Services not visible

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

We have SOI 4.2, updates SO05073, SO14226, and SO15850.  Today, while SOI seeming to be operating normally, all the services disappeared from our two UI servers "Services" tab.  We are still getting alerts in the "Alert Queues" tab.  There are no issues observed in the SOI manager debug web pages, triage tests, DB connectivity, service/layout checks appear ok.  

However, on the UI server triage tests, the "TopLevelService present" test shows FAILED.  I found many "PARENT NOT FOUND" messages logged to soiuis-debug.

Environment

Release : 4.2

Component : Service Operations Insight (SOI) Manager

Cause

SOI UI have a problem connecting to the SOI Manager.

The soiuis-debug log contain this message

2020-12-29 14:53:34,061 INFO  [PollTimer] ?.?(?)  - GET failed in [PollTask: 5000] task -- Read timed out
Connection: Name: SOI Server on <SOI Manager hostname>:7090, Status: Connection lost.  Either the server is not running or a network problem is preventing access. (Read timed out)

Resolution

Restart the CA SOI User Interface Server service