Topic:
In SES version 6.5SRx, the SecureDoc Service Configuration (SDConnex) may hang occasionally and becomes unresponsive when trying to stop or restart the service via SDConnex MMC or the Services MMC
Symptoms:
End users unable to authenticate via PBConnex - exhibits 782e error
PBConnex Autoboot may fail
Excessive warnings and errors from the SecureDoc Services Configuration Event log.
New encrypted devices cannot communicate to the server.
Requesting Log files:
Detailed trace logs
SES audit logs
Application & System Event log
Server’s msinfo32.txt
Troubleshooting:
1. Reduce the number of Maximum Concurrent Sessions increment of 50 and 60 > tried both
Highlight SDConnex Service à click on Configure à “Communication Tab à configure the “Maximum Concurrent Sessions”..png)
2. Check to see if RME Logging is enabled in the profile – Disable RME Loggings
Right click on profile modify profile click on General Options Media Encryption disable “Enable RME audit Log”.png)
3. If RME Logging is not enabled, we can completely disable the feature in the database’s Settings table in order to minimize the writing to the hard disk of the SQL server.
You will need to have access to the SQL Management Studio in order to disable the RME logging.
The following query will tell us if you have IDNLW_RME_DISABLED in your environment, and what the setting is. If it does not exist, you can add a new row by editing the top 200 records, and adding IDNLW_RME_DISABLED under the name field and one of the values below to the ValNUM column.
Select * from settings where Name like ‘IDNLW_RME_DISABLED’
Can we check the following value in dbo.settings table to see how RME logs are being saved If IDNLW_RME_DISABLED does not exist, the default settings is a.
a. IDNLW_RME_DISABLED = 0 Enabled SES and Windows Event logs
b. IDNLW_RME_DISABLED = 1 Disabled SES and Windows Event logs
c. IDNLW_RME_DISABLED = 2 SES Log only
d. IDNLW_RME_DISABLED = 3 Windows Event Log only
4. Disable data cache layer in the SecureDoc Services Configuration.png)
5. Client’s temporary work around is to restart the SES server to allow for the SDConnex to briefly run again.
References: SD-14355
Internal KB1430