SOI Manager stuck in "Startup" mode with failed CommonTopoServlet or ClientPollServlet errors

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

CA SOI Manager service starts but remains in Startup mode for an extended period (over 30-60 minutes).

• The soimgr-debug.log or soimgr-error.log contains repeated error messages such as:
  • ERROR [...] common.HttpServlet.initWait(192) [] - failed CommonTopoServlet START
  • ERROR [...] common.HttpServlet.initWait(192) [] - failed ClientPollServlet START
• The issue may occur after a server reboot, Windows Update, or a manual cleanup of the SOI environment.

Environment

• CA Service Operations Insight (SOI) 4.2

Cause

This behavior typically occurs when the SOI Manager needs to reinitialize all Configuration Items (CIs). If the correlation cache has been renamed, moved, or cleared during troubleshooting, the Manager must rebuild the topology from the database. Depending on the size of the environment (number of CIs and connectors), this process can take significantly longer than a standard startup—sometimes up to 1.5 to 2 hours. During this time, the servlets will report "failed" or "waiting" status until the core initialization is complete.

Resolution

1. Stop all SOI Services - Specifically, ensure the SOI UI Server is stopped before restarting the SOI Manager to prevent servlet initialization conflicts.
2. Rule out JRE corruption (common after Windows Updates) by running \soi\jre-64\bin\java.exe -version. If it fails, follow KB 117488.
3. Clear logs and temporary files, but avoid renaming the correlation cache unless a full re-initialization is intended.
4. Start the SOI Manager and monitor the soimgr-debug.log. If you see the servlet errors mentioned above, do not restart the service immediately. Wait for at least 1.5 hours to allow the re-initialization to complete.
5. Once initialization completes, the servlets will start successfully, and the Manager status will change to "Running."