000029853 - Unable to save records warning in RSA Archer: An unexpected error occurred while calculating field values for this record. Your previously stored field values, if any, have been retained for this record.

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support on Mar 28, 2019
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Article Number000029853
Applies ToRSA Product Set: Archer
RSA Product/Service Type: Archer
IssueThe following error message is displayed:
 
Warning: An unexpected error occurred while calculating field values for this record.  Your previously stored field values, if any, have been retained for this record.  Please contact your Archer administrator for assistance.



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The Archer log files that have w3wp in the file name ( e. g., w3wp.20171207 - 2.xml, where the file name is a time stamp of when the error occurred) will have the following messages around the time of the warning:


<Message>The specified network name is no longer available</Message>



<Message>An unexpected error occurred while calculating field values for this record.  Your previously stored field values, if any,
have been retained for this record.  Please contact your Archer administrator for assistance.</Message>



<Message>A transport-level error has occurred when receiving results from the server.
(provider: TCP Provider, error: 0 - The specified network name is no longer available.)  
SQL statement: usp_get_object_content_numeric @userToken = …..


CauseThe Archer web server is unable to communicate with the SQL server or file repository.  Most likely, Windows is having a system issue like low resources and the errors/warnings are the side effects.  The Windows event logs may contain additional information.
ResolutionA couple of options to resolve:
  • Reboot the Archer web server that is experiencing the issue so that Windows can recover from itself.  If there are multiple web servers, the exception in the Archer log files will provide the machine name in the <Computer> XML element.
  • If a reboot does not resolve the problem, resetting the Services Account password in the Archer Control Panel has also proved to resolve the issue.

Database configuration can resolve the issues as well.  For SQL Server recommendations, check out the checklist at the end of the RSA Archer Performance Troubleshooting Guide: https://community.rsa.com/docs/DOC-59184.
 

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