Clarity PPM: When Should BG services be restarted?

Document ID : KB000124452
Last Modified Date : 22/03/2019
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Issue:

If all of the following conditions/symptoms occur:

1. The Administration > Data Administration > Time Slices page shows the "Last Run" date is up-to-date
2. Processes instances are not executing/running

  • Note: See also the following KB KB000129918 that provides details on troubleshooting issues with stuck processes including known issues related to stuck processes in case restarting the BG services does not help or the issue is centralized to certain process types.

3. The Administration > Data Administration > Process Engines page shows a red or undetermined status
4. Jobs are stuck in the waiting/scheduled status

Cause:
There is an issue with the Clarity Background (bg) service and a restart of the service(s) are needed.
Resolution:

Please open a Support case to have this issue reviewed or if you are a SaaS/On Demand customer, to have services restarted.