SNA Server Stops Responding with Compaq Insight Manager 4.22 (241087)


The information in this article applies to:

  • Microsoft SNA Server 2.0
  • Microsoft SNA Server 2.1
  • Microsoft SNA Server 2.11
  • Microsoft SNA Server 2.11 SP1
  • Microsoft SNA Server 2.11 SP2
  • Microsoft SNA Server 3.0
  • Microsoft SNA Server 3.0 SP1
  • Microsoft SNA Server 3.0 SP2
  • Microsoft SNA Server 3.0 SP3
  • Microsoft SNA Server 3.0 SP4
  • Microsoft SNA Server 4.0
  • Microsoft SNA Server 4.0 SP1
  • Microsoft SNA Server 4.0 SP2
This article was previously published under Q241087

SYMPTOMS

After successfully running for a period of time, the SNA Server computer may stop responding. All active sessions may lock up and new sessions may not activate. The response to mouse movements, keyboard entry, and video updates may be slow. This problem is specific to Compaq systems running Compaq Insight Manager 4.22.

CAUSE

The Compaq Insight Manager CQMGHOST service exhibits a memory leak in version 4.22.

RESOLUTION

Upgrade to Compaq Insight Manager version 4.23 or later. At this time, 4.30 is the current version.

WORKAROUND

Disable the Compaq Insight Manager Host Agent.

To disable the Host Agent component, do the following:
  1. In Control Panel, click Services, and then choose Insight Agents.
  2. From the Active Agents list, click to highlight the Host Remote Alerter and the Host Information components, and then click Remove.
  3. If you are pointed to "Restart the agents because they have been modified," click Yes.

STATUS

The third-party products that are discussed in this article are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.

MORE INFORMATION

Although this issue was observed with Microsoft SNA Server, other applications may be affected as well.

This issue is caused by the CQMGHOST service leaking private bytes and handles in Compaq Insight Agent, Host Agent version 4.22.

The steps to troubleshoot include the following:
  1. Start Performance Monitor Log and let the log run for two to three days, long enough to capture a trend. For additional information, please see the following article in the Microsoft Knowledge Base:

    150934 How to Create a Performance Monitor Log for NT Troubleshooting

  2. When the log has been saved, open Performance Monitor, choose Data From on the Options menu, and then select the created log.
  3. Choose Edit , and then select Add to Chart.
  4. Select the Process Object, all counters, and all instances except idle. The window will be quite cluttered; however, you can press the Backspace key and the active counter will be displayed in white.
  5. Take note to see if one or more lines are trending upwards and never down, or down and never up.
  6. Delete counters from the top of the list, moving down until you locate the counter(s) noted in step 5.
In this issue, CQMGHOST climbs rapidly and never goes down, amounting to a 3-MB leak of memory per day.

REFERENCES

Windows NT Workstation Resource Kit, Chapter 12, Detecting Memory BottlenecksCompaq article SP10572
Modification Type:MinorLast Reviewed:7/14/2004
Keywords:kbprb KB241087
©2004 Microsoft Corporation. All rights reserved.