SOFT113: A software problem was detected. Contact support.

[#1]

Having loaded the latest netmri code release today as per below

Network Automation Version :

7.1.1.84812

The device is now reporting the following software error :- 

2016-09-28 14:01:11

SOFT113: A software problem was detected. Contact support.

What could be the problem?

Device is up and running normally.

Thx,

Myky

[#2 · Accepted solution]

It means an internal process has failed and been restarted enought times to raise the alert.

In this case, the internal process is the one that executes perl scripts.

It's not normal for that process to fail, hence the alert.  The reason for the failure could be localized to just this, or could be indicative of a bigger issue, hence the advice to contact support.

Would be a good idea to have support check it out.

[#3]

Hi here,

Thanks for your reply. I will go ahead and open a support ticket just to be on the safe side. 

Thx,

Myky

[#4]

To make it short Please reset the Perl Sandbox VM of your NetMRI Appliance.

To reset the sandbox, login to Network Automation Admin shell CLI and issue the below command. Accept the default network for sandbox and proceed with reset.

"sandbox reset"

Note: The reset takes 20-30 minutes to complete. Once completed wait 24 hours for the System Health SOFT113 alert to clear.

[#5]

Could you give us the slightly longer version?  Did Support figure out that just in this case, some problem with the sandbox was causing the SOFT113 error.  But that there are plenty of other process restarts that could also raise a SOFT113?

[#6]

SOFT113 is only triggered when the system watchdog is unable to contact the sandbox and subsequently restarts it.

There are a number of possible reasons this could occur (e.g. problems with the sandbox itself, or problems with the communication channel to the sandbox).  Though, it may be a matter of course for support to suggest a 'reset sandbox' whenever this error is seen, based on experience.  Ideally, if support has found that this course of action usually solves the problem, NetMRI should be improved to display that solution suggested remedy (instead of the default "Call Support.").  The health alert system is designed to be improved upon with this kind of feedback from support.

[#7]

I just ran into this symptom today after upgrading a unit to 7.1.1.  Thanks!