EEM itechnology service crashing causing disruptions in Service Management
Article ID: 447915
Updated On:
Products
Issue/Introduction
Users may experience random crashes of the EEM iGateway service. In some environments, this can occur multiple times a day (e.g., 2 to 14 times), causing disruptions in integrated applications such as Service Desk Manager (SDM), Service Catalog (SC), IT Asset Management (ITAM), and Process Automation (PAM).
Environment
Product: Embedded Entitlements Manager (EEM) / Service Management 17.x / PAM 4.4 CP04
Version: 12.6.x (including 12.6.6 and 12.6.7)
Component: iGateway
Cause
The root cause may be external environmental factors (WAF, AV, etc) or memory management issues within the iGateway process that persist even after increasing Java heap settings (Xmx) or applying standard configurations in the igateway.conf
Resolution
If standard configuration and memory adjustments do not resolve the random crashes, implementing a High-Availability (Failover) configuration by adding a secondary EEM server to the cluster is recommended.
Prerequisites
- Ensure network connectivity between the primary and secondary servers.
- Synchronize the system time on both servers.
- Identify a maintenance window, as configuration requires multiple restarts of EEM services.
Step 1: Install and Prepare the Secondary Server
Install the same EEM version from primary EEM server in a clean secondary server.
Step 2: Configure Failover
Follow the official documentation to add the secondary server to the primary server's cluster.
How to Set Up a Failover Environment
Note: There is demo with the same steps from the link above in the following link: CA EEM High-Availability Configuration on Windows
Step 3: Update Application Integrations
Once the EEM cluster is healthy, update integrated products to point to both EEM nodes:
- Service Catalog: Use the setup utility to add both nodes separated by a comma (e.g.,
server1,server2). Configuring two EEM servers in failover for Service Catalog - Service Desk Manager (SDM): Update the
NX_EIAM_HOSTNAMEin Options Manager to include both nodes (e.g.,server1,server2). EE_AUTHFAILED error trying to log into SDM with EEM setup for failover - IT Asset Management (ITAM): Navigate to Administration | System Configuration | EEM and Set the 2 EEM servers under EEM backend: <EEMprimaryserver>,<EEMsecondaryserver> | Save | iisreset
- Process Automation (PAM) 4.4 CP04: Implement the following KB Article Integrating PAM 4.4 CP04 with CA EEM in Failover Cluster Configuration
Additional Information
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