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Needed more Rightfax Database Threads

05 Mar

Recently we are seeing a lot of database timeout errors lasting between 30 secs to1 min on our boardservers. At the same time, on the RightFax servers, we are seeing boardserver pipe instances busy errors also lasting around 30 secs to 1 min. In all cases, there was no service impact and the connectivity recovered after 30 secs to 1 min.

Source: RightFax Server Module
Type: ERROR
Time: 05/03/2010 11:02:27
ID: 3312
MSD: Marking DocTransport XXXXXXXXX to down with error 231 All pipe instances are busy. [PID:231,TID:88934408]

Source RightFax Server Module
Type: ERROR
Time: 05/03/2010 10:54:53
ID: 3312
do_checkxmit:: 10:54:53 ID not found [PID:5009304,TID:0]

Source: RightFax DocTransport Module
Type: ERROR
Time: 05/03/2010 03:05:31
ID: 3322
Err#1: [Microsoft][ODBC SQL Server Driver]Timeout expired [PID:89060792,TID:1]

Source: RightFax DocTransport Module
Type: ERROR
Computer: xxxxxxx
Time: 03/03/2010 23:32:03
ID: 3322
ServiceThread: Failed to update the Pulse Time. The fax server may determine this DocTransport is down. [PID:2011569275,TID:4649152]

We checked with the database team on our SQL server, but they had not found any performance issues with their server.

A search on the OpenText KB found this article: Error 231 in transacting named pipe. For those without access, here is what it says:

Solution 1c: Viewing and increasing database threads

To view the status of the last RightFax database thread:

1. Open Enterprise Fax Manager.

2. Right-click the RighFax database module.

3. Select ‘STATUS’ from the dropdown menu

4. From the dropdown list of the status window, select the last database thread (NOT the file thread).

The last database thread should show total commands executed of zero. If it’s not zero, increase the number of database threads by 2 and test again. This number should not raise above 1 in a 24 hour period. If it is a large number within an hour after a restart, you should increase the number again immediately. The idea is to fine tune the level so that the last thread is seldom used but you do not have a lot of threads that are unused.

Note: This will stop and restart the RightFax Server and database services.

To increase the number of database threads:

1. Right-click the RightFax Database Module.

2. Choose Configure Service.

3. Click the Advanced tab.

4. Select a value in the Max Threads list.

5. Click OK.

It appears that we don’t have enough database threads. My server has only 10 threads and the 10th thread is showing 200+ executed commands when it should be 0.

The solution in this case is to increase by 2 threads, but based on my own experience, I planned to increase this to 15, since my server can take that load. Will update again if this resolves the issue.

Update: upping the number of database threads seems to have solved the issue

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14 Comments

Posted by on March 5, 2010 in Windows

 

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14 responses to “Needed more Rightfax Database Threads

  1. Rob

    April 23, 2010 at 7:34 pm

    Kelvin,

    I’m seeing something similar in my environment. I was wondering if your Rightfax Application/DB servers are clustered (using Microsoft Cluster Services)? I’m seeing some slightly different behavior, but am wondering if it’s related to a difference in our configurations.

    Thanks for your time!

    Rob

     
    • saltwetfish

      April 24, 2010 at 11:22 am

      Hi Rob

      Our rightfax server is are non-clustered, but our database is clustered. What kind of different issue are you seeing for your side?

       
  2. Andre

    April 26, 2010 at 9:00 am

    Hi rob,

    It seems as though I have the same error you getting. I have 1 rightfax server with 2 brooktrout cards.
    We only enabled 30 channels because of the 30 channel limitation on our PBX. Our Rightfax SQL database is on a remote server. Same errors popping up in the rightfax server event log.
    Main problem is that we are losing certain faxes.

    I tried following the link which opens to the opentext website. It requires a password. Just wanted to find more info.

    Also, I’m not that clued up in SQL configurations but Is it a simple process in increasing the threads? Would like to know what all info is required from me or should I just tell the SQL admins to increase the database threads?
    Thanks in advance.

     
    • saltwetfish

      April 27, 2010 at 12:37 am

      Hi Andre,

      btw its Kelvin. 🙂

      I have update the post with the text from the KB. Hope it helps.

      Yes, you need to register with OneText to get a logon account. You should approach your RightFax vendor regarding this.

       
  3. Ashish

    August 9, 2012 at 5:59 pm

    What is the function of Rightfax database?

    We are getting error in eventvwr like Event Type: Error
    Event Source: RightFax DocTransport Module
    Event Category: None
    Event ID: 3322
    Date: 8/9/2012
    Time: 2:51:32 AM
    User: N/A

    Description:
    Err#2: [Microsoft][ODBC SQL Server Driver][Shared Memory]ConnectionOpen (SECDoClientHandshake())..

     
    • Ashish

      August 9, 2012 at 6:00 pm

      Can you please let me know how to resolve this issue?

       
    • Kelvin Wong

      August 9, 2012 at 7:32 pm

      This sounds like a database issue? Did you checked the performance of the rightfax database?

       
  4. Mariano Gori

    September 19, 2013 at 8:54 pm

    I am also getting somewhat similar alerts. Is anyone able to help? Please see below. The Rightfax server is not clustered but the SQL Database is.

    Event Type: Warning
    Event Source: RightFax Database Module
    Event Category: None
    Event ID: 3313
    Date: 9/18/2013
    Time: 10:57:50 AM
    User: N/A
    Description:
    CheckExecState:Database disconnected. Attempting reconnection..

    Event Type: Error
    Event Source: RightFax DocTransport Module
    Event Category: None
    Event ID: 3322
    Date: 9/18/2013
    Time: 11:34:38 AM
    User: N/A
    Description:
    Err#1: [Microsoft][ODBC SQL Server Driver][DBNETLIB]SQL Server does not exist or access denied..

    Event Type: Error
    Event Source: RightFax DocTransport Module
    Event Category: None
    Event ID: 3322
    Date: 9/18/2013
    Time: 11:34:38 AM
    User: N/A
    Description:
    Err#2: [Microsoft][ODBC SQL Server Driver][DBNETLIB]ConnectionOpen (Connect())..

    Event Type: Warning
    Event Source: RightFax DocTransport Module
    Event Category: None
    Event ID: 3322
    Date: 9/18/2013
    Time: 11:36:12 AM
    User: N/A
    Description:
    Connection is reconnected to the database.

    If anyone has any suggestions that would be great.

     
    • Kelvin Wong

      September 24, 2013 at 10:37 pm

      Looks like intermittent connects to your database. Have you checked if the database is healthy?

       
    • Debbie

      February 5, 2014 at 10:06 pm

      Did you ever get an answer to this. I have exactly the same issue.

       
      • Kelvin Wong

        February 15, 2014 at 11:35 am

        Debbie, did you check the health of the database or database server? lack of database threads will not cause “server does not exists or access denied” errors

         
      • Debbie

        April 3, 2014 at 8:20 pm

        Hmm, I suspect that our DBA did do something to the DB but I can’t be sure and he seems to be keeping the dark art of sql to himself. Shortly after mentioning to him it may be the health of the DB, Rightfax has been fine and we managed a full 38 days on uninterrupted faxing.

         
  5. Sharique

    July 4, 2016 at 10:10 am

    Hi Kelvin,
    Rightfax Doctransport service has stopped. When attempted to start, in event viewer, it shows the error as below.
    Event ID 3322 – CHKACCESS:Error 5 creating file ‘\\DB-Rightfax\Image\FFFFFFFF.BST’
    Event ID 3322 – Error Shutting down SMTP connector: Object reference not set to an instance of an object
    Event ID 3322: INIT:Unable to access DIRECTORY = \\DB-Rightfax\IMAGE. error 5, Access is denied..
    I have checked the access on network path folder, the rightfax account does have the full access.

     
    • Kelvin Wong

      July 4, 2016 at 1:17 pm

      You need to ensure that both the share and NTFS permissions are correct. Have you checked both?

       

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