This page will record any unique incidents, issues and/or fixes required when the MDM subsystem fails.
Important :
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”, but auto updates every 80 days. This is controlled by the MDM - MAILBOX PASSWORD MAX AGE value on the General properties table
Indications that the Process is down
After 15-20 minutes, the process start date fails to populate and attempt numbers stay at zero
2. Failure emails are sent from
TC.DoNotReplyNAC-NepasrepondreCNA.TC@tc.gc.ca to TC.AAIR-RAINA.TC@tc.gc.ca
The failure reason pertains to , SSL Certificates, AutoDiscovery or MDM InboxPassword
Details of Causes
“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. When this occurs, Log an Orion ticket stating that the CAWIS-MDM is a “mission critical” application. Its also good practice to make mention of the error and ticket number on the IT Information Portal channel on Teams to help ensure the ticket gets attention in a timely manner
An Auto-discovery (CAWIS looking for address of exchange server) incident also occurred in Dec 2021, but somehow self corrected without notifying SSC or Service Desk - reason unknown
2. PASSWORD or Authentication errors
See
Password Expiring
e-mail notifications regarding expiration of the AAIR inbox password
Pbi# 202037 fixed by Orion Ticket #INC33024 (September 2022)
per the note on Edit - CAWIS MDM - SWIMN MDC - BSD - Civil Aviation - Confluence (atlassian.net),
I could not retrieve INC33024 in Orion by searching for either 33024 or INC33024. Service Desk has advised that this is because only BMC Administrators can access the INC items.
ORION Ticket #125250 (January 2023):
Having established that the issue is not related to SSL Certificates or AutoDiscovery check for PASSWORD or authentication errors.
Refer to https://tcmarin.atlassian.net/wiki/spaces/CA/pages/1879802073
The properties of the table TR47, go to CAWIS MAIN MENU - Code table Admin - General Properties
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 / 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. Process 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) This is called a deadlock-prevention timer
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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