Troubleshooting

Catalog Errors:

Below are a few errors that might occur while accessing the default catalog items. We have attempted to provide clear output within ServiceNow if encountered.

1. ServiceNow User is not found in the User mapping table. Contact Administrator.

This error occurs if there is no record for the user in the x_dr_delphix_sgc_user table. Make sure there is a record in the table for the ServiceNow User who is trying to access the catalog.taking snapshot

2. Unable to load connection alias ID:<id>

This error occurs if the Credential Alias that is mapped to the user in x_dr_delphix_sgc_user table has an invalid connection or configuration. Make sure the Credential Alias is configured correctly with a valid connection and optional MID server.servicenow troubleshooting

3. Operation failed because no valid MID is available

This error occurs if the MID server mapped to the Credential Alias is not available. If required, make sure that the MID server is up and running.servicenow troubleshooting

4. Authorization Required 

This error occurs if the DCT API Key is incorrect. (Similarly, any error from DCT will be shown in the catalog with code and message).servicenow troubleshooting

5. Http Connection fails due to incorrect MID Security Settings

Connection Error while executing an action: org.apache.commons.httpclient.httpException: Session contains no certificatesservicenow troubleshooting

Check the MID Security Policy of your instance. It should be as mentioned in the prerequisites section - 2.b.

Runtime Errors:

In the event of an error while a catalog item or flow is running, perform the following:

  1. Determine whether it is a reproducible scenario or not.

  2. Check specific action logs for error messages. All Delphix evaluated error messages have the prefix “DELPHIX Spoke” in the logs. This prefix indicates that the root cause of the error is one of the following:

    1. Invalid/incorrect inputs to the action that has caused a validation failure or execution failure.

    2. Failures during the execution of the Delphix job.

    3. Connectivity issues between ServiceNow -> DCT -> Delphix Engines. The error message will include the following information:

      1. The operation that has failed.

      2. Error details with additional information about the error.Example log MessageExample log Message

        DELPHIX Spoke: DCT job error occurred in Action "Refresh VDB by Snapshot" Response: 

{"id":"4f11b91cd58e40b09da877dc1168cb68","status":"FAILED","type":"VDB_REFRESH","errorr_details":"Unable to refresh to a TimeFlow point from the same container.","target_id":"1-ORACLE_DB_CONTAINER-45","start_time":"2022-08-12T17:59:50.233584Z","update_time":"2022-08-12T17:59:55.39756Z"}, Code: {{step[3a666f7f-f516-4870-9347-74203076e824].status_code}}, Headers: {{step[3a666f7f-f516-4870-9347-74203076e824].response_headers}}

  3. Rectify the root cause and retry the operation.

  4. If the action does not produce the expected output and there are no error messages, then you must reach out to Delphix Support.

General Tips and Workarounds

  • Connectivity issues due to firewall restrictions between ServiceNow and DCT
         This has to be addressed by establishing the appropriate firewall rules and (or) using a MID Server.

  • Invalid Inputs to Actions could cause functional failures
         This has to be addressed by correcting the inputs.

  • Providing a reference to Objects that do not exist in the Delphix Estate
         This can be addressed by finding the correct object references ( eg Snapshot ID, VDB ID ) and passing it to the action inputs.

  • DCT is down
         This has to be addressed by restarting DCT.

  • Delphix Continuous Data Engine is down
         This has to be addressed by restarting the engine.

Submitting a Support Ticket

If you experience an error with the Delphix Spoke, please submit a ticket to Delphix Support. To diagnose the issue, share the following information with our customer support team:

  1. The specific Flow and/or Action logs and errors. These can be found within the Flow Designer > Executions tab. All Delphix evaluated error messages have the prefix “DELPHIX Spoke” in the logs. Most commonly, the error can be resolved from the information presented here.

    1. When sharing logs with customer support, click the “Show Action Details” button in the top left and save the entire screen as a PDF.

  2. The corresponding logs are in the Delphix Data Control Tower. Typically, the best place to start is in the dct-proxy-1 and dct-gateway-1 containers.

  3. Logs from the Delphix Continuous Data or Continuous Compliance Engines. Requiring logs from these engines is rare as normally the error is properly caught early in the exception stack.