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Support Times

I remember a post a little while back that after the upgrade to 8.5 that support responce times were suffering. Does anyone know if this is still the case?

I've been working on a problem since a few weeks before the upgrade to 8.5 and it seems like now I wait for over a week, just to be asked for a log file, and then wait a week and a half just to hear 'we're still looking into it'. Considering the problem is services randomly failing and website timeouts - trying to fend-off users/managers asking why Orion isn't working, and having to say "well no, I haven't heard back from support in over a week" is ... not fun...

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mark_wiggans

Could you post the error messages here if any or elaborate on your issues and maybe we can help? I'm also curious to as to what your case number is and I can verify the status for you-

EverestM

It seems to be a number of issues - although I suspect they all have the same cause. (Ticket number is 16866)

Biggest problem is that our Custom MIB poller service seems to randomly fail. The service still shows up as "started", however it isn't actually polling (the "last polled" timestamp doesn't change). We've actually had it down for a couple days at a time, and missed some critical events because it wasn't polling anymore.

Two other (possibly related) problems are regarding the Alerting service (same as above .. stops alerting while service still says "started") and the Website (every late evening/early morning) comes back with a timeout (screen-shot attached).

Why I was asking about support times was that 2 & 1/12 weeks ago they asked for some more information ... then 1 & 1/2 weeks ago they asked for some more log files ... and I have yet to hear anything back since then (other than a 'we're still looking into it) when I asked for an update early this week.

Orion-error.JPG

mark_wiggans

The status for your ticket is that it still under investigation. Due to the randomness of this problem they are having difficulty reproducing this behavior enough to isolate the cause. I know this isn't an answer that you had hoped for.

How is your environment setup? Is the DB on a separate server? Sans or cluster? From what you have describe above, this all could be related to the DB. Is there anything on your network that is occurring during those late evening/early morning hours that you are aware of?

EverestM

DB is on a seperate server, but is within the same colocation (no network events have been logged at times when the services stop working). The only suggestion they've mentioned so far was that perhaps there was a backup/indexing going on at the time the service failed - however I've had our DB guys send me the log for the server and the times don't line up. DB server is not part of a cluster.

One of my questions is around these services stopping working, yet still showing that they are 'started'. Even if there was some network/DB event that temporarily caused the connections to fail for a short while, does Orion just give up and not try again?