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Actions to take when the alarm " Missing response from server" appears in ES.

Issue

What actions should be taken if the alarm " Missing response from server" appear in the ES?

Environment

EcoStruxure Buidling operation 2.01 and later versions.

Cause

ES/EC is waiting for response from another server(most likely AS/AS-P/AS-B) for more than 120 minutes. Might lead to deadlock and starvation of resources. Can potentially replicate through the system and affect other servers.
Examples of problems that could occur is:

  • Values in graphics which reside in a subserver(most likely AS/AS-P or AS-B) is not updating. 
  • Not possible to login to ES/EC

Resolution

  1. Acknowledge the alarm "Missing response from Server"
    • If not triggered again after 15 minutes then it is not a problem anymore (less likely though)
    • If triggered, then continue below
  2. In the Alarm view, locate which server the alarm "Missing response from Server" comes from and log in directly to that server. Is the server responding?
  3. If not restart the server, if it is responding unplug network cable to server for a few minutes.
  4. Plug in cable again and acknowledge alarm.
  5. If it triggers again after 15 minutes, then
    • Take 2 core dumps on server(for investigation why this problem occured) contact your local Product support contact for instructions on how to do that.
    • Restart the server(should fix the problem)
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Revision #:
1 of 1
Last update:
‎2018-09-10 07:10 AM
Updated by: