HM freezes completely

MousePusher · Post by **MousePusher** » Wed Feb 03, 2016 9:03 am

Hi,
every couple of days HM freezes, i have to kill the process.
OS: server 2012
HM: ver. 9.90
2557 active items (from audit)
What kind of info do you need so we can dig into this problem further?
As you can imagine, when we can't trust our monitoring software it constitutes a quite big problem.
Thanks!

P.S.: Sometimes it seems related to a connection by the RCI, but not always.

KS-Soft · Post by **KS-Soft** » Wed Feb 03, 2016 9:38 am

In 99% of all cases such problems caused by bad Antivirus monitor or buggy ODBC driver.

So, as usually first questions are:
- Do you use ODBC logging or ODBC test method? If yes, what ODBC driver do you use?
- Do you have installed some antivirus monitors, personal firewall, content monitoring software? Non stanard winsock components?
- Any errors/warning displayed by Auditing Tool (menu View)?
- Did you setup HostMonitor to store logs or reports on network drive?

Also, could you check resource usage for each process? You may use standard Windows Task Manager to check Handles, GDI and USER objects.
What is the total resource usage on the system?
How many handles/threads/GDI objects used by hostmon.exe process?
Could you setup HostMonitor to check for resources as well using Memory and Dominant Process test methods (check handles, threads, VMem)? Use Private log file with Full logging mode

Regards
Alex

MousePusher · Post by **MousePusher** » Wed Feb 03, 2016 10:14 am

Hi,
thank you for the quick reply.
Yes i used ODBC, however i already suspected it and disabled it. Would disabling the logging not be enough?
Standard windows ODBC driver.
The HM VM is "naked", it only has HM and Teamviewer installed, no antivirus etc.
Audit displays a warning about a missing audio file (there was a test that used it).
All logs/reports are stored locally.
No nonstandard winsock components.
Sorry i can't give you more info right now, not at work anymore.

KS-Soft · Post by **KS-Soft** » Wed Feb 03, 2016 10:45 am

Would disabling the logging not be enough? Standard windows ODBC driver.

ODBC logging? Microsoft driver for SQL server? Version 10 or newer?
This driver should work fine but lets try to switch to file logging...

What test methods do you use?

Regards
Alex

MousePusher · Post by **MousePusher** » Thu Feb 04, 2016 1:09 am

Good morning.
Yes ODBC logging, Microsoft SQL server 12
As i said above i already had ODBC logging disabled
About the test methods i added a screenshot of the audit tool
http://imgur.com/3zOruue
I could provide a Teamviewer session if that would help

KS-Soft Europe · Post by **KS-Soft Europe** » Thu Feb 04, 2016 10:50 am

As I can see, you also have 2 ODBC Query test items.
What ODBC driver is used for these 2 test items? Same as for logging?
Could you also disable these 2 test items?

When HostMonitor will freez, could you check the following:
- resource usage for each process. You may use standard Windows Task Manager to check Handles, Threads, USER objects.
- total resource usage on the system
- How many handles/threads/User & GDI objects used by hostmon.exe process.

You may also setup Dominant Process test methods (check handles, threads, VMem) and use Private log file(s) with Full logging mode for these tests.

KS-Soft · Post by **KS-Soft** » Thu Feb 04, 2016 10:51 am

Could you send ALL config files to us (support@ks-soft.net)?
We need HML file with tests + *.LST + *.INI files

Regards
Alex

MousePusher · Post by **MousePusher** » Fri Feb 05, 2016 4:28 am

Hi, i send you an email with the requested files.
Next time the HM freezes i will collect the other data.
The two ODBC tests are Veeam tests, they check two fields in its Microsoft SQL DB. Yes it is the same ODBC driver (standard Windows). Those tests are quite old, only in use at some legacy system (Server 2003 shudder). They will be phased out as soon as the client has a newer Veeam where i can test it with a Powershell snapin. We had a lot of those in use before we updated our HM, without any problems.
The current HM runs in a server 2012 VM, 4 vCPUs and 4 GB RAM.

MousePusher · Post by **MousePusher** » Fri Feb 05, 2016 6:50 am

HM froze.
Resource utilization:
http://imgur.com/y2EzjV1

KS-Soft · Post by **KS-Soft** » Mon Feb 08, 2016 12:22 pm

Thank you for the files.
However we cannot reproduce the problem on our systems (yes, we cannot check your servers, we setup similar tests).

Could you setup RMA agent (on the same or different system) and switch part of test methods to RMA agent?
E.g. you may use View to select test items and quickly change "Test by" option (to RMA agent).
This way we may see what exactly test method or test item may cause the issue.

Another option - can you move HostMonitor to another system or update HostMonitor to version 10.08?

Regards
Alex

MousePusher · Post by **MousePusher** » Tue Feb 09, 2016 1:27 am

Hi,
i can't move HM to another system easely.
I am not surprised you can't reroduce the issue, you don't have any load on your system.
What do you mean to switch test methods to rma agent? which agent? which client? which tests?
Do i have to updat the RMA t o actually use the benefits of HM 10.08?
Also i have to check if we have a lifetime license
And what about a Teamviewer session?

KS-Soft · Post by **KS-Soft** » Tue Feb 09, 2016 6:47 am

I am not surprised you can't reroduce the issue, you don't have any load on your system.

We don't have any load?
You have 2,556 active tests, we setup over 10,000
Your setup runs 18 tests/sec, we are running 95 tests/sec
However we do not have 300 Active RMA running with this setup...
(on the other hand some customers use even more agents without problem)

As I see you used HostMonitor for 8 years without problems.
Am I right?
So what kind of change caused this problem? You updated just HostMonitor? What version was installed before update?

What do you mean to switch test methods to rma agent? which agent? which client? which tests?

Some tests performed by HostMonitor: 210 tests, 144 enabled, 6 of them depends on 3rd party DLLs
- 5 Certificate Expiration tests use OpenSSL
- 1 URL test uses IE related DLL
May be some bugs in these DLLs lead to the problem - HostMonitor 9.86 and 9.90 uses different OpenSSL version (different from HostMonitor 9.80, 9.50, etc)
If you setup agent (any agent, e.g. install RMA on HostMonitor system) and transfer these tests to agent, we will see if this theory right. Or just disable these tests for a week.

Do i have to updat the RMA t o actually use the benefits of HM 10.08?

Yes, you should update agents as well.
RMA Manager allows you to update many RMA at once
http://ks-soft.net/hostmon.eng/rma-mana ... ow_upgrade

And what about a Teamviewer session?

We need our tools and source codes to see what is going on inside HostMonitor process. We can't do this on your system.

Regards
Alex

MousePusher · Post by **MousePusher** » Tue Feb 09, 2016 7:01 am

Ok,
i will have a look.
A bit swamped in work right now, will report back tomorrow.
Thanks!

MousePusher · Post by **MousePusher** » Thu Feb 11, 2016 2:17 am

Hi,
I've updated HM to 10.08 and all RMAs to 5.04
Will keep you posted about progress

MousePusher · Post by **MousePusher** » Mon Feb 15, 2016 10:00 am

Until now no more crashes with HM 10.08
Will keep you updated
P.S.: I like the new "Top Hosts" Window!