GAD not connecting to backup configuration server

Voice & Telephony
1

Hello,

I am wondering why GAD (764) did not connect to the backup configuration server (when primary failed).
The application is connected to confserv, sipserver, messageserver and statserver.
There is no connection protocol, remote or local timeouts defined - is this why?

In our scenario, the primary configuration server host failed, confserv failed over to its backup.
When users tried to login using GAD, they received message ‘..configuration server is down..’.
At this point confserv_backup is running in primary mode (confserv is backup as host has restarted).

In GAD deployment guide there is a text indicating how configuration server backup could be used:
Configuring Genesys Desktop Using the Configuration File
The Genesys Desktop configuration file is a well-commented XML file that is
located at: /webapps/gdesktop/WEB-INF/web.xml.
The installation script automatically fills in some of the values for the
elements, using data that you entered when you installed Genesys Desktop.
Note: Genesys Desktop uses the backup Configuration Server only when
starting up, not while it is running.

Do I need to define backup config server in web.xml?
I am assuming in this situation agents should have been able to use GAD if the setup was correct, or better?

thanks.

2

Logs…

3

GAD logs have following:

[i]09 12 06:57:32:488 [ Selector#0] WARN .mux.SelectorManager IO failure for connection 'tcp://hosgen01:2020[Opening]/4
java.net.ConnectException: Connection timed out: no further information.

09 12 06:57:32:488 [nesyslab.PCT.invoker] DEBUG Ail.Cfgsdk.Driver Channel closed com.genesyslab.platform.commons.protocol.ChannelClosedEvent[source=com.genesyslab.platform.configuration.protocol.ConfServerProtocol@46a55e@{gad02 - tcp://hosgen01:2020}]; cause: java.net.ConnectException: Connection timed out: no further information; prev.state: Opening
09 12 06:57:32:504 [ Outer] DEBUG Ail.Lagaffe @@ Lagaffe.Deployer.Outer.CfgsdkDriver → Lagaffe.Deployer.Inner.CfgsdkComponent.ConnectionStateMachine-28338721 : CfgsdkEventError
Description com.genesyslab.platform.commons.protocol.ProtocolException: Error opening connection

09 12 06:58:32:520 [ Inner] DEBUG Ail.QPE.Outer Schedule CfgsdkRequestConnect (18638309) into Outer
09 12 06:58:32:520 [ Inner] DEBUG Ail.QPE.Inner Finished TimerEventTimeout (8560324) (Processing time: 0 ms)
09 12 06:58:32:520 [ Inner] DEBUG Ail.QPE.Inner Starting FrameworkEventServiceStatus (25515813) (Time in queue: 0 ms)
09 12 06:58:32:520 [ Inner] DEBUG Ail.AilFactory Notifying Config confserv is Off
09 12 06:58:32:520 [ Inner] DEBUG Ail.ListenerExecutor AilServices: Notifies event Config confserv is Off for one listener.
09 12 06:58:32:520 [ Inner] DEBUG Ail.QPE.Publisher Schedule (23450969) into Publisher
09 12 06:58:32:520 [ Inner] DEBUG Ail.AilFactory Notifying Config confserv is Off
09 12 06:58:32:520 [ Inner] DEBUG Ail.ListenerExecutor AilServices: Notifies event Config confserv is Off for one listener.
09 12 06:58:32:520 [ Inner] DEBUG Ail.QPE.Publisher Schedule (10090762) into Publisher
09 12 06:58:32:520 [ Inner] DEBUG Ail.AilFactory Notifying Config confserv is Off
09 12 06:58:32:520 [ Inner] DEBUG Ail.ListenerExecutor AilServices: Notifies event Config confserv is Off for one listener.
09 12 06:58:32:520 [ Publisher] DEBUG Ail.QPE.Publisher Starting (23450969) (Time in queue: 0 ms)
09 12 06:58:32:520 [ Inner] DEBUG Ail.QPE.Publisher Schedule (11344250) into Publisher
09 12 06:58:32:520 [ Outer] DEBUG Ail.QPE.Outer Starting CfgsdkRequestConnect (18638309) (Time in queue: 0 ms)
09 12 06:58:32:520 [ Publisher] DEBUG Ail.QPE.Publisher Finished (23450969) (Processing time: 0 ms)
09 12 06:58:32:536 [ Inner] DEBUG Ail.AilFactory Notifying Config confserv is Off
09 12 06:58:32:536 [ Publisher] DEBUG Ail.QPE.Publisher Starting (10090762) (Time in queue: 16 ms)
09 12 06:58:32:536 [ Inner] DEBUG Ail.ListenerExecutor AilServices: Notifies event Config confserv is Off for one listener.
09 12 06:58:32:536 [ Inner] DEBUG Ail.QPE.Publisher Schedule (3729592) into Publisher
09 12 06:58:32:536 [ Inner] DEBUG Ail.AilFactory Notifying Config confserv is Off
09 12 06:58:32:536 [ Inner] DEBUG Ail.ListenerExecutor AilServices: Notifies event Config confserv is Off for one listener.
09 12 06:58:32:536 [ Inner] DEBUG Ail.QPE.Publisher Schedule (3582725) into Publisher
09 12 06:58:32:536 [ Inner] DEBUG Ail.QPE.Inner Finished FrameworkEventServiceStatus (25515813) (Processing time: 16 ms)
09 12 06:58:32:536 [ Publisher] DEBUG Ail.QPE.Publisher Finished (10090762) (Processing time: 0 ms)
09 12 06:58:32:536 [ Publisher] DEBUG Ail.QPE.Publisher Starting (11344250) (Time in queue: 16 ms)
09 12 06:58:32:536 [ Publisher] WARN GD.ServiceStatus ************* SERVICE Type:Config Name:confserv Status Off *************
09 12 06:58:32:536 [ Publisher] DEBUG Ail.QPE.Publisher Finished (11344250) (Processing time: 0 ms)
09 12 06:58:32:536 [ Publisher] DEBUG Ail.QPE.Publisher Starting (3729592) (Time in queue: 0 ms)
09 12 06:58:32:536 [ Publisher] DEBUG Ail.QPE.Publisher Finished (3729592) (Processing time: 0 ms)
09 12 06:58:32:536 [ Publisher] DEBUG Ail.QPE.Publisher Starting (3582725) (Time in queue: 0 ms)
09 12 06:58:32:536 [ Publisher] DEBUG Ail.QPE.Publisher Finished (3582725) (Processing time: 0 ms)
09 12 06:58:40:942 [ QPExecutorTimer] WARN Ail.QPE.Outer Queue [Outer] is stuck while executing task CfgsdkRequestConnect (18638309)
09 12 06:58:42:895 [ Timer-5] DEBUG SD.Resource Reminder ResourceReminder-------------***************
09 12 06:58:45:942 [ QPExecutorTimer] WARN Ail.QPE.Outer Queue [Outer] is stuck while executing task CfgsdkRequestConnect (18638309)
09 12 06:58:50:942 [ QPExecutorTimer] WARN Ail.QPE.Outer Queue [Outer] is stuck while executing task CfgsdkRequestConnect (18638309)
09 12 06:58:53:474 [ Selector#0] WARN .mux.SelectorManager IO failure for connection 'tcp://hosgen01:2020[Opening]/5[/i]

Doesn’t make any attempt to connect with backup configuration server (confserv_backup - hosgen02).

thanks.

4

think I have found the solution..

[i]Problem Description After Config Server switchover Genesys Desktop is unable to connect to backup Config Server which has changed its mode to primary.

Environment

Impact on Environment

Troubleshooting Techniques

Root Cause Misconfiguration in genesys Desktop Tomcat’s web.xml file -

configServerHostBackup
configServerPortBackup
parameter values are not configured

Solution Set correct values of
configServerHostBackup
configServerPortBackup
in genesys Desktop’s web.xml located in /webapps/gdesktop/web-inf forlder.[/i]

5

yes, you need manually define your config servers in xml file.