Loss of Web UI access and timeout
Article ID: 439938
Updated On:
Products
Issue/Introduction
End users may experience the classic Web UI becoming unresponsive. While the Background server appears active, the Application servers stop responding. Restarting Application servers results in delayed responses, and the Background Server must be recycled to restore environment stability
Environment
Release: 17.x Advance Availability
Cause
Network connections between the Background and Application servers may be timing out or terminating prematurely due to environmental factors.
Resolution
For a definitive cause, suggest monitoring the interaction between the Background and Application servers to identify the point of failure.
- Enable Interval Logging: Configure interval logging on both the Background and Application servers. This provides a granular timeline of server health and connectivity status during the periods when crashes typically occur.
- Run Wireshark Tracing: Install and run Wireshark to capture network traffic between the Background and Application servers. You should target the overnight window or the specific timeframe when the issue most likely manifests. This article, from Client Management Suite, provides a good tutorial on installing and configuring Wireshark
Note: Please consult with your network and system admins prior to installation and configure of Wireshark. The Wireshark tool should be used here to monitor connections between the Background and the Application Servers - Analyze Results: Review the captured Wireshark traces and interval logs to detect any interrupted packets or connection resets that coincide with the Web UI loss.
Additional Information
Historically, such a loss in functionality may arise overnight on the given Service Desk environment, driven by various environmental factors. A possible cause may be a local network security tool perceives a connection between Service Desk servers as being idle for a set period and is terminated by the tool.
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