IGEL UMS are experiencing issues with random crashes

I was wondering if other users of IGEL UMS are experiencing issues with random crashes. By that i mean that the server hangs and all the UMS Consoles trying to be started will be stuck on connecting… during the logon process. For now i do not have a screenshot since i had to reboot the igelrmserver. After that all seems working fine again. I haven’t been able to find something intresting in the logging so far. So maybe one of you has encountered this issue before? If so, what did you do to resolve it from happening again?

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I do have to note it has been a while since we have done a Database optimalisation. Perhaps that would be causing the issue? If so, is it possible to see that somewhere in the logging?

Thanks for reading, looking forward to your response 🙂

Hey, I had this issues only on early UMS 6 and less memory. Which UMS Version and RAM assigned to the UMS VM?

Ah right, i forgot the version number,

Version is 6.05.100 and the server has 8GB RAM i already found an old post of you stating that <8GB RAM was the issue. Unfortunatly there is enough of that in my case.

I also made a copy of the contents of my logs folder if you want to check those?

Is there any helpful information in IGELRemoteManagerrmguiserverlogs, Catalina Logs?

2020-10-12 09:34:24,882 INFO [https-jsse-nio-8443-exec-15] RMDataSource: <<DB>> Failed getConnection(): [https-jsse-nio-8443-exec-15] Timeout: Pool empty. Unable to fetch a connection in 300 seconds, none available[size:50; busy:49; idle:0; lastwait:300000].

That is the error that catches my eye but i am not sure what causes this, since the DB is Embedded in our case.

We do have around 15 people using the IGEL UMS Console simultaneously most of the time. Don’t know if that will help for extra info?

On the same server? I mean the console started on the sames server?

No we’re using a RDSH setup to connect with the igelrmserver through UMS Console

So it goes from Terminal server connection -> UMS Console -> igelrmserver:8443

dumb question maybe but do you have an Antivirus on UMS Server side? Did you restarted the server already? Can you check the disk space?

Server has been restarted multiple times to fix the incident. But i want to fix the root cause of this issue. There is a Palo Alto Cortex XDR AV software on this server at this moment but i am not getting any events whatsoever from this. Disk space is around 40% left.

But does it have anything to do with the IGEL UMS Web app perhaps? I noticed that since we enabled that feature around the same time the issues started.

Could you try to disable all AVs on the server, restart, and retry?

I don’t know about a fix in 6.05.110 but you could also try to upgrade to 6.05.110.

Also spoke to a colleague of mine. Also told me that if it was the AV it shouldn’t be working at all. Which is kind of logical in my opinion. Also my previous statement about the Web app was wrong. It was happening earlier aswell.

What happens is that the server will work fine for about a week. After that the issue starts to come back.

Also after restarting the services it will start working again most of the time. So i think in the application itself something is going wrong.

What do you suggest further? I could also make a ticket ofcourse.

Yes, please open a ticket.

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