AWI Fails to Open or Spins After Login Following Automation Engine Server OS Patching

Products

• CA Automic Workload Automation - Automation Engine

Issue/Introduction

The Automic Web Interface (AWI) fails to open or spins continuously after login following OS patching on the Automation Engine (AE) server.

Error Message in WP Logs

20260608/093820.144 - U00003128 Server 'XXXX#WPXXX' is removed from server table (MQSRV). Reason 'dead/timeout(600 secs)'.
20260608/093820.145 - U00003128 Server 'XXXX#WPXXX' is removed from server table (MQSRV). Reason 'dead/timeout(600 secs)'.
20260608/093820.146 - U00003128 Server 'XXXX#WPXXX' is removed from server table (MQSRV). Reason 'dead/timeout(600 secs)'.
20260608/093820.147 - U00003128 Server 'XXXX#WPXXX' is removed from server table (MQSRV). Reason 'dead/timeout(600 secs)'.

 

Possible Error Message in AWI Log

[com.uc4.ecc.backends.impl.dataservice.connection.ConnectionService] - Retrieving object properties for user with id 2,237,026 failed.
com.uc4.ecc.backends.exceptions.AutomationEngineAPIException: Request timed out during XRequest

Environment

 

• Automic Automation Engine: version 24.x

• Automic Web Interface (AWI): version 24.x

 

 

Cause

The issue is typically caused by residual stale entries left in the AE database tables, specifically the MQ* tables. This situation arises after OS patching has been performed on the AE application servers and potentially on the target database host as well.

Resolution

Troubleshooting Steps

1. Stop the Automation Engine.

2.  Run the following query to check the current entries:

select mqsrv_name from mqsrv where mqsrv_type in ('1','2','4','16','32') order by mqsrv_name asc;

3. Delete the server process from the `MQSRV` table. Execute the delete query below for all server processes listed by the query in the previous step:

   delete from mqsrv where mqsrv_name='Process name';
   commit; -- Required if the target database is Oracle

4. Restart AE processes

 

Note: If the issue persists after clearing these database entries, please perform a Cold Start as detailed in Click Here to View Source.

Additional Information

How to Avoid This Issue During Future OS Patching

 

To prevent this issue from reoccurring when OS patching is scheduled on the servers, use the following proactive workflow:

• Stop all AE processes across both AE servers entirely.

• Stop the target database service.

• Verify if the OS patching introduced modifications to infrastructure components such as the firewall or DNS. If changes were made to the firewall, ensure they did not alter or restrict any rules specifically governing the ports utilized by the AE.