Rendering Failures and High CPU Usage in OnBase EP3

[Jason_Topaloglu]

Hello all,

We are currently in the process of upgrading from OnBase 18 SP1 to EP3. As we progress we started encountering issues we have never faced before. Following the upgrade, web and unity clients would not render TIF images. We realized that we were getting the application errors below and we could only view the images after unchecking "UseIsolatedImageProcess" setting under application server settings (web.config).

However, it looks like we are having severe performance issues even with only a couple of test users viewing documents. Has anybody experienced similar issues before? Any recommendation about what could be the culprit? Thank you.

.NET Error

Application: Hyland.Rendering.ImageService.exeFramework Version: v4.0.30319Description: The process was terminated due to an unhandled exception.Exception Info: System.NullReferenceException   at Hyland.Rendering.ImageService.Program.Main(System.String[])

Application Error

Faulting application name: Hyland.Rendering.ImageService.exe, version: 20.3.12.1000, time stamp: 0x5f7de749Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000Exception code: 0xc0000005Fault offset: 0x00ff26a6Faulting process id: 0x164cFaulting application start time: 0x01d766a2cacd52feFaulting application path: E:\inetpub\wwwroot\AppServer\bin\Hyland.Rendering.ImageService.exeFaulting module path: unknownReport Id: 187fa01d-ce94-4ea2-b0f7-235f46155571Faulting package full name:Faulting package-relative application ID:

CPU Usage During Viewing a Single Document (20 seconds)

CPU Usage During Viewing Properties on a Single Document (30 seconds)

Sincerely,

Jason.

[Jason_Topaloglu]

For context:

• This is a test environment with no user workload.
• Both web server and app server are located on the same machine using local loop to communicate.
• Database: Oracle 18c in a dedicated Linux box.
• Encrypted TIFF files are stored on a NAS cluster with 10+ Gigabit connection.
• If UseIsolatedImageProcess is set to True then Hyland Rendering Image Service fails every 5 seconds and neither web or unity client can view any document. User interface lags and hangs for minutes before failure.

[Ken_Piper]

Following - we're preparing this upgrade for July '21. Thanks!

Update - question - are you using DDS to connect to the NAS, or are the files being encrypted/decrypted in some other fashion? Maybe it's the encryption?

You could also check (especially if you bumped the database server's RAM post install) if the Oracle database is using all the RAM (command line update to Oracle may be necessary to access additional RAM).

[Jason_Topaloglu]

That's what we thought at first as well, however we were able to view some files (sometimes) which means it's not the encryption/decryption process. We are using DDS but application server only uses DDS when it fails to connect via UNC. Tracing level diagnostic logs showed that file could be downloaded by the app server without any issues. I don't think I can comment on database details, we have a on-staff Oracle engineer.

[Nick_McElheny]

We saw similar issues when testing out 20.3.12.1000.  Hyland ended up pulling that build about a week after they posted it and reverted back to 20.3.11.1000 at the time on their Software Downloads page.  The current build is now up to 20.3.33.1000 - this is the version we are running and we aren't seeing any issues with viewing TIFF documents.  I think that this problem was isolated to 20.3.12.  

Thanks,

Nick