Install Error Service 'W3SVC' (W3SVC) failed to start
During the install of Sisense, you may run into the following error: We're sorry, There was an error with your Sisense installation Service 'W3SVC' (W3SVC) failed to start. Please restart your computer and try installing again. The W3SVC service is a Windows service that is responsible for making IIS (Internet Information Services) work. The W3SVC service also manages the HTTP protocol and HTTP performance for IIS which needs to be running to allow Sisense (and other sites) to work. This issue is indicating one of two things: IIS or some of the program's components are not installed on the machine and failed to install during the Sisense installation process. One of the IIS services are not currently running (either IIS overall or W3SVC service). Resolution To resolve this issue, please do the following: Installing and Enabling IIS Close out of the Sisense Installation On your machine, search "Turn Windows features on or off" Look for "Internet Information Services", and make sure that all of the components which are checked in this screenshot are checked on your machine: Internet Information Services > World Wide Web Services > Application Development Features Restart your machine. Attempt the Sisense install again If this does not resolve your issue, please reference the Restarting IIS Services section of this article. Restarting IIS Services Restart IIS In your start menu type 'cmd'. Right click the shortcut and choose "Run as Administrator" In the command line, type: iisreset , hit Enter and wait for the IIS server to restart. If you end up getting some sort of error about not having IIS Start the W3SVC Service In the command line, type net start w3svc , hit Enter and wait for the W3SVC service to start If it is already started, the CMD line will tell you Close the command prompt window. Try to run the Sisense installer again as an Admin[Custom SMTP Email Server] - Outlook365 Error `432 4.3.2 STOREDRV.ClientSubmit; Sender Thread Limit Exceeded`
Question: As of version 7.3, If you're using Outlook365 (not on-prem) as your SMTP server, you might encounter the following error when sending batch emails: 432 4.3.2 STOREDRV.ClientSubmit; sender thread limit exceeded Essentially, this error is thrown back from the SMTP server telling us that we've opened too many simultaneous connections which exceeds the limit (3) of the server. Solution: The reporting engine utilizes nodeMailer to send out emails. Its transport is configurable so what we'd need to do is limit the number of connections it opens and utilize a pooled connection. To change these settings: 1) Create a backup of the file C:\Program Files\Sisense\app\galaxy-service\src\features\emails\v1\mailSender.js 2) Open the original and modify the following object: function getSmtpTransport( ){ ... return mailer.createTransport( { maxConnections: 3, //<-----------ADD THIS LINE pool: true, //<-----------ADD THIS LINE host: emailServerConfig.host || 'localhost', port: emailServerConfig.port || 465, secure: emailServerConfig.secure || false, ignoreTLS: emailServerConfig.ignoreTLS || false, requireTLS: emailServerConfig.requireTLS || false, connectionTimeout: emailServerConfig.connectionTimeout || 10000, greetingTimeout: emailServerConfig.greetingTimeout || 5000, socketTimeout: emailServerConfig.socketTimeout || 5000, logger: emailServerConfig.logger || false, debug: emailServerConfig.debug || false, auth: auth } ); } 3) Restart Sisense.Galaxy service. If that does not help you please create a support ticket and our support agents would be happy to help. Sources: https://nodemailer.com/smtp/pooled/ https://support.microsoft.com/en-us/help/4458479/improvements-in-smtp-authenticated-submission-client-protocolError exporting to PDF
Sisense allows you to generate a PDF report of your dashboard when you need to take copies of your dashboards with you for meetings or sharing them with others. This article gives detailed troubleshooting steps on how to handle PDF export failures on all Sisense versions. How Does It Work? When you click Download PDF or the PDF icon in the menu bar , a preview of your report is opened. After you have defined the appearance of your report, you can save the layout of the dashboard by clicking Save. The next step is to click Download PDF, your saved layout will be downloaded into a PDF file. Disable All Plugins One of the most common causes of a PDF export failure is due to a faulty plugin. If you cannot export any report to PDF, then the issue is most likely due to plugins. Firstly, disable all the plugins. To do so, go to Admin → Plugins under System Configuration and toggle the switch to disable each plug-in. To disable all plugins at once, select each Plug-in and toggle the Disable Selected switch: If the report is exported to PDF successfully, then you can switch on the plug-ins one-by-one to find the problematic one. When you find a problematic plug-in, make sure you have the latest version of the plug-in installed. If disabling all plugins does not work we recommend going to the actual "plugins" folder on the Sisense server and removing all the plugin folders manually. For versions 7.2 and higher the "plugins" folder can be found in C:\Program Files\Sisense\app\plugins For versions 7.1 and lower the "plugins" folder can be found in C:\Program Files\Sisense\PrismWeb\plugins Disable All Scripts An easy way to determine where the issue is, is to create a new simple widget and try to export it. If the dashboard is exported successfully, it means that the issue is local, and you need to check the scripts applied to your widgets and dashboards. Try to disable your scripts to understand if it affects your PDF exports. Once you find the broken script, you will need to fix it. To disable a script, you need to open the Script Editor and disable your script by commenting it out. It can be commented out by adding ‘//’ to the beginning of each row. For dashboard scripts, for the dashboard, in your dashboard, click Edit Script For a specific widget, click on the widget in Edit mode. 7.2 And Later Further Troubleshooting If you are using Sisense installation which is on V7.2 and above and still experiencing errors with PDF exports, it is possible that it is related to a Configuration Manager setting. To troubleshoot this, on a Sisense webserver take the following steps: (please note that this could make your site unavailable for a short period of time so take care to do this off-hours if in a production environment) In a web browser (Chrome is preferred but any of the supported web browsers are OK), navigate to http://localhost:3030 You will see the Configuration Manager appear Scroll down to the "Domain Binding" section. If this field is populated, remove the entry. There are only a few specific reasons to have this set. If your Sisense domain is attached to the server via a DNS entry you typically do not need to set this. Click the 'Save' button at the top right-hand corner 7.1 And Earlier Further Troubleshooting If you are using Sisense installation which is below V7.2 and still experiencing errors with PDF exports, it is possible that it is related to a local configuration file issue. To verify the configuration is correct, please follow the below: If you have an domain defined on your server, make sure the setting in 'Admin'-->'system configuration' does not include "http://" Make sure that you have access to the domain URL from the local server (ie. http://bi.my.company.com/) If you have SSL configured - please make sure you can browse to the secure site locally as well (ie. https://bi.my.company.com/) Check bindings: Open the Windows IIS Manager -> Navigate to each of the websites -> "Bindings" and make sure that no two websites bind to same port (double bindings) Go to "Add or Remove Programs" -> Right click on Sisense and choose "Change..." -> In installation window "Continue" -> "Change Settings" and verify that the port configured matches the port specified in the IIS Manager for Sisense Web If these troubleshooting steps do not fix the issue, you may need to edit the exporting section of the default.yaml file. Find the file here: C:\Program Files\Sisense\PrismWeb\vnext\config The exporting section is located at the end of the file, and there are 3 variables you may have to change- host, port, and protocol. Please set these variables to the values that are used to access Sisense Web on the server. For example, if you access Sisense Web by going to http://test.dashboards.com, you would set the variables tohost: "test.dashboards.com" port: 80 protocol: "http" After making the changes, save the file, and restart IIS. Log Files For further investigation detailed logs on the any PDF related errors can be found below For Sisense V7.1.3 and earlier: C:\Program Files\Sisense\PrismWeb\vnext\iisnode For Sisense V7.2 and later: C:\ProgramData\Sisense\application-logs If you are still seeing issues after following this guide please feel free to contact Sisense Support for further assistanceEmail Troubleshooting - Sisense 7.2+
This guide will demonstrate a few official first steps for troubleshooting many of the common issues that we see with the emails portion of the Sisense Application. This guide exclusively focuses on Sisense Version 7.2+. Please follow all of the relevant steps in this article to troubleshoot the issue initially, and, if after performing these steps you still experience an issue, our support team will be more than happy to assist you. Basic Troubleshooting Step 1 - Check Configuration: In Sisense Version 7.2, the framework of the web application moved from an IIS hosted platform to a NodeJS application infrastructure. In doing this, all elements of the application are now hosted in "microservices", which are processes that run as tasks on the server and control particular application components. The creation, sending, and logging of emails is performed by the galaxy service (Sisense.Galaxy in the task manager), while the scheduling of the email exports is managed by the Jobs service (Sisense.Jobs in the task manager). As such, the first step to troubleshooting any email issue should be to ensure that the "send emails" setting of the application is on: Note: If you are not seeing the email option in your sharing dashboards module, it is likely that this setting is turned off. Step 2 - Check Plugins and Customization: Once we have confirmed that the emails are turned on, and we expect to see emails, the next step is to disable all of the plugins on the server for another round of testing. Common reasons for email failures: Unsupported, community plugins Out of date officially supported plugins Custom scripts Once all of the plugins are turned off, restart the following services, then send a test email: Sisense.Plugins Sisense.Galaxy Sisense.Gateway If the email comes through successfully, then walk through the plugins testing all possible plugin combinations until you are able to determine exactly which plugin is the culprit of the issue. If the plugin is an officially supported plugin, check to see if there is a newer version to install, and if there isn't a newer version, please open a support ticket documenting the exact replication steps and plugin name for our product team to update. If the plugin is an unsupported community plugin, look through the comments on the page to see if the author has updated the plugin recently or provided new code, and if not, feel free to comment on the page and see if the author is able to update the plugin or not. Repeat this same process for any custom dashboard or widget scripts as well. Step 3 - Check Reporting Engine (Only Relevant for Dashboard Reports) Many users schedule emails to provide them with updated dashboard reports at certain regular intervals (or in an ad hoc manner). To create these emails our application relies on its internal reporting engine to export a PDF version of the dashboard itself. If this component is failing on its own, then it will also affect the emails being sent out, as they will not be able to generate the content of the email. To test this, open the dashboard that you are trying to email a report of, and attempt to download a PDF version of the dashboard locally, using the PDF button in the top right of your dashboard. If you are able to export the PDF successfully, then the issue is likely not caused by the export engine. If the user receives an error, or the PDF does not download correctly, then this could likely be the root cause for the email issue as well. If this is the case, please refer to this document for further troubleshooting techniques specific to export to PDF: Error Exporting To PDF Step 4 - Check Pulse (Only Relevant for Pulse Emails) Many users also rely on Sisense's email service for pulse notifications. Similar to the Reporting Engine section, if there is an error with the pulse mechanism, then it will likely affect those notifications as well. You can test this in a very similar manner as the PDF exports, by forcing your data to meet one of the criteria for a pulse alert, and then checking to make sure that the condition is seen in your Pulse tab of your application, and to check whether or not you received a notification through any other delivery method (mobile, on site popup, etc.). If you see that the Pulse system seems to be failing as a whole, please refer to this documentation for troubleshooting Pulse: Pulse Troubleshooting Step 5 - Restart Services Sometimes, for a variety of reasons, a service reset may be required by the system. In such a case, try restarting the Sisense.Jobs, Sisense.Gateway, and Sisense.Galaxy services. If after doing such, the test emails are still failing to be sent out, zip up your Sisense Galaxy and Sisense Jobs Application Logs, and open a ticket with our support team. The logs can be found at the following paths: C:\ProgramData\Sisense\application-logs\galaxy C:\ProgramData\Sisense\application-logs\jobs-service If a restart of the services does fix the issue, you can still send the Galaxy and Jobs logs to our Sisense support team for further root cause analysis to determine what was the source of the issue. Step 6 - Open a Support Ticket If after performing all five of the steps above, and your issue is not addressed anywhere else in this document, please take a zip file of the following two log paths, and open a ticket with our support team. C:\ProgramData\Sisense\application-logs\galaxy C:\ProgramData\Sisense\application-logs\jobs-service In the ticket, please provide them with the exact issue that you are experiencing (with screenshots if possible), a rough time stamp of the last time a user tried to send an email (this makes sifting through the logs much easier), and any other details or history, particularly about any changes made at a software or hardware level that may be relevant from the time when emails were last working to the time at which they stopped. Custom Email Server Troubleshooting By default, Sisense emails are sent from a [email protected] email address. This settings, however, can be modified to be sent from an email of the user's choosing using two different methods. The first is by contacting Sisense to use our custom MailChimp email server. To use a personal email, but through Sisense's email server, you will need to follow the instructions at the following documentation: Changing The Sisense Email Sender Otherwise, users can opt to host their own email server, and simply connect it to the Sisense application through Sisense's REST API. The documentation for that setup can be found here: Setting Up a Custom Email Server Troubleshooting User's Custom Email Server While the set up and maintenance of a user's own custom email server is considered out of the realm of typical Sisense support, the most frequently reported issue from using a custom email server is network connectivity from the server running Sisense to the custom email server itself. To troubleshoot this issue, we recommend trying to run an email through the server without it interacting with Sisense. To do this, a user can use the send mail message command in Microsoft's PowerShell from the Sisense server. Documentation for that particular command can be found here: Powershell: Send-MailMessage The commands to test should look something like the following: $cred =new-object Management.Automation.PSCredential <"[email protected]">, (<"EMAILPASSWORD"> | ConvertTo-SecureString -AsPlainText -Force) Send-MailMessage -From <[email protected]> -To <[email protected]> -Subject "Test Email -Body "Test E-mail (body)" -SmtpServer <SMTP.SERVERNAME> -Port <NUMBEROFPORT> -Credential $cred If you are able to send out the email using that command, then there is likely some configuration or problem within your Sisense email configuration. If you are not able to send out an email using that command, then there is likely an issue with the configuration of the custom SMTP email server, and not necessarily within the Sisense program. Common Issues Dashboard Reporting Issues This issue is frequently caused by some sort of plugin interfering with the email export (especially after a recent upgrade), or by the reporting engine failing (see above). Dashboard Reporting Issues with Blank Email This issue typically occurs when the template for a particular email that was trying to be sent out is missing. Please ensure that the server has all of the following templates in the following file path: C:\Program Files\Sisense\app\galaxy-service\src\features\emails\templates No Emails are sent, Galaxy log shows {"reject_reason":"unsigned"} This error message indicates that "senderEmail" is changed, but domain is not verified in Sisense’s Mandrill email service. Please add DNS and DKIM records and contact support in order to verify the domain. Email Rebranding is not Showing Please first make sure that you followed the following instructions: https://docs.sisense.com/main/SisenseLinux/white-labeling-sisense-in-linux.htm Also make sure that you're changing the files located below: 7.4+ - C:\Program Files\Sisense\app\translations\en-US\email-templates.js 7.2-7.4 - C:\Program Files\Sisense\app\translations\en-US\languages.js Then restart the Sisense.Galaxy serviceRabbitMQ authentication user fix on W2022.3+ version
Symptoms Starting from the W2022.3 version, Sisense uses a non-default authentication user while connecting from any microservices to Sisense RabbitMQ (Sisense.Broker service). In some cases, you may need to manually re-provision the RabbitMQ user. For example: A. RabbitMQ folder was re-created by mistake B. RabbitMQ user creation failed during the Sisense upgrade If microservices do not connect using the "sisense"RabbitMQ user, you may see that Build Logs are not updated on the Data page and will infinitely spin, while showing a "Building "message. Diagnosis 1. Run CMD as Administrator 2. In the command prompt, navigate to the RabbitMQ folder and execute rabbitmqctl list_users: cd "C:\Program Files\Sisense\Infra\RabbitMQ\sbin" rabbitmqctl list_users Example of the correct output (contains "sisense" user) on W2022.3+ version: Example of the incorrect output (please note the output is correct for versions before W2022.3): If you receive the "Error: unable to perform an operation on node 'rabbit@servername'. Please see diagnostics information and suggestions below." error message while running rabbitmqctl commands, copy C:\Windows\System32\config\systemprofile\.erlang.cookie file into C:\Users\<user who runs cmd>\ folder and retry: Solution Step A: Create RabbitMQ User 1. Start CMD as Administrator 2. Navigate to the RabbitMQ folder: cd "C:\Program Files\Sisense\Infra\RabbitMQ\sbin" 3. Run the commands below but remember to replace <password> with your desired value: rabbitmqctl add_user sisense "<password>" rabbitmqctl set_user_tags sisense administrator rabbitmqctl set_permissions -p / sisense ".*" ".*" ".*" 4. Create a new file in the C:\ProgramData\Sisense\RabbitMQ folder. The filename should be "rmq.cred". 5. Use AES Encoding to generate an encoded password. Input: password in plain text from step 2. Example of the output: “QYd1zvhlrLxYvQnWxSmKZQ==". 6. Open "rmq.cred" file in Notepad++ (or other text editor). 7. Enter the encoded password and save the file. Step B: How to make Sisense services use the new RabbitMQ authentication 1. Open cmd as Administrator and navigate to the configuration service module to create a Zookeeper backup file: cd "C:\Program Files\Sisense\app\configuration-service\node_modules\@sisense\sisense-configuration\bin" "C:\Program Files\Sisense\app\NodeJS\v12.7.0\node.exe" sisense-conf export -p 2. Create ZK Backup folder if it is missing: mkdir C:\ProgramData\Sisense\Backup mkdir C:\ProgramData\Sisense\Backup\Configuration 3. Copy created backup to the standard backup folder: copy sisenseConfiguration.json C:\ProgramData\Sisense\Backup\Configuration\manual-zookeeper-backup-2022-05-25.json 4. Open the copied JSON file in Notepad++. 5. Replace all occurrences of "connectionString": "amqp://127.0.0.1:5672" with: For a single node: "connectionString": "amqp://sisense:[email protected]:5672" For a multi-node: "connectionString": "amqp://sisense:[email protected]:5672,amqp://sisense:[email protected]:5672" where "Jb9c8SGq43" - plain text password from step A.2, "10.20.30.1" and "10.20.30.2" - IPs of servers where Sisense.Broker is running. 6. Save the file. 7. Open http://localhost:3030, click five times on the Sisense logo, and navigate to the Backups tab. Select manual-zookeeper-backup-2022-05-25.json file and click the Restore button to import the manually created Zookeeper backup. 8. Restart Sisense.ECMS & Sisense.ECMLogs services. 9. At localhost:3030, click the Restart services button. If you are using a workaround with ?frameMax=0 for any of the microservices, at step B.6, you will also need to replace "connectionString": "amqp://127.0.0.1:5672?frameMax=0" with "connectionString": "amqp://sisense:[email protected]:5672?frameMax=0". If you need assistance with any of the steps above, please get in touch with Sisense Support.Pulse Troubleshooting (Windows)
Sisense Pulse allows you to stay on top of your most important KPIs across all your dashboards and your ElastiCube builds status. If you face any issues with Sisense Pulse, the first step is to identify if none of the alerts are working, or whether it's an issue for specific notifications such as email reports or push notifications created by the system. If no alerts are created (meaning you see no notifications in the notification icon), this could indicate that Pulse communication is either blocked or isn't running successfully. No Alerts are Created If you do not receive any alerts, verify that the following services are running: In Windows Services Manager for Sisense V7.2 and later, verify that Sisense.Broker is running: 2. In Task Manager, under Details, verify that Sisense.AlertingMQ.exe and erl.exe are running. 3. Verify that port 5672 is open on the Sisense server for the RabbitMQ system to have open communication. When Pulse is not running as expected, we strongly suggest trying and restarting the Sisense.Broker service and follow Steps 1 and 2 again to see if the issue is resolved. If after restarting the services Pulse is still not running as expected, the next step is to verify that the ElastiCube Manager is creating the proper notifications. You can verify this by navigating to %ProgramData%\Sisense\PrismServer\PrismServerLogs\ECS.log and search for ‘EventsPublishManager’ in the log. If there are no messages with ‘EventsPublishManager’, it means that Pulse was not triggered or some error message could be logged that describes the cause of the issue. In rare cases there might be an issue with RabbitMQ database. Make sure the following folder exists in your environment C:\Program Files\Sisense\Infra\Rabbitmq. Specific Notifications are not Received If the notifications are displayed in Sisense in your Notifications Feed, but you do not receive emails or push notifications in the mobile app, make sure you have checked these options under the Alert settings when you created the alert: Regarding push notifications in Sisense Mobile, make sure that all users that are supposed to get push notifications are logged in to the mobile application and have the proper application permission for popups. If some users do not receive email notifications, check if they can receive any system emails like ‘forgot password’ or when a dashboard is shared. In case no emails are sent from the system, review the email troubleshooting guide. Another useful test to conduct is to try running the Pulse on a different widget in order to make sure this is not a widget related issue. *Note* for Split Deployment Models Prior to Sisense 7.4 If you are not receiving pulse alerts and have a split deployment set up (High Availability, one cube server and one web server, etc) please follows the steps below to see if this resolves the issue you are facing. On the cube server, open "C:\ProgramData\Sisense\PrismServer\ElastiCubeConfiguration.xml" and edit the RabbitMQ IP address to be the IP (or name) of the app/web server Restart the Elasticube Management service (ElastiCubeManagementService -or- Sisense.ECMS and Sisense.ECMServer) On the app server, check to make sure ERL.exe and Sisense.Alerting.MQ.exe is running and 5672 is open from build to app server Restart Sisense.Pulse (or Sisense.Broker) Do a test build that you expect to receive pulse alerts for Still Not Receiving Pulse Alerts? If you are still not able to resolve the issue with the above information, please make sure to submit a ticket with screenshots and results of the above steps and we’ll happily assist!How to Troubleshoot UI Issues Using DevTools (HAR File & Console Logs)
If a webpage, dashboard, or widget isn't loading properly, encounters errors during exporting, importing, editing, or opening, or if buttons are unresponsive and error messages appear, you can use Developer Tools (DevTools) in your browser to diagnose the issue. This guide will show you how to: - Check the Network tab for failed requests. - Use the Preview and Response tabs to see details of errors. - Check the Console tab for other issues. - Save a HAR file to share with support.Force Start A Sisense Service From Windows PowerShell
Question: Sisense Service hangs and I try to start them in Windows Services, but the usual net stop & net start will not restart them. net stop /y will stop all dependencies. Solution: Follow the instructions below to force start a Sisense Service: Log on to the server with your administrator privileges. Locate PowerShell and run it as administrator (right click -> Run as administrator). Copy and run the following commands: powershell -command "Restart-Service Sisense.ClrConnectorsContainer -Force"MongoDB logs take too much Drive space
Question: MongoDB logs keep growing and lead to no available space on Drive. Solution: Need to Enable Log Rotation In MongoDB. The following properties, located in "C:\Program Files\Sisense\Infra\MongoDB\mongodbconfig.conf", enable the log rotation and stop the continuous log growth: If that does not help you please create a support ticket and our support agents would be happy to help.Resizing System Volume Information (SVI) Windows only
Question: Sometimes your server might run out of space on because the SVI (System Volume Information) is eating up all memory. The system volume information is used in windows in order to save information related to system restore which is used when a restoration of the system is performed. The problem is that if there is no size limit to this feature, it might take a significant amount of the system memory, without ability to directly delete it. Answer: There are two ways to resize the SVI: Through the system properties - follow these instructions: http://www.pcadvisor.co.uk/how-to/windows/how-make-system-volume-information-folder-smaller-3613911/ Through the command line - if you don't see the system protection tab according to the above method, you can resize it through the command line: https://indrajitc.wordpress.com/2008/03/25/reclaiming-disk-space-from-system-volume-information/
