It's often considered a joke for any Support team to recommend "turning it off and on again", but the process is not always a concession of an unknown root cause. There are several known scenarios where restarting the SST (formerly DSP) web application is necessary. Here are some examples:
- An old dll or setting remains in the web application cache.
- A failed job (or series of jobs) has forced a Windows process into an invalid/unrecoverable state.
- A failed job (or series of jobs) has caused a Windows process to consume RAM and/or CPU that is not being released.
However, none of these scenarios should happen routinely. If you find that you are restarting the SST application quite often, then there is a problem that needs to be resolved. You can get some assistance finding and fixing that problem by opening a ticket at support.syniti.com.
Restarting the whole application server
The simplest method for restarting the SST web application is a bit heavy-handed. However, if it is feasible, then you can restart the entire Windows server that is hosting the SST web application. Of course, the restart needs to be scheduled for a time when there are no active users in the SST and there are no background jobs running (such as nightly Collect extracts). A "lighter touch" restart method is detailed in the next section.
Steps for restarting only the SST web application
Make a remote desktop connection to the SST/DSP application server.
Go to the Control Panel -> Administrative Tools -> Services console.
Right-click on each of the "CranSoft Service %" Windows Service(s) and select 'Stop'.
WARNING: This will interrupt any jobs running the background, such as a scheduled Collect extract.
NOTE: There may be more than one "CranSoft Service %" Windows Service
WARNING: This will log out all active users and end any events running in the foreground.