000033846 - Packages Stuck in Queued state during package installation in RSA Archer 5.x

Document created by RSA Customer Support Employee on Aug 24, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000033846
Applies ToRSA Product Set: Archer
RSA Product/Service Type: Archer
RSA Version/Condition: 5.x

 
IssueWhen attempting to to install packages in RSA Archer the status of the package installation is stuck in queued state for an extended period of time.
Cause
  • Job Engine Service may not be running or stopped.
  • Under-allocating threads can caused job queue lengths to increase, which in turn may result in a backlog of jobs.
  • Discontinue Job Processing may be checked in Job Engine Manager
  • Job Engine Server(s) not keeping up with the number of jobs in the job queue
Resolution
  1. Verify that Job Engine Service is running on Job Engine Server(s) and ensure that service is not stopped.
  2. Verify status of the job queue and check the backlogs of jobs via the Job Engine Manager in the Archer Control Panel (ACP)
    1. Open Archer Control Panel (ACP)
    2. Select on Plugins from the Archer Control Panel (ACP) tool bar.
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  1. Select Job Engine Manager
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  1. Click on Refresh to see current running jobs
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Note: The Job Engine Manager do not dynamically update. To see the updated status of the Job Queue must manually click on the Refresh button)

  1. To check for queued jobs, click available jobs under the job queue section near the bottom of the screen.
  2. Click on Refresh to see an updated view on queued jobs.
 
  1. Select the Servers tab of the Job Engine Manager, and verify the option for "Discontinue Job Processing" is not checked.
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  1. Additional information for tuning Job Engine can be found in the RSA Archer sizing and performance guide (Chapter 6: Job Engine Service Performance Consideration)

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