Live Communications Service /Office Communications Service (LCS/OCS) IM Clients Cannot Send Messages. Windows Application Event log Shows Error Message "Top Level Lock"

Article:TECH137622  |  Created: 2010-08-11  |  Updated: 2011-09-26  |  Article URL http://www.symantec.com/docs/TECH137622
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Article Type
Technical Solution

Product(s)

Issue



IM messages sent are not received by users.  The messages are blocked by IM Manager.

 

 Conditions

  • IM Manager is integrated with LCS/OCS

Error



  •     The Windows Application Event log contains the following event:


Event Type:          Error
Event Source:        Symantec Components
Event Category:      None
Event ID:            128
Date:                8/9/2010
Time:                4:03:29 PM
User:                S-1-5-21-1097491160-730207712-1318725885-109834
Computer:            SCMT930CTO

Description:
IM Manager encountered an error in a Filtering component.  Failed to get top level lock, the message from sender: 'sip:user1@corp.com', recipient: 'sip:user2@corp.com', 'Microsoft Office Communications Server IM' will be blocked

 


Cause



A thread was unable to get exclusive access to the RTTPS code path.  The thread timed out while waiting for exclusive access. 


Solution



Symantec is aware of this issue.  This article is updated as more information is available.  Subscribe to this article to receive updates.

Workaround

Typically this is a transitory issue that happens once or twice and never again.  If the issue is continuous take the following steps to restore service:

1. Restart the following services:

LC Logging Service
LC Filter Service
 

Symantec has a hotfix for 8.4.17 that performs the following:

  • Collects additional diagnostic information
  • Automatically restarts the services to restore service

If you are encountering this issue frequently and the issue requires manual intervention to restore service contact Symantec Technical support to obtain the hotfix and enable it for your environment. 

Steps to Install Hotfix

1. Stop the following services:

LC Logging Service
LC Filter Service
IMLogRelayService
 

2.    Rename the following files by putting a .orig extension on them:

Default location:


C:\Program Files (x86)\Symantec\IMManager\OCSFilterService.exe
C:\Program Files (x86)\Symantec\IMManager\IMFilters.dll

3. Extract the new files from the hotfix to the following location:

Default location: C:\Program Files (x86)\Symantec\IMManager

4.    Configure the LC Logging Service to restart always:

a)    Open the services control panel.
b)    Right click on the LC Logging Service and select Properties.
c)    Click on the Recovery tab.
d)    Change the dropdown value of First Failure, Second Failure, Subsequent failures to Restart the Service to the value Restart the Service.
e)    Click the OK button to save the changes.

5. Configure the registry to enable a process restart on hung threads:

a. Download the registry file imfilter-64bit.reg to the IM Manager computer.
b. Double click on the registry file to add the necessary registry entries.

NOTE:  This registry file creates the following registry keys (if not present already) and sets them to the following values:

a. Create the following registry key as a DWORD and set the value to 50 decimal: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\IMLogic\IMLogEnterprise\4.0\RelayService\ThreadWaitingCount

b. Create the following registry key as a DWORD and set the value to zero (0): HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\IMLogic\IMLogEnterprise\4.0\LCS\NumHungThreadsToRestart

6. Start the following services:

LC Logging Service
LC Filter Service
IMLogRelayService


After the Hotfix is Installed

When the issue occurs with the hotfix installed the following sequence of events is logged in the Windows Application Event log:

  • IM Manager has detected hung threads on the top-level lock:


Log Name:      Application
Source:        Symantec Components
Date:          5/25/2011 10:10:14 AM
Event ID:      128
Task Category: None
Level:         Error
Keywords:      Classic
User:          OCSR2\RTCService
Computer:      ocsr2fe1.ocsr2.local
Description:
IM Manager encountered an error in a Filtering component.  Thread going for Sleep

  • IM Manager takes a process dump of the process:

Log Name:      Application
Source:        LC Filter Service
Date:          5/25/2011 10:12:15 AM
Event ID:      0
Task Category: None
Level:         Warning
Keywords:      Classic
User:          N/A
Computer:      ocsr2fe1.ocsr2.local
Description:
User dump file generated is C:\Program Files (x86)\Symantec\IMManager\OCSFilterService_634419150826466900.dmp. Please send the user dump file to IMlogic customer support.

  • The service detects it needs to restart:


Log Name:      Application
Source:        LC Filter Service
Date:          5/25/2011 10:12:15 AM
Event ID:      0
Task Category: None
Level:         Warning
Keywords:      Classic
User:          N/A
Computer:      ocsr2fe1.ocsr2.local
Description:
nHungRequestsDetected = 51, and nNumofHungThreadsToRestart = 50

Log Name:      Application
Source:        LC Filter Service
Date:          5/25/2011 10:12:15 AM
Event ID:      0
Task Category: None
Level:         Warning
Keywords:      Classic
User:          N/A
Computer:      ocsr2fe1.ocsr2.local
Description:
1 hung request(s) detected. The service will restart

  •  The service is restarted :


Log Name:      Application
Source:        LC Filter Service
Date:          5/25/2011 10:12:16 AM
Event ID:      0
Task Category: None
Level:         Information
Keywords:      Classic
User:          N/A
Computer:      ocsr2fe1.ocsr2.local
Description:
Service started successfully.

When the issue occurs with the hotfix installed the following sequence of events is logged in the System Application Event log:

  • Service stops and then starts:


Log Name:      System
Source:        Service Control Manager
Date:          5/25/2011 10:12:15 AM
Event ID:      7031
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      ocsr2fe1.ocsr2.local
Description:
The LC Filter Service service terminated unexpectedly.  It has done this 1 time(s).  The following corrective action will be taken in 0 milliseconds: Restart the service.

Log Name:      System
Source:        Service Control Manager
Date:          5/25/2011 10:12:16 AM
Event ID:      7036
Task Category: None
Level:         Information
Keywords:      Classic
User:          N/A
Computer:      ocsr2fe1.ocsr2.local
Description:
The LC Filter Service service entered the running state.
 

There will be a new dump file (dmp) in the IM Manager directory:  C:\Program Files (x86)\Symantec\IMManager.

 


Attachments

Hotfix Workaround for etrack 2138838
hotfix-2138838-8-16-2011.zip (584 kBytes)
Required Registry Entries for Hotfix
imfilter-64bit.reg (560 Bytes)


Supplemental Materials

SourceETrack
Value2138838


Article URL http://www.symantec.com/docs/TECH137622


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