OTRS server disconnections

[HervE]

Hello,

More and more often lately, we are facing disconnections from OTRS server.
I have noted that restarting the services makes OTRS available again.
To be more precise, Apache service.

Our configuration: We are only 4 people regularly using OTRS agent interface. (And zero people using OTRS customer interface.)

We'd like to prevent these regular disconnections to happen. Do you have an idea?

Can it be due to our growing database?
At the moment I can see directory mysql\data\otrs has a size of 3.5 GB.

Regards,
HervE

[Wolfgangf]

- what's in your apache logs?
- to less remaining working threads?
- did you check the performance measurement via Admin -> support assessement
- did you try mysqltuner already
- what about memory at the point of "hang" - is your box swapping; and what about CPU?

hope that gives you an idea where to start ...

[HervE]

Thank you for your answer.

>- did you check the performance measurement via Admin -> support assessement
I've just checked this because it is the easiest thing to check with the OTRS interface

I've got only one orange light, here:
Check if the system uses Apache::DBI.
Apache::DBI should be used to get a better performance (pre-establish database connections).

Can it explain the disconnections? What should I do?

Regards,
HervE

[Wolfgangf]

apache::dbi is certainly on think to consider, see http://doc.otrs.org/3.0/en/html/perform ... erver.html

but please check the other things as well ..

[HervE]

- what's in your apache logs?

Interesting things for sure. For the moment this file is too big; when I have a disconnection again I'll have a look and hopefully I'll see clarifying phrases.

- to less remaining working threads?

What do you mean?

- did you check the performance measurement via Admin -> support assessement

I enabled Apache::DBI. We'll see if it's better in the next weeks.

- did you try mysqltuner already

Good idea. Hmm... The execution of mysqltuner.pl gives:

Code: Select all

C:\Program Files (x86)\OTRS>"C:\Program Files (x86)\OTRS\StrawberryPerl\perl\bin
\perl.exe" "C:\Program Files (x86)\OTRS\mysqltuner.pl"

 >>  MySQLTuner 1.2.0 - Major Hayden <major@mhtx.net>
 >>  Bug reports, feature requests, and downloads at http://mysqltuner.com/
 >>  Run with '--help' for additional options and output filtering
'which' n'est pas reconnu en tant que commande interne
ou externe, un programme exécutable ou un fichier de commandes.
[?[0;31m!!?[0m] Unable to find mysqladmin in your $PATH.  Is MySQL installed?

I guess it is because of

Code: Select all

	my $command = `which mysqladmin`;

on line 252 (sub mysql_setup), but should I replace it?

- what about memory at the point of "hang" - is your box swapping; and what about CPU?

I don't think my OTRS server is stressed, so far.

Regards,
HervE

[Wolfgangf]

Interesting things for sure. For the moment this file is too big; when I have a disconnection again I'll have a look and hopefully I'll see clarifying phrases.

ok - you said something like "new ticket takes 5-10 min"; this is the point of time where we want to see the logs

What do you mean?

you can configure in your Apache config how many threads are waiting to be used by clients; probably you have configurued to less of them - but i doubt

I enabled Apache::DBI. We'll see if it's better in the next weeks.

would you mind to post the output of Support Assassement"?

mysqltuner give errormessage

mysqltuner is written for unix; the which command gives the full path + programname; so you have to findout where mysqladmin is on your windows box and change line 249 from

Code: Select all

my $command = `which mysqladmin`;

to

Code: Select all

my $command = 'drive:/path/where/is/mysqladmin.exe';

(note the single quotes instead of the backticks)

I don't think my OTRS server is stressed, so far.

hehe, thinking is not knowing during a next "hang" please run vmstat and give us the output

W

[HervE]

Hello Wolfgangf,

ok - you said something like "new ticket takes 5-10 min"; this is the point of time where we want to see the logs

I didn't say anything like that, did I?

would you mind to post the output of Support Assassement"?

Here you are.
Database
OK Check "System Time" vs "Current Timestamp".
There is no difference between application server time and database server time.
OK Check "max_allowed_packet" setting.
Your configuration setting is 20 MB.
OK Check "query_cache_size" setting.
32 MB
OK Check existing framework tables.
72 tables checked.
OK Check if the client uses utf8 for the connection.
Your client connection is utf8.
OK Check if the database uses utf8 as charset.
Your database character setting is utf8.
OK Check database utf8 support.
Your database version supports utf8.
OK Check the utf8 table charset collation.
Your charset collation is set to utf8_general_ci.
OK Check database version.
MySQL 5.1.51-community-log
OS
OK Shows the used distribution.
Win7 is used.
OK Check Perl Version.
Perl 5.12.2 (MSWin32) is used.
OK Check Perl Modules installed.
All Perl modules needed are currently installed.

Code: Select all

 o CGI............................ok (v3.50)
 o Crypt::PasswdMD5...............ok (v1.3)
 o CSS::Minifier..................ok (v0.01)
 o Date::Format...................ok (v2.24)
 o Date::Pcalc....................ok (v1.2)
 o DBI............................ok (v1.616)
 o DBD::mysql.....................ok (v4.017)
 o Digest::MD5....................ok (v2.51)
 o Digest::SHA::PurePerl..........ok (v5.48)
 o Encode::HanExtra...............ok (v0.23)
 o GD.............................ok (v2.45)
 o GD::Text....................ok (v0.86)
 o GD::Graph...................ok (v1.44)
 o GD::Graph::lines............ok (v1.15)
 o GD::Text::Align.............ok (v1.18)
 o IO::Scalar.....................ok (v2.110)
 o IO::Wrap.......................ok (v2.110)
 o JavaScript::Minifier...........ok (v1.05)
 o JSON...........................ok (v2.50)
 o JSON::PP....................ok (v2.27103)
 o JSON::XS....................ok (v2.3)
 o LWP::UserAgent.................ok (v5.835)
 o Mail::Internet.................ok (v2.07)
 o Mail::POP3Client...............ok (v2.18 )
 o IO::Socket::SSL.............ok (v1.37)
 o MIME::Base64...................ok (v3.13)
 o MIME::Tools....................ok (v5.428)
 o ModPerl::Util..................ok (v2.000004)
 o Apache::DBI.................ok (v1.09)
 o Apache2::Reload.............ok (v0.11)
 o Net::DNS.......................ok (v0.66)
 o Net::POP3......................ok (v2.29)
 o Net::IMAP::Simple..............ok (v1.2017)
 o Net::IMAP::Simple::SSL......ok (v1.3)
 o Net::SMTP......................ok (v2.31)
 o Authen::SASL................ok (v2.15)
 o Net::SMTP::SSL..............ok (v1.01)
 o Net::SMTP::TLS::ButMaintainedok (v0.13_01)
 o Net::LDAP......................ok (v0.4001)
 o PDF::API2......................ok (v0.73)
 o Compress::Zlib..............ok (v2.033)
 o SOAP::Lite.....................ok (v0.7131)
 o Text::CSV......................ok (v1.21)
 o Text::CSV_PP................ok (v1.29)
 o Text::CSV_XS................ok (v0.80)
 o XML::Parser....................ok (v2.40)

OTRS
OK Check if Ticket::Frontend::ResponseFormat contains no $Data{""}.
No $Data{""} found.
OK Check default SOAP credentials.
You have not enabled SOAP or have set your own password.
OK Check if root@localhost account has the default password.
There is no active root@localhost with default password.
OK Check if the configured FQDN is valid.
FQDN '192.XXX.XXX.XXX' looks good.
OK Check if file system is writable.
The file system is writable.
OK Search for invalid user with locked tickets.
There are no invalid users with locked tickets.
OK Check log for error log entries.
OK Check open tickets in your system.
You have 55 open tickets in your system.
OK Check deployment of all packages.
All packages are correctly installed.
OK Check if the configured SystemID contains only digits.
Your SystemID setting is 1.
OK Check Ticket::SearchIndexModule setting.
You are using "Kernel::System::Ticket::ArticleSearchIndex::RuntimeDB", that's fine for 10817 articles in your system.
OK Check Ticket::IndexModule setting.
You are using "Kernel::System::Ticket::IndexAccelerator::RuntimeDB", that's fine for 811 tickets in your system.
OK Check orphaned StaticDB records.
No orphaned records found.
Webserver
OK Check if the system uses Apache::DBI.
Apache::DBI
OK Check if the system uses Apache::Reload/Apache2::Reload.
Apache2::Reload
OK Display web server version.
You are running Apache/2.2.17 (Win32) mod_apreq2-20090110/2.7.1 mod_perl/2.0.4 Perl/v5.12.2.
OK Check for CGI Accelerator.
mod_perl/2.0.4
[/i]

mysqltuner is written for unix; the which command gives the full path + programname; so you have to findout where mysqladmin is on your windows box and change line 249 from

Code: Select all

my $command = `which mysqladmin`;

to

Code: Select all

my $command = 'drive:/path/where/is/mysqladmin.exe';

(note the single quotes instead of the backticks)

I did like you said. Bad result again:

Code: Select all

C:\Program Files (x86)\OTRS>"C:\Program Files (x86)\OTRS\StrawberryPerl\perl\bin
\perl.exe" "C:\Program Files (x86)\OTRS\mysqltuner.pl"

 >>  MySQLTuner 1.2.0 - Major Hayden <major@mhtx.net>
 >>  Bug reports, feature requests, and downloads at http://mysqltuner.com/
 >>  Run with '--help' for additional options and output filtering
Unsuccessful stat on filename containing newline at C:\Program Files
        (x86)\OTRS\mysqltuner.pl line 254 (#1)
    (W newline) A file operation was attempted on a filename, and that
    operation failed, PROBABLY because the filename contained a newline,
    PROBABLY because you forgot to chomp() it off.  See perlfunc/chomp.

[?[0;31m!!?[0m] Unable to find mysqladmin in your $PATH.  Is MySQL installed?

I don't think my OTRS server is stressed, so far.

hehe, thinking is not knowing during a next "hang" please run vmstat and give us the output

Hehe, you're right. I'll run vmstat next time.

Thanks and Regards,
HervE

[Wolfgangf]

(mysqltuner) you most probably need to escape the blank character in the path
(vmstat) forgive my ignorance - you are running OTRS on Windows; use task manager instead

[HervE]

Wolfgangf,

I used no blank. Line 252:

Code: Select all

	my $command = `C:/PROGRA~2/OTRS/mysql/bin/mysqladmin.exe`;

HervE

[Wolfgangf]

no backticks in the line please - use simple quotation marks instead
backticks in Unix shell means "execute commandline enclosed in backticks and store output in the variable "
you don't have this in Windows
so, enclose the path in '

[HervE]

Hello Wolfgangf,

Looks much better. But...

Code: Select all

C:\Program Files (x86)\OTRS>"C:\Program Files (x86)\OTRS\StrawberryPerl\perl\bin
\perl.exe" "C:\Program Files (x86)\OTRS\mysqltuner.pl"

 >>  MySQLTuner 1.2.0 - Major Hayden <major@mhtx.net>
 >>  Bug reports, feature requests, and downloads at http://mysqltuner.com/
 >>  Run with '--help' for additional options and output filtering
Please enter your MySQL administrative login: otrs
Please enter your MySQL administrative password: xxx

[?[0;31m!!?[0m] Attempted to use login credentials, but they were invalid.

I'm afraid I don't use the otrs database, that must be the reason why the otrs login doesn't work, don't you think?

What login should be used then?

Thanks and Regards,
HervE

[Wolfgangf]

your mysql admin account

[HervE]

I can't remember it!

I'm almost positive I didn't modify it since the installation.
The default login is root (or root@localhost?) with a blank password.
But even that I tried, and it didn't work.
Maybe the blank password is a problem for mysqltuner.pl (?)

HervE