iGateway service crashes intermittently on Windows EEM servers

Products

• Autosys Workload Automation

Issue/Introduction

The EEM iGateway service terminates intermittently or shuts down on Windows servers.
This instability prevents new EEM servers from communicating with AutoSys and WCC, causing WCC load failures due to missing information. 

SYMPTOMS:

• iGateway service stops unexpectedly

• WCC fails to load or retrieve information from AutoSys / EEM

• 404 errors in igateway.log regarding SponsorManager

• Connectivity issues when adding new servers to AutoSys

CONTEXT: Occurs post-upgrade or on new EEM server installations on Windows.

IMPACT: Disrupts authentication and workload automation management availability.

Environment

• OS: Windows

• Component: iTechnology iGateway

• Product: AutoSys Workload Automation 24.1

• Product: EEM 12.6.9 and higher

 

Cause

unknown at this time.

Resolution

PREREQUISITES:

• Administrator access to the Windows server

• Access to igateway.conf file

• Access to the Windows Services management console

STEPS:

1. INCREASE JVM HEAP SIZE

   Locate and edit the igateway.conf file.

   Verify the machine has sufficient free memory, then update the jvm_heapsize property from 2GB to 4GB:

   <Properties name="jvm_heapsize"> <jvm-property>-Xmx4096m</jvm-property> </Properties>

   EXPECTED: Configuration saves successfully. NOTE: Ensure the server has enough physical RAM to support this change.

2. CONFIGURE SERVICE RECOVERY

   Open the Windows Services management console (services.msc). Locate the "CA iTechnology iGateway" service (or Local Service). Right-click and select Properties > Recovery tab.

   Configure the following settings:

   • First failure: Restart the Service

   • Second failure: Restart the Service

   • Subsequent failures: Restart the Service

   • Reset fail count after: 0 days

   • Restart service after: 1 minutes

   EXPECTED: Service is configured to auto-restart immediately upon failure.

3. RESTART THE SERVICE

   Restart the iGateway service to apply changes.

   EXPECTED: Service starts without errors.

VERIFY SUCCESS:

• Monitor igateway.log for absence of crash errors

• Verify WCC loads successfully

• Confirm iGateway service remains running

Additional Information

ROOT CAUSE:
This is a known issue with EEM 12.6.9 and higher installers on Windows machines, where the iGateway service terminates intermittently.
It occurs in specific client environments and is not consistently reproducible.

PREVENTION:
Ensure iGateway memory is set to 4096MB or higher and service recovery is enabled on all Windows EEM nodes.