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Ticket Load Exception: Access violation

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Today we have a lot of trouble with PRTG. The webinterce is not available/responding and I must restart the server. Restarting webservices (probe and server) will take a lot of time, and after a few minutes I get errors like timeouts, and services is not responding...

When everything is running after a reboot, I see the following in the webserver logbook.

11/12/2014 9:23:51 PM Ticket Load Exception: Access violation at address 000000000040D1CD in module 'PRTG Server.exe'. Read of address 00000044FFFFFFF9
11/12/2014 9:23:51 PM Webserver: Internal Error C0 in <#search>: Access violation at address 00000000009F0CE4 in module 'PRTG Server.exe'. Read of address 0000000000000020 URL: /controls/search.htm?searchtext=ats03&
11/12/2014 9:34:23 PM Ticket Load Exception: Access violation at address 000000000040D1CD in module 'PRTG Server.exe'. Read of address 0000004AFFFFFFF8
11/12/2014 9:34:23 PM Ticket Load Exception: Access violation at address 000000000041D17E in module 'PRTG Server.exe'. Read of address 0000000000000058
11/12/2014 9:34:23 PM Webserver: Internal Error C0 in <#search>: Access violation at address 00000000009F0CE4 in module 'PRTG Server.exe'. Read of address 0000000000000020 URL: /controls/search.htm?searchtext=ats03&

It looks like the search-engine is not working very well...

How can I fix this? I don't trust my monitoring... when having this issue, does PRTG still monitoring my servers and services???

error prtg violation

Created on Nov 12, 2014 8:54:37 PM by  Poort80 Hosting Services (0) 1

Last change on Apr 26, 2016 5:26:58 AM by  Luciano Lingnau [Paessler Support]



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Hello,
these access violations are the side effect of a bug in a previous PRTG version. If you haven't done so already, please update your PRTG to the latest available version.

Once you're running the latest version, stop the PRTG Core Server service and head to PRTG's data Directory, within the Ticket Database folder rename(or delete) the existing ticketdata.dat file.

Once this has been done, start the PRTG Core Server service again.

Please note that this operation will purge the current corrupted ticket database, but this will also remove all existing tickets from the database. You shouldn't experience any new crashes after this procedure.

Best regards

Created on Nov 13, 2014 7:45:55 AM by  Konstantin Wolff [Paessler Support]

Last change on Mar 23, 2016 9:38:01 AM by  Luciano Lingnau [Paessler Support]



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Hi Konstantin,

I was not running the latest version so I did all that what you've asked me and hopefully I don't get these errors. It started yesterday out of of the blue...

Thanks for you response and hopefully it won't happen again.

Created on Nov 13, 2014 8:22:21 AM by  Poort80 Hosting Services (0) 1



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Disclaimer: The information in the Paessler Knowledge Base comes without warranty of any kind. Use at your own risk. Before applying any instructions please exercise proper system administrator housekeeping. You must make sure that a proper backup of all your data is available.