sdgtw closed tickets alarms not closed: Error while connecting AlarmService API

Products

• DX Unified Infrastructure Management (Nimsoft / UIM)

Issue/Introduction

We have an issue where alarms are not being Closed when the corresponding Service Desk version is 17.3.0.12 Incident/ticket is Resolved or Closed.

We see the following error in the logs in the probe logs:

 

Line 1163: lip 25 08:10:13:095 [pool-49-thread-15, sdgtw] Error while connecting AlarmService API  Reason: com.esotericsoftware.kryo.util.DefaultInstantiatorStrategy cannot be cast to com.esotericsoftware.kryo.Kryo$DefaultInstantiatorStrategy ST:
 Line 1201: lip 25 08:10:13:908 [pool-49-thread-15, sdgtw] Error while connecting AlarmService API  Reason: com.esotericsoftware.kryo.util.DefaultInstantiatorStrategy cannot be cast to com.esotericsoftware.kryo.Kryo$DefaultInstantiatorStrategy ST:
 Line 8571: lip 25 10:24:49:265 [pool-49-thread-4, sdgtw] Error while connecting AlarmService API  Reason: com.esotericsoftware.kryo.util.DefaultInstantiatorStrategy cannot be cast to com.esotericsoftware.kryo.Kryo$DefaultInstantiatorStrategy ST:

 

 

We have already reviewed the different KBs for these similar issues: 

UIM Alarms Are Not Being Closed When the Corresponding Service Desk Incident Ticket is Resolved or Closed (broadcom.com)

Why are UIM alarms not closed when incidents created in ServiceNow by the sdgtw probe are closed/resolved in ServiceNow? (broadcom.com)

 

But none are applying to my issue. 

Environment

Release : UIM 20.4

Component : UIM - SDGTW

Cause

AlarmService API stopped running for some reason.

Resolution

Restart the primary hub should resolve this issue. 

Restarting the primary hub will restart the nas probe and all other probes involved in the alarms management that are running on hub.