Search Engine: Elastic

Article ID: 130957, created on Jun 8, 2017, last review on Jun 8, 2017

  • Applies to:
  • Operations Automation 7.1

Symptoms

Control Panel became unavailable at some time, login was not possible even via local UI on the management node. The issue was mitigated by restart of pa-agent and pau services.

In core.log the following line could be found at the time near the outage:

DBG [bss-rest-endpoints:5701 pa-rest-task-117:1506 pau]: c.p.p.tracer entry: com.parallels.pa.service.bss.pc.ejb.ProductCatalogProxyBean.getMarketplaceSalesSubcategories(com.parallels.pa.service.bss.util.BSSAuthInvocationContext@39d2cc3a, sort(+sortOrder,+name), null)

This method never exited, which could be tracked by finding (or not) of the following entry:

DBG [bss-rest-endpoints:5095 pa-rest-task-117:1506 pau]: c.p.p.tracer exit: com.parallels.pa.service.bss.pc.ejb.ProductCatalogProxyBean.getMarketplaceSalesSubcategories returning [com.parallels.pa.service.bss.pc.rest.BssSalesCategory@1c8be8df]

Some time after that OOM occurred as per console.log with either of two signatures:

java.lang.OutOfMemoryError: Java heap space
Dumping heap to /var/log/pa/java_pid16578.hprof ...
*** JBossAS process (16578) received KILL signal ***

or:

java.lang.OutOfMemoryError: GC overhead limit exceeded
Dumping heap to /var/log/pa/java_pid10737.hprof ...
ERROR [org.xnio.listener] (default I/O-1) XNIO001007: A channel event listener threw an exception: java.lang.OutOfMemoryError: GC overhead limit exceeded

Cause

The cause of the issue is inconsistency in BA database. It is recognized as software-related issue #PBA-80301: CP was not available.

Resolution

The issue could be workarounded by resolving inconsistency in BA database directly.

Please contact your Technical Account Manager or a member of Pooled Technica Associates in order to clarify status of the issue and apply the workaround.

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