This page will record any incidents and/or fixes required when the MDM subsystem fails.
Important Notes :
when testing the Acceptance region, the MDM will be unavailable in Production and vice/versa
the MDM does not work well with multiple users doing simultaneous distributions
the MDM mailbox password is set to “never expire”
“Auto Discovery” and/or “SSL Certificate failure”
related PBI’s
137134 fixed by SMGS Ticket #IM360871 (October 2021)
202037 fixed by Orion Ticket #INC33024 (September 2022)
The MDM will not send out emails and the generic AAIR inbox begins receiving error emails (shown below)
This is a known recurrent error. In short, the IT group needs to make an update the exchange server. Log a high-priority Orion ticket stating that the CAWIS-MDM is a “mission critical” application, when this happens.
This incident also occurred in Dec 2021, but somehow self corrected without notifying SSC or Service Desk
2. PASSWORD or Authentication errors
Review the checklist at :
https://tcmarin.atlassian.net/wiki/spaces/CA/pages/1879802073
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.
A symptom of this would be that the MDM refuses to process a “specific” AD, but allows processing of others.
This issue was addressed in TFS Bug 13919
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
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.
(see SMGS TICKETS IM325231, IM307333 Solution - Resolution Code:Access Control U Had to reset and unlock the mailbox account for user ID DNRENAC)
(National Aircraft Certification – Distribution TC.CAWIS-SWIMN-DISTRIB-PROD.TC@TC.GC.CA)
5. CAWIS MDM OFFLINE/LOCKED
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) Afterward the processing thread kills the process and begins the distribution fresh
So this type of incident is self correcting. However if the process does not begin after 2hrs, then we need to investigate other reasons.
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