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 |
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Problem
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
HelperDescription: 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:
- On the Helpdesk server, open an Altiris Console.
- Click on the Configuration tab (or if using the Altiris Console 6.5, click on the View menu > Configuration).
- Click on Upgrade/Install Additional Solutions.
- Click on the Currently Installed tab.
- Click on the Update button for Altiris Helpdesk Solution.
- 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:
- Save the attached file hddv3.sql to the Helpdesk server.
- Replace the original hddv3.sql file in the <Altiris_installation_drive>:\Program Files\Altiris\Helpdesk folder with the new version.
- Open an Altiris Console.
- Click on the Configuration tab (or if using the Altiris Console 6.5, click on the View menu > Configuration).
- Click on Server Settings > Notification Server Settings > Incident Settings.
- 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
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| Value | ABQ 4362 |
| Description | Logged in abqdc01 (Altiris - Albuquerque) database |
Related Articles
Legacy ID
24837
Article URL http://www.symantec.com/docs/TECH14774
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