In order to address the issue where jobs are not processing, please perform the steps in sequential order.
Step 1 - Take the load off the job scheduler
1. Go to Reports and Jobs > Jobs > Scheduled Jobs
a. Filter for Job Status = 'Waiting'
Select the 'Waiting' jobs and click the 'Pause' button.
b. Filter for Job Status = 'Scheduled'
Select the 'Scheduled' jobs and click the 'Pause' button.
2. Filter for Job Status = 'Cancelled'
Make a note of the schedule, as the job will need to be re-entered at a later time. A job in the 'Cancelled' status cannot be resumed, therefore will need to be deleted.
Delete all the 'Cancelled' instances of the following jobs:
-Rate Matrix Extraction
-Datamart Extraction/Datamart Rollup
-Refresh Data Warehouse OData Model (for SaaS customers)
Step 2 - Check if the BG service needs a restart
Run an immediate instance of the Time Slicing job.
a. If the Time Slicing job does go to the 'PROCESSING' state, allow the instance to complete.
Proceed to Step C.
b. If this Time Slicing job instance does not go to the 'PROCESSING' state immediately, but instead goes into an indefinite 'WAITING' or 'SCHEDULED' state,
proceed to cancel and delete the instance.
Contact the Support team to gather and review the BG and BG-SYSTEM files from all servers in the cluster.
NOTE: A restart of BG services would need to occur if no jobs are able to be processed.
Step 3 - Resume the jobs
1. Select all the 'PAUSED' jobs and set them to 'Resume' to let it get back to the normal schedule.
2. Re-enter the previously cancelled jobs in Step A.