PM79091: ClearQuest cqrpc does not handle or recover from unexpected 'Out of Memory' exceptions

Rational ClearQuest Fix Pack 10 (7.1.2.10) for 7.1.2
Rational ClearQuest Fix Pack 06 (8.0.0.6) for 8.0
Rational ClearQuest Fix Pack 14 (7.1.2.14) for 7.1.2
Rational ClearQuest Fix Pack 11 (8.0.0.11) for 8.0
Rational ClearQuest Fix Pack 12 (8.0.0.12) for 8.0
Rational ClearQuest Fix Pack 15 (7.1.2.15) for 7.1.2
Rational ClearQuest Fix Pack 13 (8.0.0.13) for 8.0
Rational ClearQuest Fix Pack 16 (7.1.2.16) for 7.1.2
Rational ClearQuest Fix Pack 17 (7.1.2.17) for 7.1.2
Rational ClearQuest Fix Pack 14 (8.0.0.14) for 8.0
Rational ClearQuest Fix Pack 18 (7.1.2.18) for 7.1.2
Rational ClearQuest Fix Pack 15 (8.0.0.15) for 8.0
Rational ClearQuest Fix Pack 19 (7.1.2.19) for 7.1.2
Rational ClearQuest Fix Pack 16 (8.0.0.16) for 8.0
Rational ClearQuest Fix Pack 17 (8.0.0.17) for 8.0
Rational ClearQuest Fix Pack 18 (8.0.0.18) for 8.0
Rational ClearQuest Fix Pack 19 (8.0.0.19) for 8.0
Rational ClearQuest Fix Pack 20 (8.0.0.20) for 8.0
Rational ClearQuest Fix Pack 21 (8.0.0.21) for 8.0

APAR status

• Closed as program error.

Error description

• ClearQuest cqrpc does not handle or recover from unexpected 'Out
  of Memory' exceptions.
  out of Memory error messages are seen in the trace logs which
  leads to database errors and in turn a ClearQuest Web outage.
  
  The Error message while logging into ClearQuest Web is,
  
  This login is forbidden.
  CRMMD1284E Unable to logon to the SQL_SERVER database :?Database
  Name?'
  The vendor error message was:
  
  CRMDB0000E SQLDriverConnect: RETCODE=-1
  State=IM005, Native Error=0
  [Microsoft][ODBC Driver Manager] Driver's
  SQLAllocHandle on SQL_HANDLE_DBC failed
  
  ClearQuest needs to better handle 'out of Memory' Exceptions.
  

Local fix

Problem summary

• ****************************************************************
  * USERS AFFECTED:                                              *
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  * PROBLEM DESCRIPTION:                                         *
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  * RECOMMENDATION:                                              *
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  During periods of heavy usage, ClearQuest Web may experience
  "Out of Memory" exceptions, become unresponsive, and prevent
  users from logging in. ClearQuest Web sometimes does not
  recover from this condition in a timely manner and often
  requires an administrator to manually kill the ailing
  cqrpc.exe process where the problem occurred.
  

Problem conclusion

• A fix is available in ClearQuest 7.1.2.10 and 8.0.0.6.
  
  When "Out of Memory" exceptions occur in ClearQuest Web,
  this condition is now detected and the ailing cqrpc.exe
  process is recycled.  This means CQ Web users performing
  operations in the bad cqrpc.exe, as well as new users, are
  routed to a new cqrpc.exe process.
  

Temporary fix

Comments

APAR Information

• APAR is sysrouted FROM one or more of the following:

• APAR is sysrouted TO one or more of the following:

Fix information

• Fixed component name

  CLEARQUEST WIN

• Fixed component ID

  5724G3600

Applicable component levels

• R710 PSN

     UP