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This page will record any unique incidents, issues and/or fixes required when the MDM subsystem fails.

Important :

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1. After 15-20 minutes, the process start date fails to populate , and attempt numbers numbers stay at zero

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2. Failure emails sent from

TC.DoNotReplyNAC-NepasrepondreCNA.TC@tc.gc.ca   to   TC.AAIR-RAINA.TC@tc.gc.ca

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CAUSES

1. “Auto Discovery” and/or “SSL Certificate failure”

see PBI# 137134 fixed by SMGS Ticket #IM360871 (October 2021)

• The MDM will not send out emails and the generic AAIR inbox begins receiving error emails (shown above)

• This is a known recurrent error. Shared Services (SSC) needs to make an update on their end. Log a high-priority Orion ticket stating that the CAWIS-MDM is a “mission critical” application, when this happens.

• An Auto-discovery incident also occurred in Dec 2021, but somehow self corrected without notifying SSC or Service Desk - reason unknown

2. PASSWORD or Authentication errors

See Pbi# 202037 fixed by Orion Ticket #INC33024 (September 2022)

Having established that the issue is not related to SSL Certificates or AutoDiscovery

• Review the checklist at :

https://tcmarin.atlassian.net/wiki/spaces/CA/pages/1879802073

1. Check the log at \\ncrws548\scripts\CivAv\CAWIS-MDM\.
   Note: The log files are automatically rotated when they hit a certain size. You may need to look in the “logs” folder if the problem happened a while ago.

   1. If there’s no logs being generated => the task isn’t running :

      1. Contact the group responsible for the server for diagnostic or server restart.

   2. If the process seems to be looping the same messages => One of the threads is stuck:

      1. You can wait for the deadlock-prevention timer (2hr) to kick in.

      2. OR contact the group responsible for the server to kill the task.

   3. If there’s a message like “Application is disabled due to database configuration.“

      1. In the TR47 table in the CAWIS database, set the configuration called “MDM - APPLICATION ENABLE” to “true”.

   4. If there’s a message like “exchange server is unreachable.“ => The email account might be locked.

      1. Open a command prompt and type “net user DNRENAC /domain“. In the response, you should get something like below:

         Image Added

         If the line “Account active” says “Locked” or “No”, contact the Service Desk for them to reactivate the account.

• The MDM inbox is called DNRENAC. The password is auto updated every 80 days, by the MDM process on the script server at \ncrws548\scripts\CivAv\CAWIS-MDM The log files in the “log” “Log” directory will tell you exactly when the process began failing

• The “password refresh password process also updates ” updates password, the encryption key and the MDM - MAILBOX PASSWORD LAST CHECK DATE. If this date differs from the Password last modify date on TR47_CAWIS_GENERAL_PROPERTIES , it may indicate that the password was altered outside of the MDM process.In this event.

• However, TC IM/IT can update also allocate the mailbox password.

• Enter the unencrypted password into the MDM - MAILBOX PASSWORD in CAWIS general properties

• Null out the encryption value at MDM - MAILBOX PASSWORD SECRET. This needs to be done on the backend. Note : most fields (with the exception of “password” ) will be UPPERCASED when saved on the TR47 interface page. This would nullify any benefits of backup up the old encrypted password.

• (Previous Store the previous password and encrytion encryption value are stored at MDM BACKUP - LAST KNOWN PASSWORD ,MDM BACKUP - LAST SECRET ENCRYPTION )

• – backup the old info

• UPDATE TR47_CAWIS_GENERAL_PROPS A SET A.PROPERTY_VALUE =
  (SELECT PROPERTY_VALUE FROM TR47_CAWIS_GENERAL_PROPS B
  WHERE B.PROPERTY_NAME = 'MDM - MAILBOX PASSWORD' )
  WHERE PROPERTY_NAME = 'MDM BACKUP - LAST KNOWN PASSWORD';

  UPDATE TR47_CAWIS_GENERAL_PROPS SET PROPERTY_VALUE =
  (SELECT PROPERTY_VALUE FROM TR47_CAWIS_GENERAL_PROPS B
  WHERE B.PROPERTY_NAME = 'MDM - MAILBOX PASSWORD SECRET' )
  WHERE PROPERTY_NAME = 'MDM BACKUP - LAST SECRET ENCRYPTION';

• – null out the encryption key

  UPDATE TR47_CAWIS_GENERAL_PROPS SET PROPERTY_NAME = NULL
  WHERE PROPERTY_NAME = 'MDM - MAILBOX PASSWORD SECRET';

• Change this value MDM - MAILBOX PASSWORD LAST CHECK DATE to SYSDATE + 2

• The Any backlog of distribution jobs may take 15-20 minutes to begin executing afterward

• The MDM inbox password will auto-update normally by way of the MDM process a day or so afterward. A new encrypted password and encryption key will then appear on the General properties table.

3. Hidden ASCII characters in an Airworthiness Directive (AD) subject

Very often the CAW Inspectors will simply copy and paste the subject from the AD document into the data entry page when processing a new AD.

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However, if it should reoccur for any reason, simply copy the English and French AD subjects into notepad, remove any strange looking characters, then paste those subject lines back into the page and resave .

4. MDM Email box disabled - or - password expired / locked

Again this can only be fixed via an Orion ticket. The MDM password is in the the General properties table under the CAWIS code maintenance menu , if required. The Inbox being locked is likely a side effect of an invalid password on TR47

(see SMGS TICKETS IM325231, IM307333 Solution - Resolution Code: Access Control U Had to reset and unlock the mailbox account for user ID DNRENAC)

DNRENAC = (National Aircraft Certification – Distribution TC.CAWIS-SWIMN-DISTRIB-PROD.TC@TC.GC.CA)

5. CAWIS MDM OFFLINE/LOCKED Process locked

PBI-116682

Distribution fails to Launch.

MDM runs 2 separate threads to send and process. The Sending thread exits without notifying the processing thread. The processing thread runs until hitting a “deadlock” counter (240 runs, approx 30 seconds = 2hrs) This is called a deadlock-prevention timer

Afterward the processing thread kills the process and begins the distribution fresh

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