Hi,

• Do you see any lines in ‘Synchronization Service Nodes’ and if you see what’s the age in seconds?
• How many lines in ‘Synchronization Service Queue’ ? 

Regards

Kapila

Hi Kapila,

Thanks for the response.

For item 1, yes. Age is roughly about 3 sec.

For item 2,  about 700 records. When ordered by the timestamp, the top record (JFARMER) belongs to someone who had resigned 3 months ago. There is no active mobile user but there seems to be a record in here. Then the next 20 odd lines belong to a user (DGOESSLING) who hadn’t joined but had an active login including mWO.

Our MS partner came across this article and wondering if this is the same issue? We are on 23.2.0 though whereas this bug was identified in 23.2.3.

https://support.ifs.com/csm?id=kb_article_view&table=kb_knowledge&sys_kb_id=93045c1fc3038e542865d6af0501318d&searchTerm=CS0206559

Actually the no of rows is about 1700 for item 2, but except for the top 20, the others belong to actual active mobile users.

Hi,

Could you please contact Support ​@Kalana Rathnayake . We need to a closer look at the POD logs to identify the root cause. Some of issues were fixed in latest SUs. In case you are in an older SU, Support team has defined workarounds to mitigate this issue. 

Thanks

Kapila

Hi ​@athasanka, 

Let’s have a screen-sharing session to check the POD logs and continue our investigation. After identify the root cause, we will be able to provide a workaround or a permanent solution for this issue.

Best Regards,

Kalana

Thanks both, there is now an ongoing case CS0318736 for this issue with our MS partner and IFS support team having a screen sharing session at 5pm IST today.

BR

Asanka

There are some logs and additional details in the case.

The issue is resolved now after clearing the Synchronization Service Queue.