TechNote

Acrobat Connect Pro Licensed server randomly restarts or becomes unresponsive

Issue

When users try to join an Adobe Acrobat Connect Pro meeting,the service is unavailable intermittently.

Reason

When the Acrobat Connect Pro Licensed server encounters a locked file or resource constraints the Connect services will restart in an attempt to clear up the problem.When this happens, the first thing to review would be the debug.log file, normally located in the c:\breeze\logs\support folder.

In the example below, the Flash Media Server (FMS) restarted once it encountered a lock on one of the files it was attempting to access. When this occurs, the following errors appear in the debug.log:

[02-04 16:28:12] FCSj_Worker:10 (e) Lock obtain timed out: Lock@C:\DOCUME~1\G-LON-~1\LOCALS~1\Temp\lucene-27a4695fb78c3c3cbe566d30fd02427e-commit.lock
[02-04 16:28:12] FCSj_Worker:10 (e) java.io.IOException: Lock obtain timed out: Lock@C:\DOCUME~1\G-LON-~1\LOCALS~1\Temp\lucene-27a4695fb78c3c3cbe566d30fd02427e-commit.lock

The locked file(s) will cause the scheduler to hang, which will trigger the FMS HealthCheck to fail. Once the healthcheck fails, the services will restart. You can see this in the debug.log file as well - minutes after the last "Lock obtain timed out" error message, you should also see this:

[02-04 16:35:18] host-health-check (d) SQL: SELECT TYPE,NAME,HOST_ID,CONNECTIONS,
DATE_EXPIRED,EXTERNAL_NAME,LICENSE,LOAD_FACTOR,RTMP_SEQUENCE,STATUS,
TICKET,ZONE_ID, GETUTCDATE() AS now FROM pps_enum_data_hosts WHERE host_id = ?
[02-04 16:35:18] host-health-check (d) 0ms spid:75 com.macromedia.breeze.builder.Scheduler.shutDown("4")
[02-04 16:35:18] host-health-check (d) ####Scheduler: shutting down (status=failed, date_expired=Wed Feb 04 16:35:14 GMT 2009, DB TIME=Wed Feb 04 16:35:18 GMT 2009).
[02-04 16:35:18] Thread-9 (d) ##### Breeze Shutdown Cleanup
[02-04 16:35:18] Thread-9 (d) 0ms spid:127 com.macromedia.airspeed.db.SQLServerUtilityQueries.ping
[02-04 16:35:18] sche (d) 0ms spid:78 com.macromedia.airspeed.db.SQLServerUtilityQueries.ping
[02-04 16:35:18] sche (d) 0ms spid:78 com.macromedia.breeze.batch.BatchManager.getNewActions(0)
[02-04 16:35:18] Thread-9 (d) 0ms spid:127 com.macromedia.airspeed.dal.DAL.registerHost(Enable Isolation)
[02-04 16:35:18] Thread-9 (d) SQL: SELECT count(*) AS is_maintenance FROM PPS_ENUM_DATA_HOSTS WHERE host_id = ? AND status='M'
[02-04 16:35:18] Thread-9 (d) 0ms spid:127 com.macromedia.breeze.console.DAL.isInMaintenance("4")
[02-04 16:35:18] Thread-9 (d) SQL: UPDATE pps_enum_data_hosts SET DATE_EXPIRED=?,STATUS=? WHERE HOST_ID=?
[02-04 16:35:18] Thread-9 (d) 16ms spid:127 update com.macromedia.breeze.model.Host(Wed Feb 04 16:35:18 GMT 2009,"4","X")
[02-04 16:35:18] Thread-9 (d) 0ms spid:127 com.macromedia.airspeed.db.SQLServerUtilityQueries.setIsolationLevel(Disable Isolation)
[02-04 16:35:18] scheduler-0 (x) ....04/02 16:35:18 info Removing web application service from servlet engine service: conf
[02-04 16:35:18] scheduler-0 (x) 04/02 16:35:18 info Removing web application service from servlet engine service: NoWebApp
[02-04 16:35:18] scheduler-0 (x) FlashGatewayServlet: destroy
[02-04 16:35:18] scheduler-0 (x) jrun.servlet.ServletInvoker: destroy
[02-04 16:35:18] scheduler-0 (x) remoting: destroy
[02-04 16:35:18] scheduler-0 (x) default: destroy
[02-04 16:35:18] scheduler-0 (x) jrun:service/breeze/JRunServer-Domain unbound
[02-04 16:35:18] scheduler-0 (x) The JNDI server was halted
[02-04 16:35:22] Thread-1 (e)

Solution

Stop the Acrobat Connect Pro services.
Open the c:\breeze\logs\support\debug.log and search for the keyword "lucene".
For each search instance returned in the debug.log file, get the file name and path to the locked file, for example: C:\DOCUME~1\G-LON-~1\LOCALS~1\Temp\lucene-27a4695fb78c3c3cbe566d30fd02427e-commit.lock. Then delete the file(s).
Open the c:\breeze\custom.ini file and add the following:
MAX_ARCHIVE_XML_SIZE=0
Start the Acrobat Connect Pro services.

This will reduce one level of indexing that is rarely used when searching for content within Connect Recordings. This change does not affect any other content type, and keyword searches in the Title field will still work.