Troubleshoot Analytics issues · WorkFusion Documentation

Analytics page error: Cannot get trusted ticket

Expand to learn more

Symptoms

The Analytics page in Control Tower shows the Cannot get trusted ticket error.

Resolution

To fix the issue, follow the steps below:

In the \$WorkFusionServer\\config\\tabsvc.yml file, find the wgserver.trusted\_hosts row. It should contain the Master server’s hostname (IP).
If not, change the row and restart the Tableau services to apply the configuration.
If the row is configured properly, but the issue persists, restart the Tableau services.

Dashboards do not display data

Expand to learn more

Symptoms

Dashboards do not display data for a recent period (last days, weeks, and so on), whereas old data is displayed normally.

Resolution

It is necessary to check the Extracts status on the Tableau server.

Log in to the Tableau Server via the browser (https://tableau_hostname/).
Go to Status > Background Tasks for Extracts and check the Extracts status.
In case it skipped the status, go to Workbooks > Refresh Schedules and run Extracts manually.
In case of DB connection issues, check the connection settings and credentials in the Workbooks Data Sources.

No license found for Tableau Server during offline key activation

Expand to learn more

Symptoms

Unable to activate the Tableau Server key TSVR-xxxx in the offline mode.

Resolution

As a short-term workaround, the WorkFuison Support team can provide a temporary NFR Tableau license to the customer. The temporary license duration is 120 days.

The long-term solution is as follows: as the TSVR-xxxx key cannot be activated, most probably, due to its recent update, a request to the Tableau Support should be submitted to replace the existing license key with a new one. Request assistance of the WorkFusion Support Team to get an updated TSUH-xxxx key. After offline activation, the key should work without issues.

Some quick checks can confirm that the environment is licensed and operates as expected.

Tableau Data Sources could not connect to MS SQL with custom port

Expand to learn more

Symptoms

When a non-default (non-1433) MS SQL port is used in the environment, Tableau Data Sources cannot connect to the server.

Resolution

Remove the non-default port from the Port field and add it to the Server name field (comma-separated).

Tableau connection issues

Expand to learn more

Symptoms

When using highly loaded Tableau servers, logins to Control Tower can fail due to long response times from the Tableau service.

Resolution

To avoid the issue, new properties were introduced:

tableau.rest.api.connect.timeout
tableau.rest.api.read.timeout

The Tableau properties to set up the connection timeout and read timeout are set in the workfusion.properties file in the \${workfusion\_folder\_tomcat}/conf/folder.

These are the default values for the new properties:

# The underlying URLConnection's connect timeout (in milliseconds).
# A timeout value of 0 specifies an infinite timeout.
tableau.rest.api.connect.timeout=30000

# The underlying URLConnection's read timeout (in milliseconds).
# A timeout value of 0 specifies an infinite timeout.
tableau.rest.api.read.timeout=30000

Clean up disk

Expand to learn more

Symptoms

The logs of the Analytics component can take too much space and pile up. If you don't clean them up regularly, you can suddenly find yourself out of disk space, and with the services stopped.

Resolution

To avoid such a situation, it is recommended to schedule the cleaning script for running on the Analytics server:

tsm maintenance cleanup -l --log-files-retention <number-of-days-to-keep-logs> # for example, set "7" to keep logs for one week

No data in Speed dashboard

Expand to learn more

Symptoms

In v.10.2.4.1 and v.10.2.4.2, the Speed dashboard in Control Tower shows no data.

warning

Running ETL after cleaning can take a lot of time and increase database load!
In case Data Purge was performed, cleaned data will not appear in Analytics.

Resolution

To resolve the issue, do as follows:

Stop ETL schedulers. On the BI server, select the project named as your site. Go to the Schedules tab, select the 15min-schedule and aa-etl-15min-schedule schedules, and click ... > Disable to disable the analytics schedules.
Make sure no active tasks are running. To do this, go to Status > Background Tasks for Extracts.

Run the following script to fix the issue:

use workfusion
go
declare @schema nvarchar(100) = 'dm';
declare @table_name nvarchar(128);
declare @sql nvarchar(max);

declare cur cursor local fast_forward read_only for 
select t.name
from sys.tables t
where t.schema_id = schema_id(@schema)
and t.name not in ('etl_tables', 'DATABASECHANGELOGLOCK', 'DATABASECHANGELOG', 'etl_log', 'etl_datamart_2_template', 'dp_log', 'dp_config', 'config_username','numbers');

open cur;
while 1=1
begin
    fetch next from cur
    into @table_name;
    if @@fetch_status != 0
        break;
    select @sql = 'truncate table ' + @schema + '.' + @table_name + ';'
    print @sql;
    exec sp_executesql @sql;
end;

close cur;
deallocate cur;

update dm.etl_tables
set last_id = NULL, last_date = NULL, last_rv = NULL
where target_name not in ('wh_bep_metric', 'wh_bep_agent');

alter table dm.ct_task_execution alter column accept_date datetime2;
alter table dm.ct_task_execution alter column submit_date datetime2;

drop index idx_wh_transaction_item_work_type_end_date on dm.wh_transaction_item;
alter table dm.wh_transaction_item alter column process_execution_start_date datetime2;
create nonclustered index idx_wh_transaction_item_work_type_end_date on dm.wh_transaction_item (work_type, end_date) include (transaction_e2e_id, processing_time, odf_transaction_uuid, process_status, process_execution_start_date);
go
/**************************************
DESCRIPTION:
    ETL for ct_task_execution table
**************************************/
create or alter   view dm.etl_ct_task_execution_v
as
    select
         ahq.id
        , coalesce(w.id,0)      as 'worker_id'
        , ahq.hit_id            as 'task_instance_id'
        , ahq.accepttime        as 'accept_date'
        , ahq.submittime        as 'submit_date'
        , ahq.completionDate    as 'last_modified_date'

    from ct.awshitquestion  ahq
    left join ct.awshitassignment   as aha 
        on ahq.hit_id = aha.hit_id
    left join ct.worker as w
        on aha.workernativeid = w.nativeworkerid
        where ahq.hit_id is not null
    ;
GO

Enable back the schedulers from Step 1 on the same page by clicking ... > Enable.
Run the schedules by clicking ... > Run Now. First, run aa-etl-15min-schedule, then 15min-schedule.
Check the result in the ETL Process Log view.