Product(s):	APM Implementation and Performance Management
	Version(s):	7.x & up
	Environment:	N\A
	Area:	N/A
	Subarea:	N\A

My application server process or client session is hung, and APM Support needs a full-memory dump of the hung process.

Background

Smart-clients are unable to connect to an application server, or services (Remote, ODC, Action Scheduler, etc.) are not running.

Or

A smartclient is hung and can only proceed by killing the client with Task Manager.

Two full-memory process dumps, taken a few minutes apart, are required by Support to investigate the cause.

Steps to Accomplish

Option 1: Web Monitor

1. Open a browser and enter "http://{server_name}:{port#}" in the URL control, e.g., "http://naou10015:8081". (Note: If you are logged in to the server, you can enter "http://localhost:8081")
2. You will be prompted for a user and password.
3. The browser will display the Web Monitor's Home page.
4. Select the Diagnostics page.
5. The Diagnostics page has 2 sections: Server Log Files and Process Dumps. Scroll until you see the Process Dumps section.
6. In the Process Dumps section, there are 3 buttons: Dump Process Now, Monitor Process, and Delete All Dump Files.
7. Click on the Dump Process Now button.
8. The page will display the Dump IvaraServer Process page, with the message "Process dump initiated...". Go back to the Diagnostics page.
9. The Process Dumps section will now list a file with a name similar to "FULLDUMP_HangMode_IvaraServer.exe__1900_2016-04-08_03-17-38-315_182c.dmp".
10. Wait a few minutes, and use the Process Dump Now button to force another hang dump.
11. The 2 memory dump files are typically saved to the "%programdata%\Bentley\IvaraEXP\Logs\" directory, in a "dumps" folder. If you have multiple server process, the "dumps" folder will contain folders for each server instance. Open the folder for the server instance that was hung, and you should see two folders for each Hang Mode dump.
    1. These folders should be compressed (e.g., a .zip) file, and uploaded to a Bentley ShareFile folder. (Note: We will also want the server instance's log files, which are also located in the "%programdata%\Bentley\IvaraEXP\Logs\" directory.)
12. Enter an AssetWise APM Service Request (if not already submitted), and request the ShareFile location to which the dump files are to be uploaded.

Option 2: Task Manager

1. Log on to the server that hosts the hung service instance.
2. Start the Windows Task Manager, go to thte Details tab, and sort by Name.
3. Find the IvaraServer.exe process. If there are multiple IvaraServer.exe processes, display the "Command line" column, and look for the the server/service instance and port in the command line arguments.)
4. Select the server process, click the right mouse button, and select the "Create dump file" option.
   1. When the dump is completed, a dialog will display showing the location and name of the dump file.
5. Wait a few minutes, and use the "Create dump file" option to create a second memory dump.
   1. When the dump is completed, a dialog will display showing the location and name of the dump file.
6. Using Windows File Explorer, find the 2 memory dump files.
   1. If you forget to record the names & location of the 2 dump files, open a Command Prompt window & enter echo %TEMP%, which will return the storage location for the memory dumps. (NOTE: The default location is typically %SystemDrive%\Users\{username}\AppData\Local\Temp or %SystemDrive%\Documents and Settings\{username}\Local Settings\Temp.)
   2. These files should be compressed (e.g., a .zip) file, and uploaded to a Bentley ShareFile folder. (Note: We will also want the server instance's log files, which are typically located in the "%programdata%\Bentley\IvaraEXP\Logs\" directory.)

7. Enter an AssetWise APM Service Request (if not already submitted), and request the ShareFile location to which the dump files are to be uploaded.

See Also

https://bentleysystems.service-now.com/community?id=kb_article_view&sysparm_article=KB0089134

Original Author:

Roy Suthers