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pdm_mail_nxd and rpc_Srvr processes are dying and trying to restart

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Article ID: 256983

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Updated On:

Products

CA Service Desk Manager

Issue/Introduction

This morning customer reported that they couldn't create/edit tickets. We did a quick check and the logs pointed out that there was a log file full on the mdb.

DB team took care of it and after a recycle of services (only that), everything went back to normal.

Two hours later customer reported that SDM it's not sending emails. I checked the logs and i see many errors of pdm_mail_nxd and rpc_Srvr process that are dying and try to restart.

 

Environment

Release : 17.3

Cause

Seeing these messages repeated every 4 minutes in the stdlog
... pdm_d_mgr  5596 SIGNIFICANT  daemon_obj.c 3278 Waited 120 seconds for rpc_srvr to connect to slump.  Continuing to wait.
... pdm_d_mgr  5596 SIGNIFICANT  daemon_obj.c 3278 Waited 120 seconds for pdm_mail_nxd to connect to slump.  Continuing to wait.
... pdm_d_mgr  5596 SIGNIFICANT  daemon_obj.c 3278 Waited 120 seconds for pdm_maileater_nxd to connect to slump.  Continuing to wait.
... pdm_d_mgr  5596 SIGNIFICANT  daemon_obj.c 3278 Waited 120 seconds for pdm_wfmgr_nxd to connect to slump.  Continuing to wait.
... pdm_d_mgr  5596 SIGNIFICANT  daemon_obj.c 3278 Waited 120 seconds for pdm_hw_nxd to connect to slump.  Continuing to wait.
... pdm_d_mgr  5596 SIGNIFICANT  daemon_obj.c 3278 Waited 120 seconds for pdm_es_search_nxd to connect to slump.  Continuing to wait.
Each of these daemons is repeatedly dying and restarting

We believe that when Service Desk was shut down for restart after the initial problem was resolved, these daemons did not completely shut down.  When Service Desk restarted it repeatedly tried to start these daemons but they were already running.

Resolution

Recommend to completely shut down Service Desk and confirm through Task Manager and pdm_status that all daemons are down before restarting Service Desk.  If a reboot of the server is permissible this would be an additional way to ensure a completely clean restart.  

After clean restart of the server, emails can be sent again.