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

Problem Description

An APM user noticed that after an end-user's smart client crashed, later on the smart-client services would eventually stop allowing some end-users to log on the the APM smart client, even though the service appears to be running. The end-users receive an error message indicating that the service is down but the server manager will show that the service is still running.

Solution

The root-cause of the initial crash is under investigation. Sometimes objects are missing critical data, when those objects are accessed either by opening the object or launching a configuration or dashboard that configured to display or access that broken data, the client will crash. In these cases, because the crash is not a clean exit for the smart client, prior connections and app-locks can lead to a user reconnecting to the failed session. These issues should be reported to support for investigation and ADPlus set-up in order to determine the root-cause of the event so that the data can be corrected.

The workaround is to restart the smart-client services to clean any bad sessions and associated applocks.