Date	21 Apr 2023
Authors	Joseph (Pepe) Kelly Yafang Deng
Status	TIS21-4449 - Getting issue details... 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

posted in TIS Support Channel / General at 21 April 2023 09:28:59

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.

BST unless otherwise stated

20 Apr 2023 14:03-14:36 - Several uploads with significant numbers of errors.
21 Apr 2023 09:28 - User report that page keeps refreshing
21 Apr 2023 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.
21 Apr 2023 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.
21 Apr 2023 13:49 User report that an uploaded file was stalled. We assumed this was because the service restarted when the file was being processed.
21 Apr 2023 14:40-15:40 - Modified and monitored the service further to check that it was stable, notifying the Teams channel at 15:55.
21 Apr 2023 16:15 - Got the same issue replicated on Stage after manually uploading those 3 large files (logId: 1682001412239, 1681999967423, 1681999429355 on Prod).
21 Apr 2023 16:30 - Modified ApplicationType.errorJson column for uploaded 3 large files on Stage to a single error. And checked Stage was resolved.
21 Apr 2023 17:10 - Exported the records of the 3 large filds from table ApplicationType locally for future use

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	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	Joseph (Pepe) Kelly / Jayanta Saha
Improve memory use: Change what columns are retrieved from the database for the `/status` search.		Yafang Deng
Analyse the data uploaded.	This would be to inform setting limits on the number of rows that are uploaded.	Steven Howard or James Harris / Stan Ewenike (Unlicensed)
Get feedback from Local Office about what happened		James Harris