gallery landing page not loading

[deepdata]

hi 

I am alteryx admin, 
one user are unable to load gallery page getting an error message " can't reach this page" as shown in attached picture. while i can load the same gallery on my system. one day ago I did alteryx service restart and need to kill some jobs to do restart fast.

now I am facing this issue, its new to me, how to sort it out.

thank you in advance

[aatalai]

Could it be a file wall issue?

[Gaurav_Dhama_]

is there a VPN that user has to use to access company resources? We generally see unable to access error due to this, or if the service is down. If service is down, we start it and then it resolves the issue.

Is it happening to only one user or to everyone now?

[deepdata]

Its  with him only right now, and he is in office network so no need of VPN

[deepdata]

file wall issue?

how to solve it?

[Gaurav_Dhama_]

Since you mentioned that there were few workflows that you had to kill, and service had to restart. MongoDB can leave behind some mongod.lock. These files can prevent user(s) from accessing the gallery as well.

If this exists in your mongodb directory (as configured in mongod.conf), you may have to stop the mongod process and then delete this file. Once deleted, restart the mongod.

I will also recommend checking mongodb logs before you do it.

[deepdata]

locks with what name it will be there, will it be in service or gallery?

[Gaurav_Dhama_]

name is mongod.lock. It will be in your server. To check you can view that in persistence settings inside Alteryx System Settings > under controller. It will be mentioned in Database Path.

mongod.lock file will be in that path.

[deepdata]

yes, there is 1kb file mongod.lock file I found there, 

should i delete it?

[Gaurav_Dhama_]

check process list and ensure that no mongod is active or running before deleting this file.