000033455 - RSA Archer Dequeue and Re-Queue System Jobs and Set Default Filter to Clear Stuck Jobs

Document created by RSA Customer Support Employee on Jul 11, 2016Last modified by RSA Customer Support on Jun 21, 2019
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Article Number000033455
Applies ToRSA Product Set: Archer
RSA Version/Condition: Tested in 5.x and 6.x. 
IssueWhen jobs are not being processed such as Notifications, Calculations, Session Cleanup, resulting in users not receiving notifications, calcs not being updated, or session tokens not being refreshed.
ResolutionThere could be several reasons that you may have jobs not being processed properly. This is a troubleshooting step to see if the issue could be resolved via the Job Engine Manager within the Archer Control Panel.

The cause of this is typically because a filter has been created or a raised priority within the Job Engine Manager Plugin. To remedy the situation, a "Catch-All Filter" must be created (and is also recommended in the Archer Help). This Filter can be created using the following method:
  1. Open Archer Control Panel > Plugins > Job Engine Manager > Servers tab.
  2. Create a new Filter and ensure no boxes are selected and click Update.
  3. Remove any increased process priority and set to default which is 'Normal'.
  4. Reduce the thread count to default which is '10'.
(NOTE: The catch-all filter is only effective if you currently have job filters in place without a filter at the bottom of the filters list with no checkboxes checked.)

Dequeue and Re-Queue Systems Jobs
  1. Archer Control Panel > Plugins > Job Engine Manager > Menu button (does not look like a button) > System Jobs
  2. Select your instance > Select All Jobs > Dequeue Jobs > Submit
  3. Select All > Queue Jobs > Start job(s) now > Submit
  4. Close window, return to Jobs tab, Refresh, wait for system jobs to complete.
(NOTE: For Archer version 6.1 ONLY, Make sure to uncheck the bulk enrollment job in steps 2 and 3 before clicking Submit. If you leave it checked, it will cause an error to appear)
NotesIt was discovered in version 6.1 that this procedure does not function due to a newly created job called the 'Bulk Enrollment Job'.

To complete this, you must un-check the Bulk Enrollment Job, de-queue, and then queue the jobs with Start Job(s) Now before submitting, ensuring the Bulk Enrollment Job is not selected.