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

[fmvizcaino]

Hi @deepdata ,

A few questions and things for you to take a look:

1. Is the AlteryxService running?
2. Have you tried restarting the server entirely?
3. Are you able to access the Gallery from within the server machine?
4. Review the logs for any additional clue.
   1. Gallery logs
   2. Service logs

https://help.alteryx.com/current/en/server/configure/configure-and-use-server-logs.html#idp431204

https://knowledge.alteryx.com/index/s/article/How-To-Reading-Alteryx-Server-Logs-effectively-1583461...

Best,

Fernando 

[abacon]

@deepdata Is the user on your company's VPN? I find that can cause the issue sometimes.

Bacon

[deepdata]

yes he is in office network or vpn.

[deepdata]

1. Is the AlteryxService running? : yes
2. Have you tried restarting the server entirely? : yes
3. Are you able to access the Gallery from within the server machine?: yes
4. Review the logs for any additional clue.
   1. Gallery logs
   2. Service logs

[fmvizcaino]

Hi @deepdata ,

If it is only one user having this access issue and everyone else can log in to the Gallery normally, here are some ideas:

1. Check the URL the user is using
2. As @abacon said, check the VPN/network the user is using. Maybe it is not the same as you are. Or the user is from a different department and for some reason, you need IT to whitelist his IP or similar 
   1. A good and simple test is to ping the server using the command line. Test if you can ping from your computer and if you get a response, ask the user to do the same
      1. ping ServerName/IP
3. Doesn`t always help, but it's worth trying to use a different browser and clearing the cache

Best,

Fernando