Error messages and problem solving

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You might encounter some problems at run time. Use this information to resolve some of these common runtime problems.

Runtime problems and corrective actions are described in the following table.

Table 1. Runtime problems
Problem Corrective Action

Reconciliation does not return all ServiceNow accounts. Reconciliation is successful but some accounts are missing.

 For the adapter to reconcile many accounts successfully, you might need to increase the WebSphere JVM memory. The complete the following steps on the WebSphere host computer:
Note: Do not increase the JVM memory to a value higher than the system memory.
  1. Log in to the administrative console.
  2. Expand Servers in the left menu and select Application Servers.
  3. A table displays the names of known application servers on your system. Click the link for your primary application server.
  4. Select Process Definition from the Configuration tab.
  5. Select the Java Virtual Machine property.
  6. Enter a new value for the Maximum Heap Size. The default value is 256 MB.

If the allocated JVM memory is not large enough, an attempt to reconcile many accounts with the adapter results in log file errors. The reconciliation process fails.

The adapter log files contain entries that state ErmPduAddEntry failed. The WebSphere_install_dir/logs/itim.log file contains java.lang.OutOfMemoryError exceptions.

Reconciliation API throws error "Transaction cancelled: maximum execution time exceeded. "This error comes when execution time exceeded.

By default on instance maximum time duration is 60 sec. whenever any API takes tore than 60 seconds, it throws "error":{"message":"Transaction cancelled: maximum execution time exceeded","detail":"Transaction cancelled: maximum execution time exceeded".

Check logs for error trace or enable glide.rest.debug property to verify REST request processing"}.

You can increase this execution time on instance, Navigate to System Definition > Transaction Quota Rules . Then search for the name with REST Table API request timeout. Change the maximum duration field's value.