Collect Task Fails with: "Common Server Collect Failed"

Products

• CA Automation Suite for Data Centers - Configuration Automation
• CA Client Automation - Asset Management
• CA Client Automation - IT Client Manager
• CA Client Automation
• CA Client Automation - Remote Control
• CA Client Automation - Asset Intelligence
• CA Client Automation - Desktop Migration Manager
• CA Client Automation - Patch Manager

Issue/Introduction

Problem:

Collect Task is failing with the message: "Common Server Collect Failed". Recycling services temporarily fixes the problem but after a few days it returns.

 

Cause:

The receiving thread handling incoming messages on CAITRM_CSERVERM fails to communicate with CAM. We then retry to reconnect. In the meantime, the receiving thread handling incoming messages on CA_ITRM_CSERVER also fails to communicate with CAM. Meanwhile, the connection to CAITRM_CSERVERM iss recovered. After recovering the connection for the CAITRM_CSERVERM receiving thread, it affects the CA_ITRM_CSERVER receiving thread and that thread thinks that it did not lose it's connection and hence does not attempt to reconnect. Once this condition occurs, the collect task begins to fail.

 

Solution:

There is a testfix available for this problem. Please open a support case and reference problem# DTSVMG-3471. Include the exact version of Client Automation you are running (output of DSMVER) and the correct patch will be provided.

Testfix  12.8 # T5Ij372.caz

Testfix   12.9  # T5IZ303.caz

Testfix   14.0  # T5IZ347.caz

 

Environment

Release: UASIT.99000-12.9-Asset Intelligence
Component: