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Support Article

Pega agent is getting hung and failed to do its job

SA-2825

Summary



Various threads are not doing their (various) intended jobs. The agents are not going down completely and they are unable to stop/interrupt them from System Management Console (attempts to do this will have no impact).

Error Messages



N/a


Steps to Reproduce



N/A


Root Cause



The root cause of this problem is in a third-party product integrated with PRPC. Inspection of thread dumps show that the agent threads were stuck within the Rule-Utility-Function SendEmailMessage - specifically in the portion of that RUF that attempts to establish a connection to the smtp email server.  Within the javamail API, the smtp.connect() method has an unlimited default timeout value, so when this connect attempt hangs (for unknown reasons) - the thread will wait forever (and it is NOT in a state where it can be stopped or interrupted - this is a non-blocking operation).



Resolution



This issue is resolved by hotfix item HFix-7384 - which introduces a change to the Rule-Utiliyt-Function SendEmailMessage which will put a more reasonable timeout (default to 60 seconds, configurable by a System Setting).  With the hotfix applied, if the communicaiton with the email server hangs, the prpc thread will time out (and throw an exception) - with the expectation that the communication problem is sporadic and will succeed with the next retry of the same agent queue.
Suggest Edit

Published January 31, 2016 - Updated October 8, 2020

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