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Alteryx Promote Knowledge Base

Definitive answers from Promote experts.

Troubleshooting Missing Predictive Model Logs

Alteryx
Alteryx
Created on

Issue

 

When using the Promote UI, the Logs screen for a predictive model is blank:

 

Promote Log error.png

Environment

 

  • Alteryx Promote ≥ 2018.2.1

 

Diagnosis

 

  • Contact the Promote system administrator.
  • The Promote administrator will need to SSH into the Promote environment and run the following command:

    promote.status
  • Any Promote service showing "0/0" or "2/3", "1/3", "0/3" will need to be inspected.

 

Cause

 

A service related to logging has gone down in the backend and needs to be restored to reinstate the Promote UI.

 

Solution

 

  1. The services that affect logging for predictive models in Promote are:

    promote_consul
    promote_elasticsearch
    promote_logstash
    promote_logpsout
  2. If any of these services appear offline or inactive, run the following command to restart them:

    docker service update {service_name} --force --detach=false

     

  3. If the service(s) do not restart, you will need to open a support ticket. The following steps will help gather logs to expedite the troubleshooting process.

  4. Run the following command for each service that fails to start:

    docker service logs {service_name} > {service_name}.txt

     

  5. The above command produces a log file for each service name in the local path of your command-line interface (CLI). These logs are used to further investigate the cause of the issue.

  6. Use the Case Portal to open a support ticket. Please include the log files of the service(s) that you attempted to restart and the version of your Promote UI. You can find the version of Promote on the bottom of any page in the Promote UI.