000039015 - RSA Archer queuing service sporadically stops running or crashes with no error in the queuing service log

Document created by RSA Customer Support Employee on Jun 25, 2020
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Article Number000039015
Applies ToRSA Product Set: RSA Archer
RSA Product/Service Type: RSA Archer (On-Premise)
RSA Version/Condition: 6.5.0.2
Platform: Windows
Issue
  • There are no errors logged in the RSA Archer queuing service log that indicate an environmental or configuration problem.
  • All recommendations in the RSA Archer installation guide have already been applied.
  • RSA Archer Queuing Service sporadically (every 2-3 months) crashes or unexpectedly stops running with the below failure logged in the Windows Server Event log:


Analysis symbol:
Rechecking for solution: 0
Report Id: 8bcceecb-5ecf-11ea-8109-005056a91579
Report Status: 4
Hashed bucket: "
Error,3/5/2020 4:53:29 AM,Application Error,1000,(100),"Faulting application name: Archer.Services.Queuing.exe, version: 6.5.200.1045, time stamp: 0x5c47cede
Faulting module name: KERNELBASE.dll, version: 6.3.9600.19425, time stamp: 0x5d26b6e9
Exception code: 0xe0434352
Fault offset: 0x000000000000908c
Faulting process id: 0x20c8
Faulting application start time: 0x01d5e81fa783aa9b
Faulting application path: D:\Program Files\RSA Archer\Services\Archer.Services.Queuing.exe
Faulting module path: C:\windows\system32\KERNELBASE.dll
Report Id: 8bcceecb-5ecf-11ea-8109-005056a91579
Faulting package full name:
Faulting package-relative application ID: "
Error,3/5/2020 4:53:28 AM,.NET Runtime,1026,None,"Application: Archer.Services.Queuing.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: System.ArgumentException
at System.ThrowHelper.ThrowArgumentException(System.ExceptionResource)
at System.Collections.Generic.Dictionary`2[[System.Int32, mscorlib, Version=4.0.0.0, Culture=neutral, PublicKeyToken=b77a5c561934e089],[System.__Canon, mscorlib, Version=4.0.0.0, Culture=neutral, PublicKeyToken=b77a5c561934e089]].Insert(Int32, System.__Canon, Boolean)
at ArcherTech.Services.Queuing.ContentChangeTrackingHandler.PackagedMessageWorkerThread(System.Object)
at System.Threading.ExecutionContext.RunInternal(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object, Boolean)
at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object, Boolean)
at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object)
at System.Threading.ThreadHelper.ThreadStart(System.Object)




 
CauseWindows Server is killing the RSA Archer Queuing Service process for having an unhandled exception.
ResolutionA feature request to improve the reliability and resiliency of the RSA Archer Queuing service has been created and will be prioritized based on the quantity of votes received.
https://community.rsa.com/ideas/3647
 
WorkaroundTo configure the service to automatically restart after it stops or crashes, please follow these steps:
  1. Start -> Services.msc
  2. RSA Archer Queuing Service
  3. Right-click -> Properties
  4. Recovery Tab
  5. First Failure -> Restart the service
  6. Second failure -> Restart the service
  7. Subsequent failures -> Restart the service
  8. OK
This will make sure that if the RSA Archer Queuing Service stops unexpectedly then it will automatically restart.
 

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