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Knowledge Base

Smarts SAM: Running "Fetch Details" on notification hangs and does not return values (374054)

Last Updated: 3/22/2024Categories: TroubleshootingTotal Views: 4007Language:
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Symptoms

Running "Fetch Details" on Smarts Service Assurance Manager (Smarts SAM) notification hangs and does not return values

Receive the following error message in Smarts SAM log when Fetch Details operation is run:

[November 8, 2012 10:19:10 AM GMT +826ms] t@61998 SM_ProtocolEngine-54509 unknown IC Console - V8.1.3.1 NLI-*-ICS_EVENT_SOURCE_ERROR-Exception While Ensuring Validity Of Request: ICS-E-NL_FACTORY_NOT_FOUND-Couldn't find the ICS_NotificationFactory named 'ICS_NotificationFactory::ICS-NotificationFactory'

Cause

The Fetch Details operation in The Smarts SAM Console makes a ICS_NotificationList::getGlobalNotificationProperties call on Smarts SAM Server, which in turn queries the underlying source domain to get the notification details data. When the Fetch Details operation hangs and does not return data, it is usually because underlying domain has not responded to the Smarts SAM server, to return the data within the RMI Timeout period. RMI Timeout is the value of time the Smarts SAM server waits for an underlying domain to respond for its console requests. By default the RMI Timeout value is 60 Seconds.

RMI Timeout:
Maximum amount of time, in seconds, the Global Manager is allotted to fetch Notification Properties, Find System, or get System Containment information from an underlying domain. If zero, is specified no timeout is set.

Resolution

If you encounter this issue, do the following:

Increase the RMI Timeout value in the system default properties on the Smarts SAM Global Manager Admin Console.

Run a Reconfigure operation on the Smarts SAM domain.

Run Fetch Details operation on the notification to check if the issue is resolved.

If increasing the RMI Timeout value does not address the issue, do the following:

Execute a stacktrace on the SAM domain using following dmctl command:

dmctl -s <SAM domain name> exec stacktrace

Run Fetch Details operation on the notification.

After the operation hangs, collect the Smarts SAM domain log file.

Open a Service Request (SR) with EMC Customer Services through the EMC Online Support site (http://www.support.emc.com) or by phone. Reference this solution ID in your SR and attach the Smarts SAM domain log file.

Detectable by VMware SkylineTM

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