server and if no trace file is created/updated that would again point to an IIS problem.

After checking IIS Manager settings the root cause of the problem was found:
The COM Proxy had been abending frequently.
In IIS Manager for an App Pool the "Maximum Failures" defaults to 5 after which time the App Pool will go down. So that limit was being hit and explains why there was no response when the COM Proxy Server hyperlink was clicked.
As a temporary solution can increase the limit to avoid the issue but that is not recommended. 
It was subsequently found that the abends were due to the Gen server data not being setup properly. After the data was setup correctly the transaction ran as expected. and the "Maximum Failures" could be reduced back to the default value of 5.