Unable to log on to the ePO console (hundreds of SQL errors recorded)

Technical Articles ID: KB89579
Last Modified: 2023-07-21 06:51:08 Etc/GMT

Environment

ePolicy Orchestrator (ePO) 5.x

Problem

You're unable to log on to the ePO console, and system performance is slow.

You see the error below (usually hundreds) recorded in the SQL error logs:

SQL Server has encountered occurrence(s) of I/O requests taking longer than 15 seconds to complete on file [ ] in database [ ]

This issue can cause other issues when using the ePO console, such as the following:

Slowness
Console unresponsiveness
Logon failures

Cause

ePO is a highly transactional database, at times performing thousands of disk reads and writes every few seconds.

This error suggests that the hardware or configuration for the SQL Server isn't sufficient to meet the demands being placed on it. Possible causes include the following:

Hardware that doesn't meet the input or output and memory needs of the environment
Improperly configured and tested settings
Hardware problems
Compressed drives
Non-default SQL Server configuration settings
Frequent database AutoGrow or AutoShrink operations
Hosting the database on a VM with a shared drive

Solution

Recommended solution
First, review the ePO Best Practices Guide to make sure that the SQL Server meets the minimum hardware recommendations for the environment.

For product documents, go to the Product Documentation portal.

It might also be necessary to further investigate the possible causes listed above until the disk I/O errors no longer occur. As long as these frequent disk I/O errors are recorded in the SQL Error logs, ePO console performance may be abnormal.

Workaround

To help lessen the disk input or output activity that occurs in SQL:

Make sure that regular SQL database maintenance is performed on the ePO database
Verify that there're no heavily fragmented indexes

NOTE: The referenced content is available only to logged in ServicePortal users. To view the content, click the link and log in when prompted.

For more information, see KB67184 - REGISTERED - Recommended maintenance plan for ePolicy Orchestrator databases using SQL Server Management Studio.

Affected Products

ePolicy Orchestrator 5.10.x

Languages:

This article is available in the following languages:

Knowledge Center

Unable to log on to the ePO console (hundreds of SQL errors recorded)

Environment

Problem

Cause

Solution

Workaround

Affected Products

Languages:

Title

Title

Knowledge Center

Unable to log on to the ePO console (hundreds of SQL errors recorded)

Environment

Problem

Cause

Solution

Workaround

Affected Products

Languages:

Choose your region

Title

Title