• Event Log Errors
For help with server-related problems, contact Groove Support. To help diagnose server problems, you may be asked to supply information from the Windows Event Viewer, which report server application errors, or from the management server Audit Log for prob-lems involving contact with managed relay servers. See “Viewing Event Logs” in the Monitoring a Relay Server section of this guide for information about using the Windows Event Viewer.
For the latest information about addressing specific relay server conditions, you can visit the following Groove Networks web pages:
• http://www.groove.net/support/faq_listing.html?dd=t for answers to frequently asked questions
• http://www.groove.net/support/technotes/index.gtml?id=6 for support notes
Avoiding Problems
Use the Windows Administrative Tools to check the disk utilization of any drive that is reported to be low to verify this condition. Use the Windows Task Manager to check the memory and processor utilization for abnormally high or low utilization values. Also check the services panel to verify that the Groove Relay service is running. A machine with over 1,000 connections should be consuming about 50 percent of both processors, without increasing memory use.
Similarly, on relay server restart, the machine performs several ‘housekeeping’ tasks prior to accepting connections. Signs that the relay server is starting normally are an initial 3 threads on the Groove Relay process (performing an initial consistency check), followed by an increase to 6 threads, as the databases are prepared for use, and then to around 20 threads when the relay is ready to accept connections.
General Problems and Solutions
The following sections list problems that may arise while running relay servers at your site and suggests ways to resolve them.
Problem
A memory exhaustion error appears in the event log for the relay server.
Solution
This error results when you are running a heavily loaded server (greater than 750 concur-rent connections) and indicates virtual memory fragmentation on the relay server, which can lead to a crash. To avoid this problem, take the following action when you install the relay service:
1. Set the following registry value:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Session Manager
HeapDeCommitFreeBlockThreshold=dword:00040000
The value is in hex. After setting this value you must restart the operating system for the changes to take effect. For more about this setting, see the Microsoft Knowledge Base Article 315407.
2. After setting this value, restart the relay service via the service control manager for the setting to take effect. This setting enables the Low Fragmentation Heap that comes with Windows Server 2003. For more information about this setting, see Microsoft Knowledge Base Article 816542.
Problem
The Relay Server is not performing as expected.
Solution
You may need to gather additional troubleshooting information by starting the relay server from a console window. If you need to do this make sure to shut down the relay service from the Windows Service Manager cleanly first. Then open a console window and change to the relay installation directory. Enter relay -d to run the relay in debug mode.
Trace output (always enabled in this mode) will be directed to the console window.
Note: Running in debug mode generates a large volume of trace output. This will have a significant impact on performance, so do not run the relay in this mode for an extended period of time.
Problem
Managed Groove users cannot authenticate to the relay server. Errors appear in the Groove relay event lot and the relay server statistics Accounts page shows accounts as
“Unauthenticated.”
Solution
The cause of this problem could be an incorrectly generated relayid.xml file, which may not have been successfully imported to the management server. Try removing the relay
server from the management server, then re-assigning it. If that fails to solve the problem, try regenerating the RelayID.xml file and re-importing it to the management server. You will need to restart both the management server and relay server after regenerating and importing the .xml file. See the Groove Management Server Administrator’s Guide for informaton about assigning relay servers to management servers and exchanging authenti-cation keys between the two servers.
Problem
The Relay Server cannot sustain HTTP connections.
Solution
The IIS Web server may be running on the relay server. In this case entering:
netstat -a -n
from a command line prompt will show two listeners on port 80, one for IIS and one for the relay. If this is the case, uninstall IIS from the relay server. The Windows Internet Information Service (IIS) is usually the conflicting application. See the Winternals prod-uct TCPView Professional Web site for a tool that enables you to determine what other application might be using on or more of the relay server ports (http://www.winter-nals.com/products/monitoringtools/tcpviewpro.asp).
Problem
Relay performance is sluggish, browsing the relay statistics Web pages is slow.
Solution
Make sure that ‘Maximum data throughput for network applications’ is the selected option in the Windows Server’s File and Printer sharing for Microsoft Networks property.
Problem
The relay server application terminates with a runtime error shortly after initialization.
Solution
Another application may be listening on one of the relay ports, such as 80, 443, 2492, 8009, or 8010. Reboot the relay server or shut down other applications until the port becomes available.
Problem
A managed Groove identity tries to connect to a relay server but the connection is unsuc-cessful and the relay server logs Event Log messages similar to the following:
RQS-Manager: User open failed - user object initialization failed, user name (86etwfwjijhpibxschk6wxwbewrg6zmra99kcci), hr(0x80210009)
PreauthRequired and no User ID found in users database, user
86etvfwjijhpibxschk6wxwbewrg6zmra99kcci,account grooveAccount://
3tuf966hej5zaw3w8upkk2x48wezs984iag7rws@
192.168.1.24:1133 user layer message verification failed for user grooveAccount://
3tuf966hej5zaw3w8upkk2x48wezs984iag7rws@ on device dpp://r030.groove.net/
eurovpsx53khzrffdm3uxaphqh64bzzktggwxk2 Solution
The Enterprise Management Server has not successfully downloaded the managed identity information to the relay server. To fix this problem, go to the Enterprise Management Server administrative Web site and make sure that the relay server and management are synchronized. If indicators on the Relay Servers tab show that the servers are not synchro-nized, click the Synchronize button to correct the condition, then restart the Groove client.
See the Groove Management Server Domain Administrator’s Guide for more information about synchronizing relay and management servers.
If the problem persists, contact Groove Support for assistance.