Suddenly and intermittently, file attachments fail and the stdlog fills up with " rep_daemon 29951 ERROR AttmntMng.c 785 CUploadFile() - Session # 826649999 is blocked for new chunks "

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Intermittently, the stdlog on the Background server fills up with messages similar to the following:

rep_daemon 29951 ERROR AttmntMng.c 785 CUploadFile() - Session # 826649999 is blocked for new chunks.

 

Environment

CA Service Desk Manager 12.9 Cumulative patch #1Advanced Availability configuration (Background/BG, Standby/SB, and Application/APPx servers)

Cause

The problem is known to occur whenever:

1. A user attempts to attach a file to a ticket (such as an Incident or a Change Order), AND
2. The file has a size of zero bytes (0 KB), AND
3. The selected or default Repository is configured with the Background Server as the Repository Server and the Application server as the Servlet Server.
   
   

    

   
4. The allow_empty_file_uploads parameter in the web.xml file corresponding to the webengine exists and is set to  "YES".

 

 

Resolution

1. Ensure that the "allow_empty_file_uploads" parameter is either not present in any web.xml for any webengine of any server, or that the value of the parameter is set to "NO".

2. Recycle the SERVICEDESK Tomcat on the Background server. 

To recycle the Tomcat, following these steps on the Background server:

• pdm_tomcat_nxd -c stop
• pdm_tomcat_nxd -c start

3. Open a case with the CA Support team to request the solution to problems # USRD 3370 and  # USRD 3736.  

 

Additional Information

For more information about the pdm_tomcat_nxd command, you could run the command with the "-h" parameter.

For example, from a Windows command prompt:

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C:\PROGRA~2\CA\SERVIC~1> pdm_tomcat_nxd -h

Usage pdm_tomcat_nxd
 -s [<tomcat_name>] Start Daemon and Tomcat; Default Tomcat is ServiceDesk
 -c [START | STOP | EXIT]  Send request to Tomcat Daemon on Server.
 -d [START | STOP]  Start and Stop Tomcat on this Server.
 -T Display Tomcat command
 -t <tomcat name>  Default Tomcat is ServiceDesk
 -S <server name>  Default Server is NX_LOCAL_HOST
 These variables should be defined: NX_TOMCAT_INSTALL_DIR, NX_JRE_INSTALL_DIR.

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