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alteryx server Knowledge Base

Definitive answers from Server experts.
If you are upgrading your Alteryx Server from an older version to 2018.1 or greater, your MongoDB will be migrated from Mongo 3.0 to Mongo 3.4 as part of the process. This article details how to troubleshoot a potentially failed migration. 
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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>   Environment   Product - Alteryx Server Version(s) 11.8+ Diagnosis   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 Cause   Alteryx Server had an unclean shutdown.   Solution   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    
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Issue   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.   Cause   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.   Diagnosis   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.   Solution A   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.   Solution B   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.
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Issue   The Alteryx Service is unable to start, and/or the Gallery fails to load in the browser.   The message Gallery Service failed to start in a timely fashion can be found in the Server's Service logs.   AlteryxService_LogStartupError: There was an error starting the Alteryx Service <Gallery Service failed to start in a timely fashion, exiting.>   Symptoms   Alteryx Service cannot start. Alteryx Gallery fails to load. Alteryx Service starts and then stops after a short time. The Service logs will have an error message of Gallery Service failed to start in a timely fashion. Alteryx Gallery starts and then disconnects after a short time. The Service logs will have an error message of Gallery Service failed to start in a timely fashion.   Causes   The Service is unable to ping the Gallery endpoint. This can happen for a variety of reasons.   The gallery URL is misconfigured. A proxy is intercepting communication between the Service and Gallery. Traffic is not being properly routed back to Gallery (e.g. machine is being a load balancer and traffic is not coming back to Gallery).   Diagnosis   Isolating a misconfigured gallery URL   The following base URL for Gallery can be configured as:   1. Basic   If this not working, please go to Solution C   2. Machine Name with Fully Qualified Domain Name (FQDN)   If (1) works and (2) does not, please go to Solution A   3. Domain Name System (DNS)   If (1) and (2) works and (3) does not, please go to Solution A   4. SSL Enabled (Compatible with all previous setups)   If (2) and (3) work, but (4) does not work, please go to Solution A   To identify which component is causing the issue, a general recommendation is to downgrade to setup (1) and move up in complication until the issue replicates.   Additionally, a common practice to isolate if the gallery is properly resolving to the correct IP address is to use “nslookup” and “ipconfig /all”. 1. Open a command prompt as administrator 2. Type "nslookup gallerywebsite.com"   C:\windows\system32>nslookup gallerywebsite.com **Do not include http:// or https:// The Domain Name Server and its IP address of the address that is provided (the gallery URL) will be listed 3. Type "ipconfig /all"   C:\windows\system32>ipconfig /all The Domain Server Name information and the IP address of the current machine will be listed.   If these do not match up, then this can be a source to begin troubleshooting.   Isolating a proxy   Generally, IT or the Server Admin will know if a proxy is being used on the Server. Check cURL environment variables are configured properly. Go to Solution B if a proxy is affecting your Gallery   Traffic is being properly routed back to Gallery ­Generally, IT or the Server Admin will know of any certain setups, such as load balancers, that can affect reroutes. Wireshark traces may be obtained to get more information. Please go to Solution A if your Gallery URL is being redirected   Solution A   Check with your IT to ensure that the Server can be recognized on the company’s network or that any third party entities are properly set up (DNS, SSL, etc.) *SSL Users* While we do not support or recommend any specific SSL cert software, please reference the Community article Configuring Alteryx Server for SSL: Obtaining and Installing for details on how to properly sign and bind a certificate to the Alteryx Server.   Solution B   Ensure that cURL environment variables are configured properly. Common variables to check that can be the source if the traffic goes to the proxy and does not come back are: http_proxy, https_proxy, all_proxy localhost can be affected if it is not set as a no_proxy exclusion To set environment variables please see this article.   Solution C   If any additional assistance is required, please open a ticket with Alteryx Support through the Case Portal.
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Logs and files can be hard to find if you’ve never had to deal with them before.  This Alteryx Analytic Application will help gather most of the common logs and environmental files Support requests in one fell swoop!
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Steps for troubleshooting the "unable to translate alias" error when uploading or running an app/workflow on Server.
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