Article ID: 9707, created on Feb 18, 2011, last review on Aug 12, 2014

  • Applies to:
  • Odin Business Automation Standard 4.0
  • Odin Business Automation Standard 3.4

Symptoms

Customer placed order on Parallels Server VM (Virtual Machine) in PBA-S Online Store and paid it.

PBA-S started to process order and failed with the following error in PBA-S log:
Can't process doc #544662: provisioning failed: Timeout at /usr/lib/perl5/site_perl/5.8.8/HSPC/Taskman/Comm.pm line 316.

More detailed diagnostics from PBA-S log:

[2011/02/14 05:15:30] [DEBUG] [4319] [HSPC::MT::PServer::Protocol::ProtoBase::compose_request] Request to PVA: 
[2011/02/14 05:15:30] [DEBUG] [4319] [HSPC::MT::PServer::Protocol::ProtoBase::compose_request] <packet xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" version="4.5.0">
<target>vzpenvm</target>
<data>
<vzpenvm>
<create>
<config>
<name>virtualmachine.hostname.com</name>
<base_sample_id>15f3f99b-3097-4630-8e58-002cd6d8783f</base_sample_id>
</config>
</create>
</vzpenvm>
</data>
</packet>
 
[2011/02/14 05:45:25] [DEBUG] [4319] [Error::subs::try] TRACE [06]: . . . . . -> HSPC::MT::PServer::VM->_create () 
[2011/02/14 05:45:25] [DEBUG] [4319] [Error::subs::try] TRACE [05]: . . . . -> HSPC::MT::PServer::VM->operate_vm () 
[2011/02/14 05:45:25] [DEBUG] [4319] [Error::subs::try] TRACE [04]: . . . -> HSPC::MT::BM::Subscription::VM->service_sync () 
[2011/02/14 05:45:25] [DEBUG] [4319] [HSPC::MT::Billing::provision_order] TRACE [03]: . . -> HSPC::MT::Billing->provision_order (id=>544662) => failed: provisioning failed: Timeout at /usr/lib/perl5/site_perl/5.8.8/HSPC/Taskman/Comm.pm line 316.
[2011/02/14 05:45:25] [DEBUG] [4319] [HSPC::MT::Billing::provision_document] TRACE [02]: . -> HSPC::MT::Billing->provision_document (id=>544662, doc_type=>) => failed: provisioning failed: Timeout at /usr/lib/perl5/site_perl/5.8.8/HSPC/Taskman/Comm.pm line 316.
[2011/02/14 05:45:25] [ERROR] [4319] [HSPC::MT::Billing::process_documents] Can't process doc #544662: provisioning failed: Timeout at /usr/lib/perl5/site_perl/5.8.8/HSPC/Taskman/Comm.pm line 316.
[2011/02/14 05:45:25] [WARN] [4319] [HSPC::MT::Billing::process_documents] process_documents():: Can't process doc #544662: provisioning failed: Timeout at /usr/lib/perl5/site_perl/5.8.8/HSPC/Taskman/Comm.pm line 316.

Cause

Operation in PBA-S fails with timeout if VM creation takes more than 30 minutes on Parallels Server.

Resolution

1) If you run PBA-S 4.0 then install hotfix from kb article PBA-S hotfix 1.
If you run pre-4.0 PBA-S then you need upgrade PBA-S to 4.0 and install the hotfix.
Refer to the article How do I upgrade PBA-S system to the latest available version for more details about upgrading PBA-S server.

2) Increase value of the parameter LONG_TIMEOUT in the file /etc/hspc/hspc.conf on PBA-S server e.g. to 7200 seconds (2 hours). You may use the command below to do that:
# sed '/^LONG_TIMEOUT/s~=.*~= 7200~'  -i /etc/hspc/hspc.conf

3) Restart PBA-S backend to apply changes:
# service hspcd restart

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