000017172 - Error: 'There was a problem processing your request. Unable to retrieve replication information.'

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000017172
Applies ToRSA Authentication Manager 7.1 SP4
SecurID Appliance 3.0
IssueError: "There was a problem processing your request. Unable to retrieve replication information."
Replication report info_report.html has error: "ORA-25307: Enqueue rate too high, flow control enabled."
When clicked on check replication status link in operations console error message "Unable to retrieve replication information" appears.
Rebooting the Primary server does not resolve the issue.
Resolution

Log on to Primary server using SSH if you are running Appliance or running AM 7.1.x on UNIX. The following commands can be run on command line if AM 7.1 is running on Windows.


1. List the replicas:
    $ cd utils
    $./rsautil setup-replication  -a list
2. Notice time stamp of last update on each replica:
     $./rsautil setup-replication  -a report
3. Verify replication status:
     $ ./rsautil manage-database -a exec-sql -U com.rsa.replication.admin -f diagnostics/primary_replication_status.sql
4. Run the replication reports:
    $ ./rsautil manage-data -a exec-sql -f diagnostics/IMS_RepErrorRpt.sql -A error_report.html -U com.rsa.replication.admin -q
    $ ./rsautil manage-data -a exec-sql -f diagnostics/IMS_RepInfoRpt.sql -A info_report.html -U com.rsa.replication.admin ?q
        Review above reports and look for errors:
        Example: ORA-25307: Enqueue rate too high, flow control enabled
5.  On Primary, disable and enable replication:
        $./rsautil manage-database -a exec-sql -U com.rsa.replication.admin -f diagnostics/disable-rep.sql -q
        $./rsautil manage-database -a exec-sql -U com.rsa.replication.admin -f diagnostics/enable-rep.sql -q
6.  Verify replication status again:
      $ ./rsautil manage-database -a exec-sql -U com.rsa.replication.admin -f diagnostics/primary_replication_status.sql
         Make sure that no errors in any replication queues of any replica server.
7.   If you still notice errors in replication status, pause and resume the replication on Primary followed by each replica:
       $./rsautil manage-replication -a pause
       $./rsautil manage-replication -a resume
8.   Check the Replication status in Operations Console. If you still notice the error, launch Security Console.
9.   Launch Security Console. Navigate to Setup -- > Instances --- >  Verify if all Replica servers are running.
10. If you notice a particular replica status appears as not running, log on to the replica in question.
11.  Log on to the Replica in question via SSH.
12. Stop all RSA services:
      $ cd server
      $ ./rsaam stop all
13. Make sure that no java processes are left running:
       $ps -ef | grep java
14.  If you notice any java processes, remove them by running below command:
       $kill -9 <PID>
15.   Stop other services:
          $/sbin/service lighttpd stop    
          $/sbin/service raa stop      See also How to shutdown Appliance gracefully and reboot
16. Restart the Appliance:
      $/sbin/shutdown -r now
17. Log onto the Replica server after the reboot and verify the status of all RSA services:
      ./rsaam status all
18. Log on to Primary server and check replication status in Operations Console.
19. Log on to Security Console. Navigate to Setup --- > Instances -- > Make sure that all Replica servers are running.

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