KNOWN ISSUE: Error "Transaction (Process ID ) was deadlocked on lock" or timeouts occur when using Helpdesk

Article:TECH14774  |  Created: 2006-07-18  |  Updated: 2011-03-14  |  Article URL http://www.symantec.com/docs/TECH14774
NOTE: If you are experiencing this particular known issue, we recommend that you Subscribe to receive email notification each time this article is updated. Subscribers will be the first to learn about any releases, status changes, workarounds or decisions made.
Article Type
Technical Solution

Issue



When using Helpdesk while the Helpdesk and/or SQL Server is under a heavy load, timeouts and deadlock errors occur.


Error



Errors appear in the Notification Server logs:

Source: Altiris.AlertManager.Sql

Helper
Description: Transaction (Process ID <number>) was deadlocked on lock resources with another process and has been chosen as the deadlock victim. Rerun the transaction.

 

or

Source: Altiris.AlertManager.SqlHelper

Description: Transaction (Process ID <number>) was deadlocked on lock | communication buffer resources with another process and has been chosen as the deadlock victim. Rerun the transaction.

Environment



Helpdesk 6.0 SP4


Cause



Certain SQL operations within Helpdesk can cause records to be locked causing other operations to timeout while waiting for those records to be committed, and in some cases become a deadlock victim. Normally this does not occur; however, because of the heavier load of concurrent Helpdesk workers, these operations can start to cause deadlock and timeout errors. 

Also, Helpdesk servers with incidents with a high number of incident versions also encounter an issue because a step of saving an incident causes all the versions of the incident to be touched rather than just the latest version.


Solution



This issue has been resolved in Helpdesk 6.0 SP5 (6.0.308). Follow the below steps to upgrade:

  1. On the Helpdesk server, open an Altiris Console.
  2. Click on the Configuration tab (or if using the Altiris Console 6.5, click on the View menu > Configuration).
  3. Click on Upgrade/Install Additional Solutions.
  4. Click on the Currently Installed tab.
  5. Click on the Update button for Altiris Helpdesk Solution.
  6. Follow the installation steps.

If Helpdesk cannot be upgraded to SP5, a hotfix is available for Helpdesk 6 SP4 (6.0.297). Follow the below steps to apply this:

  1. Save the attached file hddv3.sql to the Helpdesk server.
  2. Replace the original hddv3.sql file in the <Altiris_installation_drive>:\Program Files\Altiris\Helpdesk folder with the new version.
  3. Open an Altiris Console.
  4. Click on the Configuration tab (or if using the Altiris Console 6.5, click on the View menu > Configuration).
  5. Click on Server Settings > Notification Server Settings > Incident Settings.
  6. Click on the Apply button. Note: If a repair install of Helpdesk is ever performed, these steps will need to be repeated to re-apply the hotfix.

Related Article

Slow performance, timeouts or out of memory errors occur when using Helpdesk
http://www.symantec.com/business/support/index?page=content&id=TECH146510


Attachments

hddv3.sql (541 kBytes)

Supplemental Materials

ValueABQ 4362
Description

Logged in abqdc01 (Altiris - Albuquerque) database



Legacy ID



24837


Article URL http://www.symantec.com/docs/TECH14774


Terms of use for this information are found in Legal Notices