Agent Error - HikariPool-4 SQLSTATE (HYT00), Error Code (50200)

Description

The device fails to complete a backup and presents the administrator with an Agent Error on Endpoint Cloud. 

How to identify the problem

If you have a look through the Cibecs Agent log or the device mini log on your tenant, you will find the following entries:

 "HikariPool-4 - Connection conn1220: url=jdbc:C:\Users\%user%\AppData\Roaming/Cibecs/Agent
/Database/Agent_index user=SA marked as broken because of SQLSTATE(HYT00), ErrorCode(50200)"

along with 

"Backup session resulted in an error. Backup failed, Java heap space"
along with
"HikariPool-1 - Thread starvation or clock leap detected."
"HikariPool-2 - Thread starvation or clock leap detected."
"HikariPool-3 - Thread starvation or clock leap detected."
"HikariPool-4 - Thread starvation or clock leap detected."
"HikariPool-5 - Thread starvation or clock leap detected."

Log phrase to look for: "SQLSTATE (HYT00)" and "Java heap space"

Mini Log example:

Find the log here: %appdata%\Cibecs\Agent\agent.log

What caused this problem?

The Protection Agent assigned memory is not sufficient to process the backup selection. 

The default agent memory allocation is as follows:

Agent Version 2.10 or earlier = 256MB
Agent Version 2.12 or later = 320MB

How do I resolve this problem?

If your Protection Agent is still on version 2.10 or ealier, upgrade the Protection agent to version 2.12 or later as this will increase the Agent default memory to 320MB.
Attempt the backup again and check to see the backup completes. 

If the Agent is already on Protection Agent version 2.12 or later, then follow the steps below.

• Exit the Cibecs Endpoint Cloud Protection Agent.
• Edit the following file with administrative permissions.
    C:\Program Files (x86)\Cibecs\Agent\endpointcloud-agent.vmoptions
• Update the -Xmx value from 256MB or 320MB to 384MB or higher.
    (This can always be changed back at a later stage.)
• Save the endpointcloud-agent.vmoptions file with updated values.
• Start the Cibecs Endpoint Cloud Protect Agent from the Start Menu or Desktop Shortcut.

Check if the problem has been fixed

If the problem has been fixed successfully, then the backup should complete successfully and the device should be protected.