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    Jared
    3PQ Chat Server is intermittently not seeing incoming chatsAnswered
    Topic posted June 28, 2013 by Jared Gold Medal: 3,500+ Points 
    176 Views, 5 Comments
    Title:
    3PQ Chat Server is intermittently not seeing incoming chats
    Content:

    I've seen this on rare occasions intermittently, but yesterday it happened repeatedly for long enough to catch it. I was able to submit chats, using the same configuration which was successfully working only a few minutes before, which 3PQ Chat Server could not see.

    I could see the chats appearing in chats_rt table using a report, but they never triggered a RNChatQueuedMessage. I waited 8 minutes one time to be sure, since sometimes chats appear after a minute or so, and the chat was never seen in the event stream.

    Here are a couple of items where this happened:

    Server: https://bcvipdo02.rightnowtech.com/Chat-WS/services/wschatuq?pool=272:2

    ChatIds: 479, 480

    Please advise what we can do to research/resolve this issue when it comes up.

    Thanks,

    -Jared

     

    Best Comment

    jeff eigeman

    Jared - one other thing to verfiy:  The sequence numbers returned to your client should truly be sequential (i.e. there should be no gaps in the numbering).  I'd suggest logging the messages returned to your system in the RetrieveMessages call.  You will then be able to check for gaps in the numbering, which could indicate that some messages were being returned to one of your 3PQ servers while the others were being returned to your HA server, thereby causing messages to be "skipped".

     

    Jeff

    Comment

     

    • Brian Haskins

      Hi Jared,

      I'm not completely sure what may be happening here but here are a couple of thoughts/suggestions.

      When sending a RetrieveMessage request are you sending the optional argument StartingSequenceNumber? If so it is recommended that you do not send that and allow the chat server to set the sequence number.

      Are you by chance running 2 3PQ servers on a site? If so this also might be causing some problems.

      If you could give me a little more info as to how you your 3PQs are configured I can try and track down what the problem may be.

      thanks,

      tudley

    • Jared

      Hi Tudley,

      No, we are not sending the StartingSequenceNumber.

      Yes, for High Availability purposes we have two 3PQ servers on a site. If one server fails, the other will begin processing the items.

      The connections are pretty vanilla; we login, and request messages, looping as recommended whenever the message returns.

      Thanks,

      -Jared

    • Brian Haskins

      Hi Jared,

       

      Thanks for the info and we are sure your problem is related to running multiple 3PQ servers. On the chat server we specifically maintain one Client Session ID for the 3PQ so by running 2 servers there is a timing issue where one of the servers may be picking up messages that were intended for the other so they can get out of sync and not handle messages properly.

      Our reccomendation is to only run one server. This should elimate the intermittent problem you have been seeing.

      thanks,

      tudley

    • jeff eigeman

      Jared - one other thing to verfiy:  The sequence numbers returned to your client should truly be sequential (i.e. there should be no gaps in the numbering).  I'd suggest logging the messages returned to your system in the RetrieveMessages call.  You will then be able to check for gaps in the numbering, which could indicate that some messages were being returned to one of your 3PQ servers while the others were being returned to your HA server, thereby causing messages to be "skipped".

       

      Jeff

    • Jared

      Hi Jeff,

      This is good information to know. We're changing the way we do High Availability so that the 2nd server even doesn't log in until the 1st server fails. It's not as good as true hot standby, but there is enough complexity around sequence numbers that we're not eager to implement it. I have submitted an Idea Lab item about the ability to have 2 servers connected simultaneously. http://communities.rightnow.com/posts/87c9c9e6c0

      Thank you.

      -Jared