Troubleshooting Guide: General Website Loading Issues

[intapiuser]

This page is meant to provide an initial reference for website loading issues.

Topics:

1. Page Doesn't Show Up

2. No Dashboard Panel on Left Side of Analytics Page/Bottom of Analytics Page

3. Queries are not Returning Data (Including Dashboards)

1. Page Doesn't Show Up

Note: If you have just set up SSL on 7.2 refer to our SSL troubleshooting guide here.

Sisense Version 7.2 and above

On Sisense 7.2 and above, this error could look like the screenshot below:

To resolve, follow steps below:

1. On your Sisense webserver, open the Control Panel
2. Click on 'Administrative Tools'
3. Click on 'Services'
4. For each of the services, please find them in the list and repeat steps 5&6, in the following order:
        Sisense.Gateway
        Sisense.Broker
        Sisense.Galaxy
5. Right-click on it and select 'Stop' (make sure its status field becomes blank)
6. Right-click on it and select 'Start' (make sure its status field changes to "Running")

If this does not resolve the issue you are facing, please create a ticket with our support team that includes the application-logs directory on your Sisense webserver (located C:\ProgramData\Sisense\application-logs).

Sisense Version 7.1 and below

Sisense Verison 7.1 and below runs on the Microsoft program Internet Information Services (IIS). Sisense Version 7.2 runs on NodeJS and most of the site no longer runs on IIS which means you are not likely to run into this same issue on Sisense 7.2 and above.

On Sisense 7.1 and below, this error could look like the screenshot below:

To resolve, follow the steps below to restart IIS:

1. On your Sisense webserver, go to the Start Menu and type 'cmd'
2. Right-click the shortcut and choose 'Run as Administrator
3. In the command line, type: 'iisreset' hit Enter, and wait for the IIS server to restart.
4. Close the command prompt window.
5. Try to reload the website, keep in mind it can take a few minutes for the site to come back up (longer when there are very large cubes or a large number of cubes).
   • You'll know the site is back up when where are 7+ node.exe processes within Task Manager
     

If this does not resolve the issue you are facing, please create a ticket with our support team that includes the iisnode directory on your Sisense webserver (located C:\Program Files\Sisense\PrismWeb\vnext\iisnode).

2. No Dashboard Panel on Left Side of Analytics Page/Bottom of Analytics Page

This issue could look like the screenshot below where you are not able to see any of your dashboards in the left panel or in the section at the bottom of the Analytics page:

Sisense Version 7.2 and above

To resolve, follow the steps below to start services:

1. On your Sisense webserver, open the Control Panel
2. Click on 'Administrative Tools'
3. Click on 'Services'
4. For each of the services, please find them in the list and repeat steps 5&6, in the following order:
        Sisense.Galaxy
        Sisense.Gateway
        Sisense.Broker
5. Right-click on it and select 'Stop' (make sure its status field becomes blank)
6. Right-click on it and select 'Start' (make sure its status field changes to "Running")
7. Open your Sisense website within a new browser window

If this does not resolve the issue you are facing, navigate to the following URL: /app/test (for example http://localhost:8081/app/test) and see which services (if any) are failing.

Please create a ticket with our Support Team that includes the application-logs directory on your Sisense webserver (located C:\ProgramData\Sisense\application-logs) and a screenshot of the results of the /app/test site. Please also mention if your organization uses AD within Sisense.

Sisense Version 7.1 and below

This is unlikely to happen on Sisense Version 7.1 and below.

If you do run into this issue, please create a ticket with our support team that includes the iisnode directory on your Sisense webserver (located C:\Program Files\Sisense\PrismWeb\vnext\iisnode) and the DB directory on your Sisense webserver (located C:\ProgramData\Sisense\PrismWeb\Repository\DB).

3. Queries are not Returning Data (Including Dashboards)

The primary symptom is that the dashboard returns yellow diamonds for every widget even through the ElastiCube exists and is running as shown in the screenshot below:

The dashboard could also show the loading icon for a very long time, or 500 error

Sisense Version 7.2 and above

Disclaimer: If your organization is using Active Directory (AD) please open a ticket with our support team to assist in troubleshooting.

To troubleshoot On your Sisense webserver, navigate to the following URL: http://localhost:14996/paths and see what the site responds with:

1. If you see data returned, like shown in the screenshot below:
   
   Restart the ECMS service by following the steps below:
   
   1. On your Sisense webserver, open the Control Panel
   2. Click on 'Administrative Tools'
   3. Click on 'Services'
   4. For each of the services, please find them in the list and repeat steps 5&6, in the following order:
           Sisense.ECMS
   5. Right-click on it and select 'Stop' (make sure its status field becomes blank)
   6. Right-click on it and select 'Start' (make sure its status field changes to "Running")
2. If you do not see data returned, like shown in the screenshot below:
   
   Restart IIS by following the steps below:
   
   1. On your Sisense webserver, go to the Start Menu and type 'cmd'
   2. Right click the shortcut and choose 'Run as Administrator'
   3. In the command line, type: 'iisreset' hit Enter and wait for the IIS server to restart.
   4. Close the command prompt window.
   5. Try to reload the dashboard.

If the steps above did not resolve your issue, please do the following to create a new catalog folder which will most likely resolve the issue:
Important note: Please be aware that your build-scheduling settings will be erased after the operation, so you will need to re-configure these on all your ElastiCubes.

1. Open the start menu or Task Manager and search for 'Services'
2. Find the following services and stop them
        'Sisense.ECMS'
        'Sisense.ECMServer'
3. Open the following path - C:\ProgramData\Sisense\PrismServer and rename the 'ElastiCubeCatalog' to 'ElastiCubeCatalog1'.
4. Open the 'Services' as previously done and start the 'Sisense.ECMS' and 'Sisense.ECMServer' service once again, this will take a bit longer than usual forcing Sisense to create a new catalog folder.
5. Once the services are back up, try to reload the dashboards

If this does not resolve the issue you are facing, please create a ticket with our support team that includes The ECS logs (located here: C:\ProgramData\Sisense\PrismServer\PrismServerLogs). Also inform the agent what you have tried to do to resolve the issue so far and whether your organization has integrated Active Directory (AD) with Sisense.

Sisense Version 7.1 and below

To troubleshoot, follow the steps to restart the ElastiCube Management Service:

1. On your Sisense webserver, open the Control Panel
2. Click on 'Administrative Tools'
3. Click on 'Services'
4. For each of the services, please find them in the list and repeat steps 5&6, in the following order:
        ElastiCubeManagementService
5. Right-click on it and select 'Stop' (make sure its status field becomes blank)
6. Right-click on it and select 'Start' (make sure its status field changes to "Running")

If the steps above did not resolve your issue, please do the following to create a new catalog folder which will most likely resolve the issue:
Important note: Please be aware that your build-scheduling settings will be erased after the operation, so you will need to re-configure these on all your ElastiCubes.

1. Open the start menu or Task Manager and search for 'Services'
2. Find the 'ElastiCubeManagementService' and stop it
3. Open the following path - C:\ProgramData\Sisense\PrismServer and rename the 'ElastiCubeCatalog' to 'ElastiCubeCatalog1'.
4. Open the 'Services' as previously done and start the 'ElastiCubeManagementService' service once again, this will take a bit longer than usual forcing Sisense to create a new catalog folder.
5. Try to reload the dashboard.

If this does not resolve the issue you are facing, please create a ticket with our support team that includes The ECS logs (located here: C:\ProgramData\Sisense\PrismServer\PrismServerLogs). Also inform the agent what you have tried to do to resolve the issue so far and whether your organization has integrated Active Directory (AD) with Sisense.