The information below details common Gateway integration error messages including the cause and solutions. These errors are applicable to Solver Cloud customers only. Please reference this kb article for troubleshooting steps should your integration fail to complete.
This article is broken down into the following sections:
- How to Find the Error Logs
- Restarting the Gateway OnPrem Service
- Troubleshooting Gateway integrations
How to Find the Error Logs?
The Gateway application generates and stores error logs which provide detailed error messages for when the application fails. These log files can be found in the hidden ProgramData folder.
- First, navigate to the C:\ drive, or another hard drive where the Gateway is installed.
- Click on the View tab, check off the Hidden items to expose the hidden folder.
- Click into the now exposed ProgramData folder Solver Gateway On-Premise Logs
- You should see a list of log files.
Restarting the Gateway OnPrem Service
The Gateway service should be running at all times, if it is not running, your Gateway integration will fail.
- Go to the machine where the Gateway application is installed
- Navigate to the start menu, search for Services
- Look for a service called Gateway OnPrem.
- Right-click on said service, select Restart
- Re-select the data connection within your integration, then save and publish the integration to save the settings.
Please ensure all recovery modes are set to Restart the Service after failures.
Troubleshooting Gateway integrations
Common Errors in Gateway Setup
Service 'GatewayOnPrem' (GatewayOnPrem.exe) failed to start
The attempted installation of Cloud's Gateway connector results in the following error and installation of Gateway does not complete:
Check to verify the port for Gateway is not blocked by a firewall or occupied by another application. The gateway uses port 8080 by default. If the gateway is being installed on a web server, this port may be blocked.
Login failed for user 'NT AUTHORITY\SYSTEM'
When the user attempts to set up a Data Source with windows authentication in the Gateway application, it returns a "400 - Bad Request, Login failed for user 'NT AUTHORITY\SYSTEM' " error. The user has verified the windows user being used in the connection has the required permissions, all information has been input correctly as well. However, the Gateway continues to return the login fail error and references a system user rather than the actual windows user.
The application is passing off the system user "NT AUTHORITY\SYSTEM" rather than the actual windows user typed in even though windows authentication is selected.
- Log in to the computer as that windows user and setup the Gateway
- From the computer where Gateway is installed, change the service to run as the Windows user instead of "Log on as Local System Account" in Properties
NOTE: Each time the credential expires for the windows user, the credential will need to be updated in Properties for the Gateway OnPrem service again.
Gateway AppData Folder Error During Install
The attempted installation of Cloud's Gateway connector immediately results in one of the following two errors (or both):
The Gateway software needs access to the AppData folder during install in order to install some ancillary files and most likely, the user installing does not have access to the AppData folder location/there is not enough space in this folder to install. Assure the user installing the Gateway has write privileges to the AppData folder C:\Users\<UserName>\AppData, as well as that there is enough memory in this location to install the ancillary files Gateway will be installing.
Gateway Unable to read CSV files in Data Connection
Verify if there is a duplicate column name or special characters in the file and ensure each column name is unique.
Gateway Integrations Timing Out
A user finds that their previously working Gateway integrations are failing with either one of the below timeout errors.
|"Timeout expired after 30 minutes"|
|"Gateway client has not sent over a single one of the remaining batches for more than 60 minutes"|
|"We didn't receive a response from your Gateway On-Premise installation. Please verify that it's up and running"|
This issue can be caused by various reasons:
- The Gateway OnPrem Service is unable to be reached due to the service no longer running (i.e. automatic updates on the server the Gateway application is installed on, database backup, or machine has been shut off, etc.)
- The Web service account is no longer valid (i.e. password expires)
- Lack of resources on the Gateway machine to handle the data load.
If you are not sure which one of the above is the root cause, begin troubleshooting with #1, then move on to #2. You may also contact Solver Support to help determine if #3 is the problem.
For #1, this scenario applies if each integration keeps failing after the first "Timeout expired" message. It this case, follow the below instructions to restart the Gateway OnPrem Service:
- Go to the start menu, search for Services
- Look for an application similar to BI360 Gateway or Gateway Services
- Right-click on the services, select Restart
- Log out of the Cloud tenant, close out of the browser, then re-login to the tenant
- Verify if you can see the data connection now
For #2, check out this KB article to verify the web service credential being used in the data connection in the Gateway application.
For #3, it is recommended that the Gateway be installed on a dedicated machine to ensure it has sufficient resources to run integrations. In terms of system specs, we can only provide the minimum requirements, depending on the organization's usage, you may need to beef up the machine accordingly. Some hints that you may be coming across a configuration issue include
- When querying the data source, it takes a long time to retrieve the results.
- Investigate ways to make the queries run faster on the SQL server
- Ram usage is consistently high on the Gateway server
- Increase the ram on the Gateway server
Please reference our system reqs for more information on the server specs for the Gateway.
Task Details Stuck in Spinning
The user moved the Gateway app to a new server. When they tried to update the Source Table and Target Table in the integration Task Details, the two fields kept spinning and it eventually timed out.
The spinning wheel indicates the Cloud cannot establish a connection to the data source, in this case, the integration lost connection to the Gateway app.
Since the Gateway is moved to a new server, the data connection in the Gateway app will need to be updated to use the correct server and any fields that were changed. The data connection is used in the integration will need to be "refreshed" in Cloud as well.
- Go to http://localhost:8080 on the machine where the Gateway application is installed
- Log in to Gateway, Solver does not keep track of clients' credentials, you will need to obtain this from the person who manages the integrations
- Click on the data connection that is being used for the failing integration
- Verify all the fields are correct, update any fields that need to be updated. Then click Save.
- Search for "Services" in the start menu, search for "Gateway OnPrem", right-click and restart the service.
- Navigate to Cloud, click on the failing integration, it should direct the user to the Task Details page
- Navigate to the "Gateway" tab, you should see a dropdown list that allows users to choose the data connection, select the appropriate connection
- Navigate to the mapping page, click "Preview" on the source data to verify if the connection is re-established
- Save the changes. You may now re-run the integration.
System Memory Exception
The user experiences the following error when running the integration:
Exception of type 'System.OutOfMemoryException' was thrown.
This is due to some form of space allocation issue such as:
- Local drive is out of space
- RAM is being 100% utilized
Your Local C drive is running out of space due to the cache getting too large. This can be resolved by increasing the space of the local drive. We recommend a minimum of 40GBs of free space whenever an integration is run. This is in our gateway system requirements. The next possibility is due to a bug prior to version 2.4 of Solver Gateway. Please upgrade to the latest version available to resolve this.
RAM being 100% utilized is a symptom of the SQL server allocating too many resources to run the integration. This can be due to some other possibilities such as a bad query or a need to use tables rather than a view when doing an integration, but the most common issue is that the Gateway needs to be moved to a dedicated server or more RAM needs to be allocated.