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T
23-Emerald IV
TomU23-Emerald IV
23-Emerald IV
September 11, 2017
Solved

Proactive Support Recommendation for Powered Off Server???

  • September 11, 2017
  • 3 replies
  • 5218 views

@PeterCase,

Not sure if this is your area or not, but I just received a proactive support recommendation (cache setting change) for a powered off server.  What's so odd is that the recommendation said this event first occurred on September 9, 2017 (two days ago) but the server was removed from production last March and has been completely powered off since June.  Are the recommendations not based on the actual performance of currently running systems?

    Best answer by Jean-Christophe

    Here is the explaination : About a week ago, we have detected that the Windchill cache recommendations engine was skipping some files, preventing the corresponding system to receive their recommendations. This issue has now been corrected and we are now processing the backlog of files that were ignored. To be on the safe side, we decided to process all received files and deliver the resulting recommendations.

     

    We expect that we will have reached the end of this backlog by the end of the week.

     

    If you keep receiving outdated Windchill cache recommendations after this, please let us know and we will look into it.

    3 replies

    Marco Tosin
    21-Topaz I
    Marco Tosin21-Topaz I
    21-Topaz I
    September 11, 2017

    The same thing happens to us.

    I think could be a mass recommendation send to all users about a cache under dimensioned.

     

     

    Marco
    J
    Jean-Christophe14-Alexandrite
    14-Alexandrite
    September 12, 2017

    Thank you for this information.

     

    On our systems, I could witness that three recommendations were sent to @Marco_Tosin recently, one of them for a server that last sent data on May 2017. I will send you a private message to confirm the system ID.

     

    @TomU, I will contact you in private to get more information on your situation.

    P
    PeterCaseCommunity Manager
    Community Manager
    September 12, 2017

    Hi Tom, we're looking into this. Could you please confirm that this is about recommendation ID R-0013199 ?

    I'm suspecting a mix-up in the mappings of server GUIDs, as powered off servers can't send events like this to trigger recommendations.

     

    T
    23-Emerald IV
    TomU23-Emerald IVAuthor
    23-Emerald IV
    September 12, 2017

    @PeterCase.  Yes.  I sent the same info to Jean-Christophe as well.  This server last sent data to PTC on 6/30/2017.  Thanks.

    J
    Jean-Christophe14-Alexandrite
    14-Alexandrite
    September 12, 2017

    Thank you both for the info.

     

    As you explained, @TomU, recommendations are supposesd to be sent on systems that are actively sending data, so what you witnessed is not what is expected. I have engaged with our infrastructure team to understand what happened.

     

    (Note that this has affected other customers as well)

    J
    Jean-Christophe14-AlexandriteAnswer
    14-Alexandrite
    September 13, 2017

    Here is the explaination : About a week ago, we have detected that the Windchill cache recommendations engine was skipping some files, preventing the corresponding system to receive their recommendations. This issue has now been corrected and we are now processing the backlog of files that were ignored. To be on the safe side, we decided to process all received files and deliver the resulting recommendations.

     

    We expect that we will have reached the end of this backlog by the end of the week.

     

    If you keep receiving outdated Windchill cache recommendations after this, please let us know and we will look into it.

      T
      23-Emerald IV
      TomU23-Emerald IVAuthor
      23-Emerald IV
      September 13, 2017

      That makes sense.  Must be quite the backlog!  Smiley Surprised

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