Know which process locked a file

Due to ICON issue, I need to unlock .pq file and want to ensure that it is not locked by any other process. SysInternals tool (Process Explorer) is really helpful to find which processes are having lock on the file

• Download process explorer from Microsoft Site and run application
• Click 'Find' menu and choose 'Find Handle or DLL'
• Type the file name. In my case, it was icon_531.pq and click Search button
• Search results will show the process, process id and application path having handle on the file

Important Icon Alarms

I listed important ICON alarms below to be configured in every environment to reduce data loss for reporting application

Detect Event	Alarm Condition	Description
09-25005	ICON_DATABASE_QUEUE_ERROR	Database queue [ID]: database error received: status [errnum], description: [errtxt] [ID] Identifier of the database queue. One of the following values: CFG, GCC, GLS, GOS, or GUD. [errnum] The database error status number as reported by Database Server. [errtxt] The database error description as reported by Database Server Recommended Actions: The error may be triggered by internal conditions on your SQL Server, such as temporary unavailability or exhaustion of the disk space. Interaction Concentrator will try to resubmit failed transactions until SQL Server returns a positive response.
09-25012	ICON_PERSISTENT_QUEUE_ERROR	Persistent Queue operation error: [errtxt] [errtxt] Persistent queue error description. An error occurred during the operations with the persistent queue Recommended Actions: Interaction Concentrator will rename the database that caused an error and recreate a new one. The problem database file should be sent to Genesys Technical Support.
09-25131	ICON_CONFIG_SYNCH_REQUIRED	Configuration data inconsistency is detected; reason: [reason]. Waiting for customer command.... [reason] Specific details as to why data inconsistency is suspected. Indicates that Interaction Concentrator has detected a discrepancy between the configuration data in Interaction Database (IDB) and Configuration Database Recommended Actions: Use the Interaction Concentrator resynchronization functionality (in particular, the start-cfg-sync configuration option) to synchronize the configuration data in IDB with the data in Configuration Database.  Make sure the resynchronization process is complete before you run your ETL engine to extract data from IDB Cancel Event is 09-25017
09-25024	ICON_PRESERVE_ERROR	ICON cannot preserve or store the data: [errtxt] [errtxt] Specific details regarding the error Interaction Concentrator cannot preserve or store the data. There are many events that could cause ICON to generate this error, including operating systems errors, disk full, insufficient memory, system queue corruption, or internal software errors. Manual intervention is required Recommended Actions: Check for and correct any operating system errors. Check that your disk is not full. If either step does not resolve the problem, contact Genesys Technical Support for investigation of possible internal error
09-25025	ICON_STORAGE_THRESHOLD_REACHED	Persistent storage backlog threshold reached: [errtxt] [errtxt] Specific details regarding the backlog Using the pq-backlog-alarm-threshold configuration option, you have defined a threshold that ICON is to observe when it is unable to write records to IDB. If this event appears, this limit has been reached and ICON can no longer backlog records to memory. It is common for ICON to log this event following 09-25024 Recommended Actions: One of the configured backlog thresholds of persistent storage has been reached. Check that threshold parameter is properly set. Check the ICON and related T-Server logs for errors. Correct any problems that you discover. The amount of time it takes to clear the backlog depends on how much data from the abnormal condition must be flushed. Cancel Event is 09-25026

ICON Stopped writing to IDB

In our environment, ICON stopped writing interaction data to database and noticed following error in interaction server logs

Std 25024 ICON cannot preserve or store the data: '[SQLITE] Error

This can happen due to various reasons and listed different scenarios below

[SQLITE] Error [1], text [SQL logic error or missing database]

PQ file is locked by Microsoft index service or antivirus. Refer here to find process having a lock in the file

[SQLITE] Error [7], text [out of memory]  

Memory leak during processing userdata key-value pairs that were defined in call-custN section of adata_spec file. Fixed in 7.6.100.31 version.

[SQLITE] Error [1], text [table q_db_info2 already exists], q_db_info2 table can not be created  

During ICON startup, PQ file is locked by some application. Refer here to find process having a lock in the file

[SQLITE] Error [1], text [cannot start a transaction within a transaction] 

Option 'dss-no-data-tout' has too small value to allow ICON to start

[SQLITE] Error [1], text [Invalid db handle]: Limitation 

Genesys recommends that you only start re-synchronizing configuration data after Interaction Concentrator has completed its startup process. If Interaction Concentrator reports the above error, do the following to resolve the issue:

• Stop Interaction Concentrator.
• Delete the persistent queue (*.pq) file.
• Restart Interaction Concentrator.
• Interaction Concentrator should start and perform resynchronization automatically.

To minimize data loss due to this issue, you can set up alarm condition and alarm reaction in SCI for ICON as below

• Create alarm condition for Detect Event : 09-25024 for ICON
• For this alarm, assign alarm reaction "Restart the application that generated the alarm"

For list of other useful ICON alarms, refer here

Synchronize Configuration DB for ICON Datasource

 

This is interesting and saved hours for me.

During migration or upgrade of ICON components, as ICON application is not running, it will not be collecting configuration changes from the environment. So, once the installation is completed, we need to resync configuration database for accurate reporting.

Follow the below procedure to re-sync your Config IDB with configuration server

• Verify that the ICON application with the configuration option role=cfg is started.
• In Configuration Manager, set the start-cfg-sync option under callconentrator section from -1 to 0 in the Application Properties window of this ICON application.
• Click OK in the option properties window.
• Click Apply in the ICON Application Properties window to enable this setting.
• Change the option value to 1.
• Click OK in the option properties window.
• Click Apply in the ICON Application Properties window to enable this new setting.

Verify Status from log and Database

When ICON retrieves from Configuration Server all the data necessary for resynchronization, ICON generates the following Standard-level log event:

09-25017 Configuration objects are reloaded in IDB

Run the following query against your configuration IDB

   1: select eventid from G_SYNC_CONTROL where providertag = 5

If the above statement returns no records or eventID = 0, the resynchronization is still in progress.

If the above statement returns a non-zero value of eventID, the resynchronization is completed, and it is safe to run your GIM process