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Support Article

PegaWORKS stopped responding to users

SA-4426

Summary



The PegaWORKS application stopped responding at 8:32 AM CT 8/27/14

As the issue occurred the users were unable to login. They received a network error pop-up with message "Connection refused by remote application." It appeared as if Pega had locked up. The logs related to the issue are as below:

TTZ3WPZ3 80024 08:32:20.307 YERSYEV ====> SYSTEM EVENT ADDED AT: 27-AUG-14 08:32:20 FOR CONTEXT PEGASYS
TTZ3WPZ3 80024 08:32:20.307 YERSYEV SEVERE/YERSLOG
TTZ3WPZ3 80024 08:32:20.307 YERSYEV >>>> ABEND AEXZ TRAPPED IN SYSTEM:
TTZ3WPZ3 80024 08:32:20.307 YERSYEV ==> PL/I CONDITION CODE: 9050
TTZ3WPZ3 80024 08:32:20.307 YERSYEV CICS TASK NUMBER 0080024
TTZ3WPZ3 80024 08:32:20.307 YERSYEV FURTHER INFORMATION MAY BE AVAILABLE IN THE CPLI QUEUE
TTZ3WPZ3 80024 08:32:20.307 YERSYEV 08:32:20.304 REQUESTED TRACEBACK FOLLOWS
TTZ3WPZ3 80024 08:32:20.307 YERSYEV PROCEDURE OFFSET (HEX) ENTRY ADDRESS
TTZ3WPZ3 80024 08:32:20.307 YERSYEV YERTBCX 0000039C 313A1160
TTZ3WPZ3 80024 08:32:20.307 YERSYEV YERSLOG 0000023E 313A5A50
TTZ3WPZ3 80024 08:32:20.307 YERSYEV ON UNIT 000001CE 3134F104
TTZ3WPZ3 80024 08:32:20.307 YERSYEV START_CONNEC 000004A2 30C6A6AC
TTZ3WPZ3 80024 08:32:20.307 YERSYEV RECEIVE_MESS 00001588 30C62F4C
TTZ3WPZ3 80024 08:32:20.307 YERSYEV YPDSHEL 00000AA6 30C5977C
TTZ3WPZ3 80024 08:32:20.307 YERSYEV ZPDDBCN 000005EC 3134E5B8
TTZ3WPZ3 80024 08:32:20.307 YERSYEV YCXONPT 00000198 30C4B5C8
TTZ3WPZ3 80024 08:32:20.307 YERSYEV ZISCMGR 000000F2 30C59670
TTZ3WPZ3 80024 08:32:20.323 YERABRT ZPDDBCN : AN ERROR HAS OCCURRED. PLEASE CHECK SYSTEM EVENTS.
TTZ3WPZ3 80024 08:32:20.324 YERSDMP >>>> ERROR TRAPPED IN SYSTEM:
TTZ3WPZ3 80024 08:32:20.324 YERSDMP ==> DISPLAYING STATUS MESSAGES (SYSTEM EVENTS, ABORTS) LOGGED SINC
TTZ3WPZ3 80024 08:32:20.324 YERSDMP PLEASE NOTE TIME STAMPS
TTZ3WPZ3 80024 08:32:20.324 YERSDMP 08:32:20.323 YERABRT ABORT MESSAGE.

All users were blocked from accessing PEGA application in the production CICS region.

Any user that was logged in, was also 'kicked out'.

There were no reports that we got of users having problems before 8:30.

Error Messages



"TCP CONNECT error - Connection refused by remote application." 


Steps to Reproduce



Unknown


Root Cause



The root cause of this problem is in a third-party product integrated with PRPC. IBM bug identified in CICS 5.1. Please look up IBM defect ID "PI25180". This is a defect entitled: "ABEND AEXZ ISSUED BY DFHESN INVALIDLY"



Resolution



Customer applied IBM fix to solve this problem. 
Suggest Edit

Published January 31, 2016 - Updated October 8, 2020

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