Endeca Server performance issue: dgraph is slow and not always available

Question

Hi, I'm experiencing a problem with Endeca Server. It's very slow and the dgraph process takes about 97% of the cpu without doing queries.
When I try to open the Studio Page, the cpu utilization of the dgraph process increases up to 200%, and if I try to launch a simple query from Integrator the result is:
<env:Envelope xmlns:env="http://schemas.xmlsoap.org/soap/envelope/">
     <env:Header/>
     <env:Body>
          <env:Fault>
               <faultcode>env:Server</faultcode>
               <faultstring>Error contacting the conversation service on data store 'SocialIDData' at port 7011: Error parsing data version from DGraph response.</faultstring>
               <detail>
                    <ns2:Fault xmlns:ns2="http://www.endeca.com/MDEX/conversation/2/0" xmlns:ns3="http://www.endeca.com/MDEX/lql_parser/types"/>         
               </detail>
          </env:Fault>
     </env:Body>
</env:Envelope>
If I try to ping the Data Store by visiting the url http://192.168.2.16:7001/endeca-server/admin/SocialIDData?op=ping sometimes the response is positive, and sometimes it's negative.
I've also checked the log file in ${ENDECA_SERVER_DOMAIN}/EndecaServer/logs/SocialIDData.out and I've found that message:
MALLOC:   4656726016 ( 4441.0 MB) Heap size
MALLOC:   4617801000 ( 4403.9 MB) Bytes in use by application
MALLOC:     23912448 (   22.8 MB) Bytes free in page heap
MALLOC:      2146304 (    2.0 MB) Bytes unmapped in page heap
MALLOC:      4865568 (    4.6 MB) Bytes free in central cache
MALLOC:       198144 (    0.2 MB) Bytes free in transfer cache
MALLOC:      7802552 (    7.4 MB) Bytes free in thread caches
MALLOC:        27450              Spans in use
MALLOC:            7              Thread heaps in use
MALLOC:     19922944 (   19.0 MB) Metadata allocated
MALLOC:         4096              Tcmalloc page size
Endeca fatal error detected in dgraph.
Segmentation violation detected.
testbi.localdomain:/u01/app/oracle/Middleware/user_projects/domains/endeca_domain/EndecaServer/logs
Register state:
Stack trace:
Please report this problem to Endeca and include the following information
  1. Endeca software version number
  2. Operating system, operating system version, and hardware platform
  3. Any other information that you can provide (including core files)
  4. The contents of this message
Process map:
00400000-049b4000 r-xp 00000000 fd:04 2590868                            /u01/app/oracle/Middleware/EndecaServer7.5.1_1/endeca-server/dgraph/bin/dgraph
04bb4000-04c11000 rw-p 045b4000 fd:04 2590868                            /u01/app/oracle/Middleware/EndecaServer7.5.1_1/endeca-server/dgraph/bin/dgraph
04c11000-04c69000 rw-p 00000000 00:00 0
As you can see at rows 16-17-18 that's a problem with the dgraph, but I have no idea on how resolve it.
My system configuration is:
OS: Oracle Linux 6
OEID 3
Can anyone help me? Thank you.
Samuele Scattolini

Answer 1

Please contact Oracle Support at http://support.oracle.com for assistance.  Thanks.