HPE Diagnostics User Interface freezes or hangs

Having launched the HPE Diagnostics User Interface (UI) by clicking on “Open Diagnostics” (or “Open in This Window”) and entering a user name and password, performing an action such as viewing the data for long periods (days or weeks) for all Java Probes may result in the UI freezing and no further actions being possible. This issue may occur in a larger Diagnostics environment where there are many Mediators and numerous probes.

Once the Diagnostics UI has frozen no recovery is possible and the browser tab displaying the UI must be closed. The UI can then be opened in a separate browser tab (or new browser instance) however it is likely that the freeze behavior will re-occur.

A possible cause is that the Java applet which runs the Diagnostics UI has insufficient memory such that while the UI is performing the user action, the applet process runs out of memory and terminates. When this process terminates, the UI remains visible in the browser but is no longer functional.

To confirm that the Java applet process is terminating, open the Windows Task Manager and locate the process named “jp2launcher.exe”. This process will appear while the Diagnostics UI is being initialised (after the user name and password are validated):

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If the “jp2launcher.exe” is no longer visible when the Diagnostics UI freezes, then the process may have run out of memory.

A workaround for this issue is to increase the heap (memory) available to the Java applet. This can be done by modifying the Java runtime parameters as follows:

1) Open the Windows Control Panel and search using “Java” to locate the “Java (32-bit)” Control Panel entry. Click on the entry to open the Java Control Panel:

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Note: If there is no “Java (32-bit)” Control Panel entry this may be due to there being multiple Java versions installed on the client platform. Locate the Java 32-bit installed in a folder under “C:\Program Files (x86)” (typically “C:\Program Files (x86)\Java\jre7\bin”) and execute the file “javacpl.exe” using right-click “Run as administrator”.

2) Click on the “Java” tab and then on the “View” button to open the “Java Runtime Environment Settings” dialog.

3) The default heap size is typically 256MB however this may be system dependent. The actual process memory size can be seen in the Windows Task Manager before the process terminates. Specify a larger heap size and test to see if the UI freeze remains present – increase as needed. The following example confgure a 700MB heap however up to 1GB (“-Xmx1G”) may be used (as this is a 32-bit process memory is limited):

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