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Question

Laserfiche Forms Directory Service Unresponsive after Laserfiche 11 Upgrade

Forms
Updated January 2, 2024
asked on September 15, 2022 • Show version history

Last weekend we upgraded to Laserfiche 11. After another issue this forum help resolve we have another issue we are hoping to get some help with. We sent out an email with a link to a form to about 8K employees. Forms almost immediately crashed. Forms becomes unresponsive until Laserfiche Directory Server Service is restarted. With the volume of submissions we are receiving it needs to be restarted about ever 5-8 minutes. SQL, Forms, Directory Server, etc. resources are way below the thresholds. In the past we have sent out forms that require this level of participation but we were on Forms 10.4.

 

Description:
Error of type 'Laserfiche.LicenseManager.InvalidUsernamePasswordException' while trying to issue a token.  Laserfiche.LicenseManager.InvalidUsernamePasswordException: Exception of type 'Laserfiche.LicenseManager.InvalidUsernamePasswordException' was thrown.
   at Laserfiche.LicenseManager.LFSecurityTokenService.GetLaserficheUser(SessionTokenParameters parameters)
   at Laserfiche.LicenseManager.LFSecurityTokenService.GenerateSecurityToken(SessionTokenParameters tokenParams, Dictionary`2 claims)
   at Laserfiche.LicenseManager.LFSecurityTokenService.IssueToken(String body, Dictionary`2 paramBag)

 

 

leads to this:

 <EventData>
    <Data Name="Message">System.ServiceModel.FaultException`1[Laserfiche.LicenseManager.LMFault]: Timeout expired.  The timeout period elapsed prior to obtaining a connection from the pool.  This may have occurred because all pooled connections were in use and max pool size was reached. (Fault Detail is equal to Laserfiche.LicenseManager.LMFault).

 

Type:
System.ServiceModel.FaultException`1[Laserfiche.LicenseManager.LMFault]

 

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Answer

SELECTED ANSWER
replied on May 18, 2023 • Show version history

Hey Deivin! 

Thank you for reminding me. Yes it has been resolved. The issue was because of the number of sleeping connections to the LF Directory Server. The limit was set to 100. When you reset the service the connections would reset. However, within a few minutes we were right back at 100. After a few weeks our VAR got Laserfiche involved and they provided a hotfix that resolved the issue. 

In order to limit the number of outages we adjusted our workflow to send out emails in batches of a couple hundred. Once the hotfix was applied we saw the sleeping connections reach over 160 without issue. I hope this helps.

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Replies

replied on September 15, 2022

Can you open a support case for further investigation? And please provide the event logs for Forms and LFDS when the issue happened. 

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replied on September 16, 2022

Our VAR's direction from Laserfiche Support so far has been to reboot our servers and rebuild the indexes (which are already done daily).  This doesn't appear to have resolved the issue.

The issue occurs with both Forms and Web Client while attempting to sign in via LDFS.

We already provided all the logs to our VAR to provide to LF Support.

 

One of the only interesting data points we have been able to discover is that every time this happens we see on the SQL Server there are 100 sleeping connections.  This appears to possibly be related to the "max pool size was reached" error.  Our SQL server is set to allow unlimited connections though and is showing no resource issues.

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replied on September 16, 2022

One other datapoint to this case is that the SQL Server is showing no errors and no resource issues.  However, every time the Directory Server becomes unresponsive our DBA indicates to us he sees 100 sleeping connections to the SQL server from our LFDS Server.  Our SQL Server is set to allow unlimited connections.

The other correlated datapoint is this is happening during a time when we sent out a mass e-mail that required end users to sign in.  Typically they use windows authentication but I suspect many were doing it from a mobile device or off site.  In between the time the LFDS becomes unresponsive I can see in the event viewer somewhere between 75-90 username/password errors (users putting in the wrong username/password).

As the bad username/password errors died down the server stopped becoming unresponsive.

 

Theory: Bad username/password attempt from LFDS leaves a sleeping database connection and somewhere inside the LFDS configurations is a hard limit on the number of connections allowed per x amount of time?

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replied on May 18, 2023

Hi jonathan,

 

Did you manage to resolve this issue?  How?

 

I thank you in advance for your answer.

 

Regards,

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SELECTED ANSWER
replied on May 18, 2023 • Show version history

Hey Deivin! 

Thank you for reminding me. Yes it has been resolved. The issue was because of the number of sleeping connections to the LF Directory Server. The limit was set to 100. When you reset the service the connections would reset. However, within a few minutes we were right back at 100. After a few weeks our VAR got Laserfiche involved and they provided a hotfix that resolved the issue. 

In order to limit the number of outages we adjusted our workflow to send out emails in batches of a couple hundred. Once the hotfix was applied we saw the sleeping connections reach over 160 without issue. I hope this helps.

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replied on December 23, 2023 • Show version history

Hello Jonathan, Where I modify the value of 100, What do the people at Laserfiche recommend to you to solve this problem?

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replied on January 2, 2024

This issue was caused by a bug in Forms 11. The bug has been addressed as of Forms 11 Update 5. No modifications to the number of connections is necessary.

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