Product(s):	APM Implementation and Performance Management
	Version(s):	7
	Environment:	N/A
	Area:	N/A
	Subarea:	N/A

Problem Description

An APM user had several reports of APM Mobile Inspection users at different sites encountering the error message "Could not connect to server, the Mobile Rest Service Provider is not responding". These mobile inspection users were unable to successfully launch the APM Mobile Inspections app from their tablets. User tried refreshing the service but the next morning the same issue reappeared. Some users could access the APM Mobile Inspections app without issue but others were not able to connect at all.

The user manager checked the health of the services using the Server Manager and all services appeared to be running and healthy.

Client request log appeared as follows:

2022-05-26 00:32:36.9709Z,[Host=servername.hostwebsite.com] [Instance=123ab4] [Computer=123456789] MobileRest (v2.1.0/805) - iPad - User1@customername.com - 0, servername.bentley.com,sync,0,https:// servername.bentley.com/sync1/rest/

2022-05-26 00:32:47.3553Z,[Host=servername.hostwebsite.com] [Instance=123ab4] [Computer=123456789] MobileRest (v2.1.0/805) - iPad - User1@customername.com - 0, servername.bentley.com,0,https:// servername.bentley.com/sync2/rest/

2022-05-26 00:33:06.8969Z,[Host=servername.hostwebsite.com] [Instance=123ab4]] [Computer=123456789] MobileRest (v2.1.0/805) - iPad - User1@customername.com - 0, servername.bentley.com,sync,0,https:// servername.bentley.com/sync1/rest/

2022-05-26 00:35:51.4853Z,[Host=servername.hostwebsite.com] [Instance=123ab4]] [Computer=123456789] MobileRest (v2.1.0/805) - iPad - user1@customername.com - 0, servername.bentley.com,sync,0,https://servername.bentley.com/sync2/rest/

Solution

User recently added several additional APM Mobile Inspection users from a different site and eventually the users 2 sync services were overloaded due to too many users concurrently attempting to sync their APM Mobile Inspections apps at the same time. Refreshing the service will not help in this regard. As the user's sites all have similar start times the Mobile REST services are continually being overloaded with requests during a short time period.

Adding an additional Mobile REST Service on a different Virtual Server that was running other APM Services provided the user with additional capacity to handle more concurrent client requests and resolved the problem.