Verba System Monitor service does not free up handles and increases memory load over time until service restart - RI-017853

Summary

Verba System Monitor service does not free up handles and increases memory load over time until service restart

Am I affected?

All 9.3.0.5661 and later installations are affected.

Impact

The Verba System Monitor service allocates Windows handles to check various aspects of the server in every 10 seconds. Due to a software bug, the service does not free up the handles after the checks and increases memory usage over time. The checks are only executed on servers with Media Repository, Recording Server and Media Repository & Recording Server roles. Servers with other roles are not affected. Based on our tests the service increases memory usage by 400 MBytes per day. The system sends an alert if memory usage is above a configured threshold (if free memory is less than 200 MByte by default). If the service is not restarted after the memory alert, the system can get into an unstable state which could affect the performance of the server significantly which might cause loss of data.

Workaround

By restarting the Verba System Monitor service, handles and memory can be freed up. However, it does not provide a permanent solution as the memory usage of the system will start increasing again.

Resolution

Patches are now available to fix this issue for all affected versions. Download links are provided below for the Verba System Monitor service executable:

verbasysmon_9_3_7_5729.zip
verbasysmon_9_4_0_5719.zip


Follow the instructions to replace the service executable on the Verba KB.

If you need more information or help, contact our support service at http://go.verba.com/e/73362/2019-06-07/8cjb6b/380363367?h=spk213al9ueQmJ5OjwwzgSsT6wI78UocSR6oOCXKOKA.

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