atp800 device-ha - exceed timeout

noc_aba

HI

in three couple of ATP800 (2 with 5.38, 1 with 5.39, ilocated in different locations, each other independent), every night, between 2am and 3am, in the logs of device-HA I see the following messages:

Wed Sep 4 02:54:16 2024 Exceed timeout. Device may be still in healthy state but under heavy workloads. Wait for internal timeout: 15.
Thu Sep 5 02:15:13 2024 Exceed timeout. Device may be still in healthy state but under heavy workloads. Wait for internal timeout: 15.
Thu Sep 5 02:15:17 2024 Exceed timeout. Device may be still in healthy state but under heavy workloads. Wait for internal timeout: 15.
Thu Sep 5 02:30:11 2024 Exceed timeout. Device may be still in healthy state but under heavy workloads. Wait for internal timeout: 15.
Thu Sep 5 02:30:15 2024 Exceed timeout. Device may be still in healthy state but under heavy workloads. Wait for internal timeout: 15.
Thu Sep 5 02:30:19 2024 Exceed timeout. Device may be still in healthy state but under heavy workloads. Wait for internal timeout: 15.
Fri Sep 6 02:25:12 2024 Exceed timeout. Device may be still in healthy state but under heavy workloads. Wait for internal timeout: 15.
Fri Sep 6 02:25:16 2024 Exceed timeout. Device may be still in healthy state but under heavy workloads. Wait for internal timeout: 15.
Fri Sep 6 02:25:20 2024 Exceed timeout. Device may be still in healthy state but under heavy workloads. Wait for internal timeout: 15.

…….

What happens between 2 and 3 in the night ?

I'm pretty sure this didn't occur before 5.38

thank you

Paolo

Omnia

We have the same!

Zyxel_Judy

Hi @noc_aba , @Omnia ,

Do you have any service impact when theATP800 shows this log message?

To better assist you with the auto email sending issue, we kindly request remote access to your device via Web-GUI and SSH. This will allow our team to conduct a thorough investigation.

Please check the inbox and send us the related information. Thank you!

noc_aba

It happens during the night so nobody is working then.

We can't give access to the devices, sorry.

The only thing that could be put in relation with the the timeout is that a 2 am the service signatures are updated.

regards

Paolo

Zyxel_Judy

Hi @Omnia ,

Kevin has reached out to you. Please check your messages for more details.

Hi @noc_aba ,

Another user has confirmed that they can provide a remote session. We will proceed with investigating the issue and keep you updated on any findings.

Zyxel_Judy

Hi @noc_aba ,

The log appears between 02:00 and 03:00 every day. This period is the same as the schedule of daily update of service signature.

To clarify if it is the root cause, please change the update schedule of service signature from 02:00 to "01:00". Then monitor if the HA log appears between 01:00-02:00 instead.
Note: To change the update time, navigate to Monitor > Licensing > Signature Update, then click the Action column, select the Schedule icon, and make your changes.