RMA not connected

c.tenner · Joined: 30 Jun 2010 Posts: 10

Hello,
We got a Windows Server 2003 acting as an active RMA. This Server is connected via WAN to our HM. From time to time the (master-) ping-test returns RMA not connected. When using the RMA Manager (from HM server) the RMA is connected.
Only manually restarting the service on the RMA will get a positive test result again.

When we type "rma itself" in the address-field, the immediate status is "no answer".

Any idea why? The same setup and test are working for another server (at a different place)

Greetings
C.Tenner

KS-Soft · Joined: 03 Apr 2002 Posts: 10405 Location: USA

What version of HostMonitor and RMA do you use?

Regards
Alex

c.tenner · Joined: 30 Jun 2010 Posts: 10

Im sorry to forget those info:
HM 8.68c
RMA 4.08

c.tenner · Joined: 30 Jun 2010 Posts: 10

In the mean time we solved this by setting up a scheduled task that "net stops" and "net starts" the service.

But unfortunately the same problem occurred at a new costumer using Windows Server 2008 R2 using those versions:

aRMA: 4.15
RMA-Manager: 3.12
HM: 8.86

If you anything else, please ask!

Greetings
C.Tenner

KS-Soft Europe · Joined: 16 May 2006 Posts: 2252

"No answer" status means active RMA agent can't espablish connection with HostMonitor.
There can be different reasons for that: some router related problems, defect network card, buggy network driver, antivirus, firewall e.t.c...

Do you have installed some antivirus monitors, personal firewall, content monitoring software, non stanard winsock components on active RMA servers and HostMonitor server?

KS-Soft · Joined: 03 Apr 2002 Posts: 10405 Location: USA

I don't think this problem has anything to do with router. Antivirus or personal firewall? May be..

Have you checked RMA log files? By default failure log file (loga_bad.txt) located in the same folder where RMA is installed. Any errors?

Do you use ODBC logging or ODBC test method? If yes, what ODBC driver do you use?

Could you check resource usage for each process, especially rma_active.exe when this problem appears? You may use standard Windows Task Manager to check Handles, GDI and USER objects. What is the total resource usage on the system? How many handles/threads/GDI objects used by rma_active.exe process?

Regards
Alex

c.tenner · Joined: 30 Jun 2010 Posts: 10

We concluded that the poor internet connection of both costumers was responsible for that problem. The scheduled task solved the problem for us.

Thanks for the suggestions though.
Cheers