This section describes errors from the data collector.
When the SQL Server is rebooting or has entered a maintenance mode, specific messages are written to the Portal Data Collector log. In most cases you can ignore these messages. For example, one or more of the following error messages may appear in the Portal Data Collector log:
A transport-level error has occurred when sending the request to the server.
An existing connection was forcibly closed by the remote host.
A network-related or instance-specific error occurred while establishing a
connection to SQL Server. The server was not found or was not accessible.
These errors can be ignored, unless they reappear frequently or at irregular and unexpected intervals.
Data Collector cannot connect to the Canister
There might be times when the Data Collector cannot connect to the Canister, resulting in messages to the log file as shown here.
If the log files contain any of the following messages:
Could not connect to lpwsa3000:CANISTER Canister + {lpwsa3000, 5597}.
... CANISTER is not active
... Data Collection error on server ...
Then, the connection between the Data Collector and the Canister is not operational.
To resolve the issue, do the following:
- Restart the Data Collector Service. If that does not resolve the issue, continue with the following steps.
- Review recent changes to the system. If you upgraded recently, for example, some configuration changes may impact the Data Collector.
- Check the name of the Canister server in the Portal Management page.
- Verify the Canister user name and password through the Portal.
If you use custom passwords for the
TLADMINandTLUSERaccounts on the canister, verify that the passwords were properly entered in the Portal. - If the above does not resolve the issue, verify that the Portal server can ping the canister server.
- If the above works, then verify that telnet from the Portal server to the canister server
on port
5597works.
Data Collector stalls periodically
There might be times where Data Collector stalls periodically and data collection runs might fail to complete, with the following log message:
3:05:26 TeaLeaf Data Collector ERROR Data Collection appears to be stalled.
Data Collection has been running since: 2012-06-20 02:05:26
When this error message appears, verify through the logs the duration of the data collection run. If the data collection run takes longer than one hour, the process restarts automatically and a message is logged, similar to the following:
2012-06-20T10:40:26 TeaLeaf Data Collector STATUS The TeaLeaf Data Collector
is stopping.
The TeaLeaf Data Collector has been running for: 0 days, 8 hours, 6 seconds.
To lower the time to complete a data collection run, you can experiment by raising the following values:
| Setting | Recommended Adjustment |
|---|---|
Data Collection - Max Concurrent |
Maximum number of Canisters that the Data Collector can query at the same time. Try bumping this value by 2, if you have more Canisters than the current value. |
Data Collection - Batch Size |
Maximum number of records to collect in a single batch. Try increasing this value by 2000. |
You may need to experiment with these settings through a number of collection runs to effectively tune the Data Collector's performance.
Data collector times out
Some data collection operations may time out depending on data load and system performance.
When timeouts occur, messages similar to the following one appear in the Data Collector log:
Error occurred while executing the non-query command: Timeout expired. The
timeout period elapsed prior to completion of the operation or the server is
not responding.
In the short term, you may try the following setting to allow the process to complete.
- Log in to the Portal as an administrator.
- From the Portal menu, navigate to Portal Management .
- Click the CX Settings link.
- Click the Data Collector category.
- Locate the setting
Database Connection - Timeout (seconds). - Click Edit.
- Raise this value sufficiently to complete the process.