Error: Intermittent user session disconnections and inability to reconnect

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

Users of the Service Operations Insight (SOI) console may experience unexpected session disconnections, followed by an inability to log back in for an extended period. This article provides steps to address execution thread overloads caused by excessive backend and database queries, which can lead to these session drops.

Symptoms

• Open SOI console sessions are abruptly disconnected.

• Users are unable to reconnect to SOI for approximately 30 to 45 minutes after the disconnection occurs.

• The issue may not affect all active users simultaneously (some users remain connected while others drop).

• Typically occurs during specific time windows 

Environment

Service Operations Insight (SOI) 4.2 CU5

Cause

The execution thread can become overloaded due to excessive and continuous queries to the database and backend. If the dashboard refresh rates and state-change polling intervals are not optimized, the resulting load can freeze or drop active UI sessions and block new authentication attempts until the threads clear up.

Resolution

To prevent the execution thread from becoming overloaded, update the UI refresh intervals to regulate the frequency of queries made to the database and backend.

Step 1: Update the Refresh Properties

1. Navigate to the SOI UI server (e.g., UI1) and locate the refresh.properties file. The default path is typically: [Drive]:\CA\SOI\SamUI\webapps\sam\ui\refresh.properties (Example: E:\CA\SOI\SamUI\webapps\sam\ui\refresh.properties)

2. Open the refresh.properties file in a text editor.

3. Add or modify the following values to ensure they are set exactly as shown:

   • dashboard.refresh=30000

   • RefreshIntervalTime=5000

   • RefreshRetryMaxCount=3

4. Save the file.

What these values do:

• dashboard.refresh=30000: Defines the automatic refresh interval of the main dashboard to 30 seconds (30,000 ms). This prevents excessive and continuous queries to the database and backend.

• RefreshIntervalTime=5000: Establishes a 5-second pause between queries when the UI is waiting for confirmation of a state change (such as putting a CI into, or removing it from, maintenance mode). This prevents the execution thread from becoming overloaded.

• RefreshRetryMaxCount=3: Limits the number of retries for these state-change queries.

Step 2: Routine Maintenance (Recommended) System performance and stability can also contribute to thread processing times. As a best practice:

• Perform a database purge to remove historical clutter and optimize query response times.

• Ensure all current OS-level patches are installed on the SOI machines.