000036705 - SUSE 12 SP4 installation causes ORA-00600 and ORA-07445 errors in the database for RSA Identity Governance & Lifecycle

Document created by RSA Customer Support Employee on Sep 12, 2018Last modified by RSA Customer Support Employee on Jan 24, 2019
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Article Number000036705
Applies ToRSA Product Set: Identity Governance & Lifecycle
RSA Product/Service Type: Soft Appliance

The database shows errors right from the startup after an upgrade to SUSE 12 SP4.  This patch level is supported on Soft Appliances.

Examples of errors are as follows:

Thu Jun 28 20:35:59 2018
Exception [type: SIGFPE, Integer divide by zero] [ADDR:0x3B3D731] [PC:0x3B3D731, skgmrf_create()+1809] [flags: 0x0, count: 1] Errors in file /u01/app/oracle/diag/rdbms/avdb/AVDB/trace/AVDB_ora_9756.trc (incident=128001):
ORA-07445: exception encountered: core dump [skgmrf_create()+1809] [SIGFPE] [ADDR:0x3B3D731] [PC:0x3B3D731] [Integer divide by zero]  

Thu Jun 28 21:34:14 2018
Errors in file /u01/app/oracle/diag/rdbms/avdb/AVDB/trace/AVDB_m001_15639.trc (incident=124393): 
ORA-00600: internal error code, arguments: [ksvp2presetep:ref], [0x7FE68D73DB38], [], [], [], [], [], [], [], [], [], []

The database will have memory shortage issues that render it basically unusable. These memory errors may also show as ORA-04030:
Fri Jun 29 10:28:36 2018 Unable to allocate memory for new incident error in file /u01/app/oracle/diag/rdbms/avdb/AVDB/trace/AVDB_m001_12644.trc: ORA-04030: out of process memory when trying to allocate 88 bytes (top call heap,kxsphpp)

The database will suffer from severe performance issues.
CauseThe upgrade to SP4 can introduce this issue depending on what kernel level is involved.
ResolutionIf you are encountering performance issues and constant and immediate ORA-00600, ORA-07445 and ORA-04030 memory errors right from the database startup after installing SP4, please refer to SUSE Support as this is not an RSA Identity Governance & Lifecycle product-related issue.

Article 7023167 Database Errors with Kernel 3.0.101-108.57 and 3.0.101-108.60 from SUSE explains the issue with SUSE Linux Enterprise Server 11 Service Pack 4 (SLES 11 SP4).

Note that in our experience, this may not be restricted to the above mentioned kernel levels.

If you encounter ORA-00600 and ORA-07445 errors on your Soft Appliance database that are NOT related to a SUSE upgrade, please contact RSA Customer Support and open a case.
WorkaroundFollow SUSE's advice in this matter.