Date | |
Authors | |
Status | |
Summary | Bulk upload page is continually refreshing and showing “the server took too long to respond“. |
Impact | Users can not use Bulk upload as usual. Sometimes when bulk upload service is up for a short period of time, users are able to upload the file. Once the service is restarting, it can miss the response from other services and the file is stalled in progress. |
Non-technical Description
Bulk upload service is continually restarted and bulk upload webpage is continually refreshing.
Spreadsheet had lots of rows that were blank other than a hyphen in the address field
Trigger
There were 3 super large file uploaded and completed with thousands of errors.
Detection
User queries:
Liam Lofthouse: Morning General - is there an issue with the bulk upload page? I seem…
posted in TIS Support Channel / General at 21 April 2023 09:28:59
Resolution
Increated the jvm memory from 0.5G to 4G, and reserved memory (container memory) for bulk upload from 1G to 5G, until the files with lots of errors were no longer loaded on the first bulk upload page
Backed up the
ApplicationType
records for those 3 large files.
Timeline
BST unless otherwise stated
14:03-14:36 - Several uploads with significant numbers of errors.
09:28 - User report that page keeps refreshing
09:30 - Found service was running
OutOfMemory
. Logs didn’t give indication why. Dashboard indicated that there *may* have been an issue since the previous day.09:30-13:00 - Made hotfix changes to deployment configuration to capture additional information. Found a valid cause for the additional memory use. We modified the configuration to give it more resource but missed additional resource constraints.
13:49 User report that an uploaded file was stalled. We assumed this was because the service restarted when the file was being processed.
14:40-15:40 - Modified and monitored the service further to check that it was stable, notifying the Teams channel at 15:55.
16:15 - Got the same issue replicated on Stage after manually uploading those 3 large files (logId: 1682001412239, 1681999967423, 1681999429355 on Prod).
16:30 - Modified
ApplicationType.errorJson
column for uploaded 3 large files on Stage to a single error. And checked Stage was resolved.17:10 - Exported the records of the 3 large filds from table
ApplicationType
locally for future use
Root Cause(s)
Intermittently the bulk upload screen on TIS was constantly refreshing
Admins-UI refreshes screen on errors received from backend services (503 http error from
/status
API)503 http error indicated that generic upload service was not available.
In bulk upload service logs: we found
java.lang.OutOfMemoryError: Java heap space
. When the API/status
was called, bulk upload service ran out of memory.When someone looks at the status of bulk upload jobs, the errors for the visible jobs are loaded from the database and at this time it included an exceptional amount of data (~180K rows of errors)
The file uploaded had lots of rows with just a hyphen / didn’t follow the template format
Action Items
Action Items | Comments | Owner |
---|---|---|
Fix up service deployment configuration (volume mappings for logs & heap dump) Preferred: Move the service to ECS | Don’t know if ECS would make the heap dumps available | |
Improve memory use: Change what columns are retrieved from the database for the | ||
Analyse the data uploaded. | This would be to inform setting limits on the number of rows that are uploaded. | |
Get feedback from Local Office about what happened |
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