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How to Troubleshoot DNS Issues
Changing the gallery URL can often lead to "website not found" error in a windows authenticated/domain environment if a CNAME record has not been created in DNS (Domain Name Space). CName records (also known as Canonical Name) are typically used to map any given name against the host providing the service, in this case the Alteryx server hosting gallery. When gallery URL is changed in System Settings without adding the CNAME record the following errors can appear.
Other symptoms include:
Gallery website not loading and in a constant loading state.
Unable to connect or upload workflows to the gallery server in designer
To check this, Open Designer>> Click on File, Save As, Add Gallery
Enter the gallery URL and click on Connect. "Could not connect to server, please try again" is another indication the gallery is not valid
Product - Alteryx Server platform
You can take the following steps to confirm its a DNS related issue. For other gallery related issues please reference the following article:
Gallery Service failed to start in a timely fashion
Is the URL resolvable? To check this
Open Command Prompt
Type "nslookup" followed by the URL without http and gallery. (Example: if the Url is http://mygallery123.com/gallery then the cmd is "nslookup mygallery123.com").
If the CNAME record does not exist in DNS, following results will shown
Accessing gallery using the IP address of the gallery server.
Open the web browser
Enter the URL replacing the CNAME with the Server IP address hosting the gallery (Example: if the URL is http://mygallery123.com/gallery, replace with http://192.168.9.2/gallery)
If the gallery successfully loads then this is another indication of a DNS issue.
The following external link shows how to find the IP Address of the Alteryx Server. Note: you must run the cmd from the server - IP address in Windows 10 from cmd (Command Prompt)
Please check additional resources section for gallery URL related issues.
DNS entries are typically managed by the IT department. Please consult with your internal IT to complete this process. This solution covers the windows server platform.
Open DNS Manager and select the forward lookup zone for your domain.
Right Click on the Zone then select New Alias (CNAME)
On the next window
Fill in the Alias Name field with the name you want to use. For example mygallery123
Fill in the FQDN for the target host field with the target host or browse to select from the available records. The target host is the Server hosting gallery.
You can choose to tick Delete this record when it becomes stale option. When enabled, this option will convert your CNAME record into a dynamic record. Otherwise it is static by default.
You can also tick the Allow any authenticated user to update all DNS records with the same name to allow automatic update of this CNAME record if the information on the target host record is changing overtime, such as when the server is using DHCP.
5. Click OK complete the entry
Note: The new gallery URL may not work immediately as your machine caches previous DNS entries that have not expired yet. You can clear this manually by typing "ipconfig /flushdns" in command prompt on your local machine.
Add CNAME Record in Windows DNS Server
Changing the Gallery URL on Alteryx Server
When binding a certificate to an SSL port as detailed in this article, you may run into one of these 2 common errors:
The parameter is incorrect.
SSL Certificate Add Failed, Error: 1312 A specified logon session does not exist. It may have already been terminated.
If you are getting the message that "The parameter is incorrect," the certhash likely contains hidden characters that were inadvertently copied from the certificate's thumbprint. In the above screenshot, note the '?' at the beginning of the certhash which is causing the issue.
If you are getting Error Code 1312, the certificate you are attempting to bind likely does not contain the private key.
If you are getting Error Code 1312, you can determine if the certificate you imported contains the private key by looking at its icon in MMC.
Icon only shows a certificate. The private key needs to be added.
Icon includes a key. While your icon may be slightly different, the presence of a key means the private key is attached.
Solution A (Incorrect Parameter)
Copy the command into notepad
Save As ANSI
Re-open the file
Remove hidden characters
Re-try the command
Solution B (Error 1312)
Create a .pfx file with your certificate and key file using the following command (replace pfx, key, and crt filenames as appropriate):
openssl.exe pkcs12 -export -out ServerName.pfx -inkey ServerName.key -in ServerName.crt
Remove the previously imported certificate from MMC
Follow the instructions in this article beginning with the "Installing the Certificate" section
Configuring Alteryx Server for SSL: Obtaining and Installing Certificates
Alteryx Service Fails to Start when Mongo Fails with Error - “Input string was not in a correct format”
When trying to start the Alteryx Service, the following error can be seen in the Alteryx Service Logs:
FATAL,1,,RegisterClasses,,,,Axx-xxxxx100,,,,,,Input string was not in a correct format.,
Windows Operating System
This error message is coming directly from MongoDB and while very generic, it is telling us that the driver is unable to handle the data that is being sent to MongoDB. The Alteryx Service will fail to start and you will most likely get some sort of popup error when trying to start the service from the Windows Services menu.
Is FIPS enabled on your machine? If so, See Solution A.
Are you in a multi-node environment? If you are unable to start the Alteryx Service on a node that is not the Controller, see Solution B.
FIPS is enabled on the Machine
This error occurs because the encryption Alteryx Server uses for inter-service communication won't happen if FIPS is enabled because .NET will block the requests.
Per this article :
“FIPS Compliance Encryption Issues In the .NET framework, three different versions of the SHA256 hashing algorithm, each having different security levels and speed are available. The fastest one among them has not yet been submitted for validation. However, it is believed that it is as secure. Enabling FIPS mode in systems with Microsoft OS will break the .NET applications as they probably use latest cryptography algorithms that are more efficient. And, if the .NET applications must necessarily work then a slower, much less efficient cryptography algorithm must be used.”
The Alteryx Gallery uses .NET completely for communication with MongoDB, there is not another option for communication.
There is currently no workaround to get the Alteryx Service to start with FIPS enabled. FIPS must be disabled completely on the server machine to get the Alteryx Gallery to communicate with Mongo correctly and get the service running. The impacted policy is named System cryptography: Use FIPS compliant algorithms for encryption, hashing, and signing.
To get to this setting:
1. Open the Local Security Policy window from the Windows Start menu
2. Navigate to Local Policies > Security Options
3. Select the correct policy
Make sure that group policy does not enforce FIPS after reboot. To verify that FIPS has been disabled, make sure that the “Enabled” registry key located here HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Lsa\FipsAlgorithmPolicy is set to “0”:
Generic failed Connection to MongoDB (Not FIPS).
The error states that for whatever reason, MongoDB is not able to understand the information that is being sent. A failed connection to MongoDB can also cause this error, though it can be difficult to pinpoint the root cause. There are a few things that you will want to check to see if they are causing the issue:
1. If you have a multi-node environment and are configuring the Gallery, confirm the following in the Alteryx System Settings under Gallery > Persistence.
1. Confirm the password is correct. This password should be the user (not-admin) password from the System Settings on the Controller.
2. Confirm you have the port appended to the hostname (default port for embedded MongoDB is 27018)
2. Enable Mongo logging and see if MongoDB gives more details on why the error is occurring
3. Test connecting to MongoDB through another source (such as Robo 3t) and see if this gives more detail on why the error is occurring.
Issue: Error '"You are attempting to upgrade from an unsupported version" when upgrading to 2019.3'
During the upgrade of Alteryx Server to 2019.3, you may encounter the following error once you attempt the migration of the Mongo database:
You are attempting to upgrade from an unsupported version. Upgrade to Alteryx Server version 2018.1 or later to attempt to upgrade to your desired version, or contact Alteryx Customer Support for assistance.
Alteryx Server 2018.1+
If you are running a version pre 2018.1, please upgrade to version 2018.1+ before attempting to upgrade to 2019.3. Do not continue further in this article.
If you are in fact running version 2018.1 or newer, confirm that your database is version 3.4.10 with the following steps:
Check which storage engine you are running:
The first step is to identify which storage engine you are using. You can easily identify which storage engine is being used by reviewing the file system:
Open the Alteryx System Settings
Navigate to the Controller > Persistence page
Copy the Data Folder path.
Open Windows Explorer (File Browser)
Paste the Data Folder path copied in Step 3 in the Address Bar of Windows Explorer
If you see a series of "NS File" and "0 File" file types, as shown below, MongoDB is running using the MMAP storage engine.
If you see a series of "WT File" file types and a file named "WiredTiger", as shown below, MongoDB is running using the wiredTiger storage engine.
Start the Mongo daemon:
1. Open command prompt as an Administrator
2. Change directories to the location of the Alteryx bin folder. The default location is "C:\Program Files\Alteryx\bin"
cd "C:\Program Files\Alteryx\bin\"
3. If you are using the wiredTiger storage engine, run the following command, replacing the dbpath location with your Data Folder path:
mongod3_4.exe --dbpath "C:\ProgramData\Alteryx\Service\Persistence\MongoDB_34" --port 27018
3b. If you are using the MMAP storage engine, run the following command, replacing the dbpath location with your Data Folder path:
mongod3_4.exe --dbpath "C:\ProgramData\Alteryx\Service\Persistence\MongoDB_34" --port 27018 --storageEngine mmapv1
4. You should see a message that says 'waiting for connections on port 27018'. Leave this window open and proceed with the next steps.
Connect to the Mongo shell:
1. Open another command prompt as an Administrator
2. Change directories to the location of the Alteryx bin folder.
cd "C:\Program Files\Alteryx\bin\"
3. Get the MongoDB password by running the following:
Copy the Non-Admin password.
4. Run the following to connect to the Mongo shell:
- Enter the password from above after -p
mongo3_4 -u user -p YOUR_PASSWORD --host localhost:27018 AlteryxService
5. Run the following command to retrieve the version:
If your version says 3.4.10, see Solution below.
The ASMongoDBVersions.bin file contains the wrong version.
1. Confirm the AlteryxService is stopped
2. Navigate to the Data Folder path in Windows File Explorer. Locate the ASMongoDBVersions.bin file
3. Replace the content of the file with just the following, and Save:
3.4.10 Example of a corrected ASMongoDBVersions.bin file
3. Re-run the MongoDBUpgradeTo30.exe found in the Alteryx bin folder in the installation directory
4. You should now be presented with the following screen. Continue through the prompts to migrate the database.
5. If you run into issues with the migration, please see the article under Additional Resources below, or contact Alteryx Support
Troubleshooting a failed MongoDB migration - Server 2019.3
Issue: Alteryx Service will not Start and LastStartUpError.txt contains "No suitable servers found: `serverSelectionTimeoutMS` expired: [connection refused calling ismaster on 'localhost:27018']: generic server error" code: <mongodb:13053>
By Default, the LastStartupError text file can be found at C:\ProgramData\Alteryx\Service
Error Code: No suitable servers found: `serverSelectionTimeoutMS` expired: [connection refused calling ismaster on 'localhost:27018']: generic server error" code: <mongodb:13053>
Product - Alteryx Server
Check the mongod.lock file is > 0KB in size
Identify where the MongoDB is installed from the Alteryx System Settings under Controller > Persistence > Data Folder
Navigate to that folder in Windows File Explorer
Confirm the size of mongod.lock
Alteryx Server had an unclean shutdown.
If the mongod.lock file does have data inside (1KB usually), we recommend to first backup your persistence database (in case of corruption) before proceeding. Alternatively, in step 1 below, rename the file instead of deleting if you do not have a backup.
Delete/rename the mongod.lock file
e.g: mongod.lock renames to mongod.old
Right-click on a blank space in the window and select New > Text Document
Alternatively, if you do not have this option you can create a new text file in Notepad and save the file into this directory. If you run into issues saving into this directory directly, you can save the file to your Desktop and then move into the folder where MongoDB is installed
Name the document mongod.lock
Make sure that File Extensions are visible, otherwise this file will actually be mongod.lock.txt
Open a Windows Command Prompt and navigate to the \Alteryx\bin directory
e.g. cd "\Program files\Alteryx\bin"
Start up the MongoDB service just to make sure everything is clean:
mongod --dbpath "folder path from system settings" --auth --port 27018
With an unclean shutdown it may take a few minutes to reallocate the data. Look for a line that says "Waiting for connections on port 27018" When it appears, hit CTRL+C on your keyboard to shutdown the service.
Start up the AlteryxService. This can be done via:
Command Prompt with: sc start AlteryxService
From the Services window
Next Steps if the Mongod.Lock file was empty (0KB)
Open a Windows Command Prompt and navigate to the \Alteryx\bin directory
e.g. cd "\Program files\Alteryx\bin"
Run the AlteryxService in test mode to identify the actual error AlteryxService test
If you are unable to easily identify what is causing the error, send the service log files (path found in System Settings->Controller->General) to Alteryx Support
Workflows being run on Gallery or Scheduler return with an error Access is Denied for various file types.
The Alteryx Server is not able to perform expected actions (Signing into Gallery, Service unable to start, etc.). The Service or Gallery logs reference that the Service is unable to open/read specific files with Access Denied.
This issue has multiple potential causes, all related to permissions:
The Run As account does not have permission to dependency or file being referenced.
The Alteryx Service account does not have permission to dependency or file being referenced.
The Alteryx Service account does not have the proper permissions required to run the Alteryx Service.
Isolating the Run As Account
A workflow being run on the Server will run as whichever account is set up in either workflow credentials, the Worker Run As, or the Alteryx Service Account. The account in workflow credentials will take priority, followed by the Worker Run As, and then the Alteryx Service Account. For more information on Server Run As accounts and permissions, see this article.
To check the accounts being used at each level, look in the following locations:
Workflow credentials are established on Gallery Admin’s page under Workflow Credentials.
The Worker Run As account is set under Alteryx System Settings > Worker > Run As.
The Alteryx Service account can be found under Services (please see Isolating the Service Account to find which account is running the Service).
A quick test to see if the Run As account will have access to the proper dependencies is to log into the Worker node of the Server as the Run As account, open and run the problematic workflow in Designer.
If the Run As account does not have access to certain locations that should seem accessible by the Server, please go to Solution A.
Isolating the Service Account (error returned from workflow execution)
If workflow credentials are not enabled and there is no Worker Run As account, the Server will run workflows on the account outlined by the Alteryx Service. To find the account that is running the Alteryx Service please follow the steps below:
1. Open Services (Windows menu -> Run -> services.msc)
2. Find Alteryx Service; Right-click on the service and select Properties. Click the Log On tab.
If the Alteryx Service account does not have access to certain locations that should seem accessible by the Server, please go to Solution A.
By default, the Alteryx Service account will be run as the Local System. The Local System account normally has pre-determined permissions. More information on the Local System, see this article.
If the Local System Account does not have access to certain locations that should seem accessible by the Server, please go to Solution B.
Isolating the Service Account (error found in Service logs)
When reviewing the Service or Gallery logs, if the Service account does not have access to required folders and/or files, there will be an Access Denied error. An example is below:
Exception caught by ErrorHandler and marshalled to Client,"Alteryx.Cloud.Common.Exceptions.ForbiddenException: Access denied
If receiving the above error, please go to Solution B.
If the Run As account does not have the proper permissions to access a dependency, either grant the appropriate permission to the account for the dependency or change the Run As account to an account that does have permission.
If Service or Gallery logs are displaying Access Denied, ensure that the Alteryx Service account has all the required permissions needed to run the Alteryx Service.
If the Alteryx Service account is set to Local System, please work with IT to enable more permissions for the Local System or assign a Service account to the Alteryx Service that can have all the required permissions.
This is a very common error that can occur if the AlteryxService shuts down unexpectedly. Most commonly the error is caused by MongoDB not shutting down properly and the lock file does not get released. This prevents MongoDB from starting the next time you try to start the AlteryxService and returns an error message.
This is most likely caused by a licensing error or an issue that can arise from the AlteryxService shutting down unexpectedly . It can also be due to an incorrect or expired license, or a correct license not being installed with admin rights, or in the case of Runtime-only users (this type of license has been phased out for all but a few legacy clients).
Adding files to Gallery App
Sometimes when uploading Apps or Macros the Gallery you may receive an error with a file extension referencing externals_...... You may also select the workflow assets and the files are checked, but they are not loading to the gallery.
This often means the file cannot be found on the server side and as a result needs to be added to the workflow package and uploaded to with the app or macro.
Attaching the workflow assets can often be selected when exporting the workflow or adding them through the display asset management properties window within the input tool. Please see this Article for more information.
Similarly, you can also add assets within the events>>>Run command>>Assets tab.
If you add the assets through either of these methods when uploading to the Gallery, the server should be able to see the correct assets and execute without any externals errors.
Again if you are still experiencing any issues please reach out to Alteryx Support
Client Services Support Engineer