RH

Hello,

So yesterday all of a sudden the ARIS Architect and Designer froze and crashed on all clients sequentially. Then when we tried to reopen it again all databases were found deleted. We tried again to close and reopen the designer, we couldn't open it. Whenever we enter username and password we get an error message " Unable to access aris server. Connection error eg. port might be in use".

We checked the connections but nothing changed same error. We even shut this machine holding the client and reopened an old machine to check for backup databases; same error can't access ARIS Server.

Quick help is needed please.

Many Thanks.

 

 

by Runé Becker
Badge for 'Mastermind' achievement
Posted on Thu, 08/16/2018 - 14:33

Dear "User 1234",

Are you running your ARIS on a Windows machine? If so, please make sure that you have installed the latest Windows patches.

We are aware that between mid and end of July, Microsoft released a faulty Windows patch which caused not only ARIS but many others programs to fail. The negative impact was that ports which were released by programs were no more offered by Windows. By end of July those issues disappeared by the latest Windows update.

But it could also another issue in your case. Therefore, I always recommend to open a support ticket for technical issues, as we can't resolve them here in the forums.

And don't be afraid about deleted databases, it might turn out that they are just temporarily inaccessible due to a license issue. But that can be resolved only via a support ticket where you are requested to provide log files collected on your ARIS installation.

Cheers

Rune

0
by Rania Hussein Author
Posted on Thu, 08/16/2018 - 14:58

In reply to by rbe

We are running our ARIS on windows server 2012.

If you're saying the problem is with the ports, what is your recommendation in such case ? or how can we configure our ARIS to be adjustable to the windows one more time ?

Many thanks..

0
by Rania Hussein Author
Posted on Thu, 08/16/2018 - 15:01

We are running our ARIS on windows server 2012.

If you're saying the problem is with the ports, what is your recommendation in such case ? or how can we configure our ARIS to be adjustable to the windows one more time ?

Many thanks..

0
by Runé Becker
Badge for 'Mastermind' achievement
Posted on Thu, 08/16/2018 - 16:11

In reply to by Raniahusseinali

The issue I outlined was caused by Windows. Even MS SQL Server was malfunctioning. There was nothing you could do in ARIS to resolve that. After applying the newest Windows patches the issue disappeared and ARIS ran properly without any change.

However, if that is the case for your ARIS computer, you 'd better check via support ticket.

Cheers

Rune

0
by M. Zschuckelt
Posted on Thu, 08/16/2018 - 15:43

Hello User 1234,

as Rune pointed out, this is just one far fetched possibility what could have happened in your case. You will only know, when you opened a support ticket and let Software AG Support analyze the log files. Probably there are hundreds of more possibilities what could have happened to your environment.

I would consider such an event as you described it as "catastrophic" with an entire production environment at a standstill. So be sure that our support will work with due urgency to help you solve the problem. A forum like this one will not be able to help you in this case. Good luck.

M. Zschuckelt

0
by Rania Hussein Author
Posted on Thu, 08/16/2018 - 16:22

Seems like opening a ticket is the ultimate solution.

Many Thanks to youuu.

0

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