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Cisco Bug: CSCuq79656 - EIM v9.0(2) Outbound Emails w\ attachments have no size limits

Last Modified

Mar 30, 2017

Products (1)

  • Cisco Unified E-Mail Interaction Manager

Known Affected Releases

9.0(2)

Description (partial)

1. The EIM dispatcher process is crashing and will not start.

2. The EIM dx logs show JavaOutOf Memory messages.

Example:

ERROR <@> [47:DxInstance id : 998] <@> ProcessId:7332 <@> PID:-1 <@> UID:-1 <@> HttpSessionId:  <@> com.egain.platform.framework.dsm.common <@> run() <@> Instance Failed. Exiting.. == >998 <@> 
java.lang.OutOfMemoryError: Java heap space
at sun.nio.cs.StreamEncoder.write(StreamEncoder.java:133)
at java.io.OutputStreamWriter.write(OutputStreamWriter.java:220)
at java.io.Writer.write(Writer.java:157)
at org.apache.log4j.helpers.CountingQuietWriter.write(CountingQuietWriter.java:45)
at org.apache.log4j.WriterAppender.subAppend(WriterAppender.java:310)
at org.apache.log4j.RollingFileAppender.subAppend(RollingFileAppender.java:276)
at com.egain.platform.util.logging.appender.RollingFileAppender.subAppend(RollingFileAppender.java:267)
at org.apache.log4j.WriterAppender.append(WriterAppender.java:162)
at org.apache.log4j.AppenderSkeleton.doAppend(AppenderSkeleton.java:251)
at org.apache.log4j.helpers.AppenderAttachableImpl.appendLoopOnAppenders(AppenderAttachableImpl.java:66)
at org.apache.log4j.Category.callAppenders(Category.java:206)
at org.apache.log4j.Category.forcedLog(Category.java:391)
at org.apache.log4j.Category.log(Category.java:856)
at com.egain.platform.util.logging.Logger.logMessage(Logger.java:902)
at com.egain.platform.util.logging.Logger.log(Logger.java:415)
at com.egain.platform.module.dispatcher.Mailer.sendMessage(Mailer.java:1111)
at com.egain.platform.module.dispatcher.service.DxProcess.dispatchEmail(DxProcess.java:1471)
at com.egain.platform.module.dispatcher.service.DxProcess.runDispatcher(DxProcess.java:959)
at com.egain.platform.module.dispatcher.service.DxInstance.startInstance(DxInstance.java:86)
at com.egain.platform.framework.dsm.common.ThreadPool$PoolThread.run(ThreadPool.java:103)

3. Hprof files are also being generated.


Customer EIM agents that received emails w\ large attachments, are forwarding or sending emails out or to other agents, which causes the system to crash, due to outofmemory issues and create hprof files.


1. Identify problem email w\ large attachment, via SQL query or HPROF file, via MAT.  (Memory Analyzer Tool).

2. Use SQL update command to update identified email w\ large attachment to have activity status of completed.

Update egpl_casemgmt_activity set Activity_Status = '9000' and activity_Sub_Status = '9100' where activity_ID = '<stuck activity ID #>', or

update egpl_casemgmt_activity Set activity_status = '8888'and activity_sub_status = '8888' where activity_ID = <'problem activity_ID'> .

3. Restart the dx process and instances, to clear memory.

4. You can run a SQL cmd like the following one to verify outbound email queue is now reducing.

"select GETUPDATE(), COUNT (1) from egpl_casemgmt_activity with (nolock) where activity_status = 7000 --order by 1".  

Note: This example is where the stuck or problem email w\ large attachment was in the Pre Completion activity status.


eGAin has validated issue on 

Note: EIM Inbound emails w\ attachments have a maximum size limit.   

However, it was validated that EIM outbound emails w\ attachments do not have a size limit.


Symptom:1. The EIM dispatcher process is crashing and will not start.

2. The EIM dx logs show JavaOutOf Memory messages.

Example:

ERROR <@> [47:DxInstance id : 998] <@> ProcessId:7332 <@> PID:-1 <@> UID:-1 <@> HttpSessionId:  <@> com.egain.platform.framework.dsm.common <@> run() <@> Instance Failed. Exiting.. == >998 <@> 
java.lang.OutOfMemoryError: Java heap space
at sun.nio.cs.StreamEncoder.write(StreamEncoder.java:133)
at java.io.OutputStreamWriter.write(OutputStreamWriter.java:220)
at java.io.Writer.write(Writer.java:157)
at org.apache.log4j.helpers.CountingQuietWriter.write(CountingQuietWriter.java:45)
at org.apache.log4j.WriterAppender.subAppend(WriterAppender.java:310)
at org.apache.log4j.RollingFileAppender.subAppend(RollingFileAppender.java:276)
at com.egain.platform.util.logging.appender.RollingFileAppender.subAppend(RollingFileAppender.java:267)
at org.apache.log4j.WriterAppender.append(WriterAppender.java:162)
at org.apache.log4j.AppenderSkeleton.doAppend(AppenderSkeleton.java:251)
at org.apache.log4j.helpers.AppenderAttachableImpl.appendLoopOnAppenders(AppenderAttachableImpl.java:66)
at org.apache.log4j.Category.callAppenders(Category.java:206)
at org.apache.log4j.Category.forcedLog(Category.java:391)
at org.apache.log4j.Category.log(Category.java:856)
at com.egain.platform.util.logging.Logger.logMessage(Logger.java:902)
at com.egain.platform.util.logging.Logger.log(Logger.java:415)
at com.egain.platform.module.dispatcher.Mailer.sendMessage(Mailer.java:1111)
at com.egain.platform.module.dispatcher.service.DxProcess.dispatchEmail(DxProcess.java:1471)
at com.egain.platform.module.dispatcher.service.DxProcess.runDispatcher(DxProcess.java:959)
at com.egain.platform.module.dispatcher.service.DxInstance.startInstance(DxInstance.java:86)
at com.egain.platform.framework.dsm.common.ThreadPool$PoolThread.run(ThreadPool.java:103)

3. Hprof files are also being generated.

Conditions:Customer EIM agents that received emails w\ large attachments, are forwarding or sending emails out or to other agents, which causes the system to crash, due to outofmemory issues and create hprof files.
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