Article ID: 130821, created on May 16, 2017, last review on May 16, 2017

  • Applies to:
  • Operations Automation 6.0

Symptoms

In the customer control panel for a CLM subscription some of the CLM Virtual Machines are in "missing" state and cannot be managed, but the actual VMs on the CLM side are still active.

The state change happened after the run of a "CLM: Refresh status of VMs of tenant 1001001" task for the said subscription. In the OA main system log the following entries can be found during the run of the above task (task ID 1011101 in this example):

May  1 00:24:32 linmn01 : DBG [task:1011101:473935 1:5397:f48ffb90 CLM ]: [ CLM::logRequest] Call :CLM_API:Get VM Info(<input xmlns=""> <vm-id>1df11111-11c1-11ca-1aa1-fe1e111c1d11</vm-id> </input>) as tenant_admin1001001
...
May  1 00:24:35 linmn01 : DBG [task:1011101:473935 1:5397:f48ffb90 CLM ]: [ CLM::logResponse] message: <output xmlns="">No record found.</output>
May  1 00:24:35 linmn01 : DBG [task:1011101:473935 1:5397:f48ffb90 CLM ]: [ CLM::logResponse] output: <output xmlns=""></output>
May  1 00:24:35 linmn01 : DBG [task:1011101:473935 1:5397:f48ffb90 CLM ]: [ CLM::logResponse] status: <value xmlns="">failure</value>
...
May  1 00:24:35 linmn01 : DBG [task:1011101:473935 1:5397:f48ffb90 lib ]: [ void<unnamed>::throwCLMSoapExceptionByMessage] {module_id="CLM"; code="1028"} No record found
May  1 00:24:35 linmn01 : DBG [task:1011101:473935 1:5397:f48ffb90 CLM ]: [ CLM::WebServiceFacadeImpl::executeProcess] <=== EXIT (by exception) [2.243307]
May  1 00:24:35 linmn01 : WRN [task:1011101:473935 1:5397:f48ffb90 CLM ]: [ void<unnamed>::syncVMStatus] Could not synchronize status for the VM with id 1df11111-11c1-11ca-1aa1-fe1e111c1d115. The VM is not found in the CLM!
May  1 00:24:35 linmn01 : DBG [task:1011101:473935 1:5397:f48ffb90 CLM ]: [ CLM::markVMAsMissedTx] ===> ENTRY
...
May  1 00:24:35 linmn01 : DBG [task:1011101:473935 RequestProcessor-20899 pau 186370006]: com.parallels.pa.service.db.ejb.DBServiceBean Executing update: ' UPDATE clm_vms SET missing =  ? WHERE vm_id =  ?' Parameters: [y, 1df11111-11c1-11ca-1aa1-fe1e111c1d11] [sqlpid: 29344]

Cause

The task on OA side functions as follows: during VM status synchronization, VM is marked as "missing" in case it is absent on CLM side. All further synchronizations for this VM are skipped.

Resolution

It is needed to contact CLM developers/support to find the root cause on why the VM was not found on CLM side while actually it still continued to exist.

Please contact Odin technical support for a manual workaround to this issue.

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