Event Viewer shows IIS errors with respect to Event ID:2216 and Event Source: W3SVC-WP. What does this mean?

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

These errors are logged in event viewer when the webengine is cleaning the sessions that were not logged off properly.

Following errors are seen in Event Viewer.

Event Type: Error
Event Source: W3SVC-WP
Event Category: None
Event ID: 2216
Date: 10/5/2007
Time: 8:43:21 AM
User: N/A
Computer: EXAMPLE-SERVER

Description:

The script started from the URL 'http://EXAMPLE-SERVER/CAisd/pdmweb.exe' with parameters
'OP=JUST_GRONK_IT+SID=XXXX+FID=XXXX+HTMPL=scoreboard.htmpl+KEEP.cstm_scbd
_id=+KEEP.USQ_OWNER=+KEEP.USQ_OWNER_SYM=' has not responded within the configured timeout period. The HTTP server is terminating the script.

For more information, see Help and Support Center at
http://go.microsoft.com/fwlink/events.asp.

Environment

Release:  14.1 and higher
Component: CA Service Desk Manager (IIS Web Server)

Resolution

These errors will show up if a page load time is longer than the CGI Script Timeout setting in IIS. At times, this may be normal if the user is requesting a large search. However, if these messages are frequent, it may indicate a performance problem in Service Desk. If this is the case, you may want to open an issue with Support to identify the cause.

Additional Information

A possible cause of the issue is excessive logins being sent to SDM which are being left to time out.  Whenever a user logs into the product, there are multiple components that are called up, such as the scoreboard, which will start scripting which can time out if the given login session is then left to abandon for timeout.

Something to look for are repeated logins by such end users during timeframes that are unrealistic for a human to perform, such as periodically timed logins (ie:  a given user logs in every 10 minutes, including overnight on a weekend holiday) or the end user logs in every 10 seconds exactly, which is physically impossible for any human to perform. 

Such actions may point to some kind of automation or a "liveness" utility intended to test if SDM remains accessible, often from a third party vendor.  However, there are no third party products that Broadcom has certified for use with Service Management and assistance to configure such products is outside the scope of Support.