SOI Catalyst Connector stuck in "INITIALIZING - Broadcasting HeartBeat Message"

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

After restarting the SOI Catalyst Connector, events from the UIM domain manager are not being processed. The connector appears to be stuck in an initialization loop, displaying the following status in the logs:

"INITIALIZING - Retrieving items from domain manager : Broadcasting HeartBeat Message"

This prevents the connector from reaching an "Online" state and stops the flow of alarms and CI updates into the SOI Manager.

Environment

SOI 4.2 CU5

Resolution

The message "INITIALIZING - Retrieving items from domain manager : Broadcasting HeartBeat Message" is an informational log entry indicating that the SOI Connector is in its initialization phase and is attempting to establish or maintain a connection with the Domain Manager (UIM).

If the connector remains stuck in this state or restarts frequently during this phase, it typically points to one of the following issues:

1. Communication Latency or Timeouts

The "HeartBeat Message" is a regular check between the connector and the domain manager. If there is high network latency, the connector may miss heartbeats, leading to frequent re-initializations .

• Recommended Action: Increase the heartbeat timeout value from the default 90,000 to 900,000 in your configuration to allow for minor network fluctuations.

2. Domain Manager (UIM) Availability

If the Domain Manager (Manager/ActiveMQ) is offline or unreachable, the connector will continuously broadcast heartbeats while waiting for the manager to become available.

• Check: Verify that the CA SOI MQ Server and SOI Manager services are running and accessible from the connector machine.

3. Large Payload Processing (UIM-Specific)

The initialization phase involves retrieving items (like alarms and CIs). If there are too many updates coming from UIM (e.g., hundreds per second), it can overwhelm the connector and cause it to hang or restart.

• Troubleshooting: Check if there are a massive number of "Informational" or "Normal" alarms in UIM that SOI is attempting to process for clearing.

4. Connector-Specific Configuration

"Status 6" errors, ensuring the Nimsoftconnector.conf is optimized by removing "Database" from the OutboundFromConnectorTypes list can help the connector successfully clear the initialization phase as mentioned in KB Connector-specific initialization failed: Connector is reporting problems interfacing with the domain manager. isSystemUp() returned false