	Product(s):	APM Implementation and Performance Management
	Version(s):	7
	Environment:	N/A
	Area:	N/A
	Subarea:	N/A

Problem Description

User sometimes experiencing hanging, unresponsiveness of the Smart-client. These are often difficult to diagnose unless a process dump is taken.

Solution

This wiki is a guide to help diagnose when the smart client is truly hanging and not simply carrying out a long running task that is temporarily locking the smart client. It is intended to be run by the user's APM Administrator or Bentley First Level Support in order to capture hang dumps, it is not meant as process to avoid the Service Request Prioritization and Management Process.

When a smart client is suddenly unresponsive (hanging), first determine if you are running a long-duration task. Some long duration tasks purposely lock the smart client window from which they were invoked. Examples of long running tasks that do this when run manually.

PM Generation, Checksheet Generation, Schedule Generation

Copy a large amount of objects such as: RCM Analyses, Standard Tasks, Asset Hierarchies

Application of Asset Prioritization Analysis Results

Dataload Processing

Replenishment Report Generation.

There are several other long running tasks that may cause a smart client to lock down temporarily. It is best to simply leave these tasks running, sometimes for hours depending on the amount of objects being created. It is not advised to take a process dump when these are running without the aid/advice of a Bentley APM Technical Support Rep.

There are 3 main scenarios covering most examples of hanging:

Note, this procedure assumes the user is recognizing the problem in the Production environment. If experiencing the issue in a Dev, Test or Training Environment do not use the Critical priority when launching a Service Request.

Scenario 1.

Single user has APM Smart client is not recognizing inputs.

Can the user move around the application and make changes to other objects within APM? (Screens cannot be changed.)

Get end user’s login name and date and time of the incident
Check to see if multiple windows are open, can the user navigate between different windows and do actions in other windows.
- If yes, user may have a “buried” dialogue window. Try to have user navigate to site or enterprise level and use “exit and log off”. This should expose the buried dialogue. If you try to exit and the windows don’t close, the session is hanging.
- If no, the session is likely hanging
  - Is there a blue circle cursor that is not disappearing?
  - Check to see if server manager shows other active users,
  - Yes, if the user is not a Managed Services user, talk with local Admin
    - Check if user running a long query. Wait 10mins. Check server to see if Server log is increasing in size.
    - Get copy of error logs and user action logs from the Administrator
  - Yes, if the user is a Managed Services user, launch SR with APM Managed Services
    - Managed Services will:
      - Check the status of the Servers
      - Check if user running a long query. Wait 10mins. Check server to see if Server log is increasing in size.
      - Get copy of error logs and user action logs
  - No
    - User is likely hanging. From the server take a process dump. Get error logs and user action logs for the past week,

Scenario 2

Stale server(s), some smart clients are working but not all.

Launch APM Server Manager.

If user is not Managed Services

Check if Server Manager is running
- If no website loads and Website cannot be restarted launch an SR to APM Technical Support
- If website loads and prompts login but login does not work contact APM Technical Support to verify account
Are there multiple connections on the servers with the same user name
Check to see if the user has a load balanced environment. Ie there are multiple Application Servers running
Check to see if any servers are stale
- Get dumps from each stale server and also get error logs and user action logs for the past week
If no servers are stale
- Get dump from the hanging Smart Client locally if possible or take a dump from the App Server Service to which the hanging client is connected.

Scenario 3

APM Server crashed

Launch a Critical SR and notify APM Support Team

Client is not responding (hanging) first aid troubleshooting and capturing of dump files and logs

Problem Description

Solution

See also