ORA - 12592 : Bad Packet Adobe Campaign V7

[aurélieSA1]

Hello,
We have a problem with the PROD Adobe campaign instance.
Here's the info:
7.4.1 build 9383

We have this oracle error: ORA-12592 TNS Bad packet

When this error occurs, all workflows freeze. This is not normal behavior.

Do you have any solutions ?

observation: random freeze
impact: campaigns blocked increasingly frequent server restarts > up to 5 times a day
investigation: visible on heatmap without precise identification possible / action on keep result but situation worsening
errors reported in logs:
2024-12-25 log ORA-210000 Oracle error: ORA-03113: end-of-file on communication channel\nProcess

2024-12-25 log ORA-210000 Oracle error: ORA-12552: TNS:operation was interrupted (iRc=-2006)

2024-12-26 log Starting workflow server (pid=126326, tid=126326)...

[Craig_Thonis]

Hi AurelieSA1, 

I would suggest looking for any patterns for these failures. Any specific times of day, involving high amounts of workflows, or long-running queries, etc. Both of these errors are fairly generic Oracle errors that basically indicate that the network connection between Campaign and Oracle was severed. The TNS error is slightly more descriptive and usually occurs during longer-running operations, such as imports and exports. Also, I would suggest looking at when this first started and examining your instance to see what changes may have been made during that time. In general, if Campaign has been stable in the past and this is a newer development (especially if it is worsening), then this would indicate a growing load on the application and not a bug or product issue.

You'll want to do a full performance review of both the application and DB servers (CPU, Memory, HDD space, core dumps, etc.) during the restarts and also set up some level of packet capture (Wireshark, Fiddler, etc.) to examine the traffic between the Campaign and DB server and verbose logging on the Web and WKFserver modules. Examining any long-running queries to ensure proper indexing is available is also a good idea.

Without seeing your instance firsthand, it would be difficult to advise further. If you need additional assistance, I would recommend reaching out to Campaign Support.

Regards,
Craig

[DorianFI]

Hi,

I'm a colleague of aurélieSA1 and I'm working on the same problem.

Thanks for your reply.

These errors occur for no reason.

The sql query that does not pass after error ORA-12552 was tested via sql plus with the same user and it passes.

In addition, a monitoring of Adobe campaign and Oracle database has been done: the connection is still running despite this message.

We have also monitored the servers and this is not a performance problem.

Any other ideas? Even the less intuitive ones are good to take!

Best regards,