When attempting to start the Unified Self Service (USS) service, it shows that is started but after a while it fails and the application is never available

Document ID:  TEC1695122
Last Modified Date:  07/12/2017
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Products

  • CA Service Desk Manager

Releases

  • CA Service Desk Manager:Release:14.1
  • CA Service Desk Manager:Release:17.0

Components

  • CA UNIFIED SELF-SERVICE FOR SERVICE MGMT:US4SM
Issue:

When attempting to start the USS service, it shows that is started but after a while it fails and the application is never available, the wrapper-tomcat.log file will show an error as follows:

WrapperStartStopApp Error: Encountered an error running start main: java.lang.OutOfMemoryError: PermGen space
The JVM has run out of memory.  Restarting JVM.

Cause:

The wrapper.conf file has a missing value 'wrapper.java.additional.7=-XX:MaxPermSize=512m', the tomcat default value (64 bit) is not enough for the application to ran properly and therefore it throws the error message as it runs out of memory, By default the wrapper.conf file has the parameter 'wrapper.java.additional.7=-XX:MaxPermSize=512m' added, with it the application should ran without inconvenience.

Resolution:

1. In the USS server locate the file wrapper.conf under

..\Program Files\CA\Self Service\OSOP\tomcat-7.0.40\bin

2. Take a backup of the file and add the line

     wrapper.java.additional.7=-XX:MaxPermSize=512m

     at # Java Additional Parameters between

     ...

     wrapper.java.additional.6=-XX:MaxNewSize=700m

     wrapper.java.additional.8=-XX:+UseParNewGC

3. Then restart the service

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