Cloud Server Troubleshooting

Browser Test

For a simple check that the Cloud Service is operating on the specified ports defined in the configuration file, you can enter this address into a web browser:

<protocol>://<machineName>:<port>

For example, on the Cloud Server:

http://localhost:804/

https://sparxcloud.com

If the port is enabled the following message is returned:

Sparx Systems Cloud Server

Congratulations, your server is now ready to host your models. Connect through the

configuration client to add or remove models.

If this message is not displayed, confirm the server and port name, check for other services listening on the specified port and check the server log file for error messages.

Errors shown in Enterprise Architect System Output

Error Message	Meaning
HTTP Status 401 Access Denied	Indicates a failure to authenticate with the server. With the built-in web server, this error will occur if an invalid username or password was provided, or no username or password were provided.
HTTP Status 403	Indicates an attempt to access a model that is marked on the server as 'Require authenticated and secure connection'. This might indicate that you are connecting using an http protocol instead of https, or that the port you are using is not providing authentication to the model you are connecting to. Check that you are using https. Check with the system administrator that the security authentication option is pointing to a model with security enabled.
HTTP Status 500 Unable to connect to service	The connection is not being accepted. Check the server name Check the firewall settings on the client and server Check the ports the server is listening on
The database manager for this database was shut down	Enterprise Architect established a connection to a Cloud Service, and requested to connect to a known repository, but the repository is currently disabled. Ask your system administrator to check the 'Enabled' option for the database in question.
There is no database manager configured for the requested repository	Enterprise Architect established a connection to a Cloud Service, but the model name requested does not match any defined database on the server.
Unable to connect to Database	Enterprise Architect established a connection to a Cloud Service and requested to connect to a known repository; however, when the server attempted to open a connection to the database using the supplied details, it failed. Note: Whenever this error occurs, a Warning-level message that contains more detailed information will be written to the Cloud Server logs. If the repository is: Using ODBC, ask your System Administrator to check that an ODBC connection is defined as a System DSN (not a User DSN) on the server, that all connection parameters are correct, and that the database username and password have been saved into the ODBC DSN or the connection string Oracle, ask your System Administrator to verify that the user name and password were saved with the connection string and that all other options in the connection are correct SQL Server connecting via OLE DB and Windows authentication, ask your System Administrator to verify that the user name the Cloud Service is running under has been granted permission to the SQL Server database (at a minimum it will need the roles db_datareader and db_datawriter) and that all other options in the connection are correct SQL Server connecting via OLE DB and SQLServer authentication, ask your System Administrator to verify that the defined user name has been granted permission to the SQL Server database (at a minimum it will need the roles db_datareader and db_datawriter), that the option to save the password with the connection string was enabled, and that all other options in the connection are correct

Reading Server Logs

There are two key sources of troubleshooting information to determine the cause of connection errors. The first of these is the server logs.

When troubleshooting, it is recommended that the Cloud Services LOG_LEVEL property be set to the highest level, SYSTEM.

In the [INFO]: [AUDIT] section, each line has three parameters at the end. These are, from right to left:

Acquisitions - the total number of times that the server received a request for this database since the last audit
Max Active - the highest number of concurrent connections created
Free - the current number of those connections that are not being used

Log Message	Explanation
Started database managers	When a Cloud Server is initially started, it writes the list of available models to the log file. For each model you have added, you should see a line such as: [SYSTEM]: SUCCESS Added database manager msdasql.1:anonymous@mymodel If the log file is missing any lines, or if the message doesn't read 'SUCCESS' this might indicate a problem with the model connection.
Open port list	When a Cloud Server is initially started, it writes to the log file the status of all ports on which it tries to listen. For each port, including the management port and any http/https ports, you should see a line such as: [SYSTEM] SUCCESS Bound and listening on port 803. If the log file is missing any lines, or if the message doesn't read 'SUCCESS' this might indicate a problem with the server port. A common error here is: Unable to create secure server on port 443. Possible causes of this are: Keyfile not found at C:\Program Files (x86)\Sparx Systems\Cloud Services\Service\server.pem The server.pem file is an invalid certificate (that is, a private key is missing) Certificate Authority file not found or invalid at C:\Program Files (x86)\Sparx Systems\Cloud Services\Service\cacert.pem
Unable to connect to database	During operation, the server will write to the log file any failed attempts to open a model. This will generally not occur until a user attempts to connect to the database. Errors that can occur here are: REQUEST_CONNECT FAIL. Error (5): Unable to connect to database This means that the server attempted to open a connect but it failed. If you see this message, review the list of potential reasons outlined in the Errors shown in Enterprise Architect System Output section.

Log Message

Explanation

Started database managers

When a Cloud Server is initially started, it writes the list of available models to the log file. For each model you have added, you should see a line such as:

[SYSTEM]: SUCCESS Added database manager msdasql.1:anonymous@mymodel

If the log file is missing any lines, or if the message doesn't read 'SUCCESS' this might indicate a problem with the model connection.

Open port list

When a Cloud Server is initially started, it writes to the log file the status of all ports on which it tries to listen. For each port, including the management port and any http/https ports, you should see a line such as:

[SYSTEM] SUCCESS Bound and listening on port 803.

If the log file is missing any lines, or if the message doesn't read 'SUCCESS' this might indicate a problem with the server port.

A common error here is:

Unable to create secure server on port 443.

Possible causes of this are:

Keyfile not found at C:\Program Files (x86)\Sparx Systems\Cloud Services\Service\server.pem
The server.pem file is an invalid certificate (that is, a private key is missing)
Certificate Authority file not found or invalid at C:\Program Files (x86)\Sparx Systems\Cloud Services\Service\cacert.pem

Unable to connect to database

During operation, the server will write to the log file any failed attempts to open a model. This will generally not occur until a user attempts to connect to the database. Errors that can occur here are:

REQUEST_CONNECT FAIL. Error (5): Unable to connect to database

This means that the server attempted to open a connect but it failed. If you see this message, review the list of potential reasons outlined in the Errors shown in Enterprise Architect System Output section.