Investigating dataminer.services connection issues

If you encounter issues with dataminer.services features that may be caused by connection issues, follow the actions below in the specified order:

Check the connection status on dataminer.services
Check the status of the DMS
Check the status of the CloudGateway DxM
Check the cloud session
Contact support

Check the status on dataminer.services

When you navigate to dataminer.services, you can check the connection status for each DMS in your organization, if you are a member of this DMS:

An orange status indicates that the Cloud Gateway cannot reach the DataMiner System, but the dataminer.services connection is valid.

If the status is orange, verify whether the DataMiner Agents are up and running and have the proper configuration. See Check the status of the DMS.
A red status indicates that there is no valid connection to dataminer.services.

If the status is red, check the status of the CloudGateway DxM.
A green status indicates that the dataminer.services connection is valid.

If the status is green, but you are still encountering issues with dataminer.services features, refer to Investigating dataminer.services feature issues.

Important

If your system is not listed here, make sure that you are in the correct organization and that you are a member of this DMS. See Check the status of the DMS.

Check the status of the DMS

For each DMA that should be connected, verify whether the DMA is operational and accessible:

In the C:\Skyline DataMiner\ folder of a DMA that should be connected, open the file MaintenanceSettings.xml.
Copy the address specified in the name attribute of the HTTPS tag. For example:
```
<MaintenanceSettings>
    ...
    <HTTPS enabled="true" name="foo.skyline.local"/>
    ...
</MaintenanceSettings>
```
Tip

See also: Configuring HTTPS in DataMiner
Open a browser and navigate to the address you have just copied.
- If the page loads correctly, this indicates that the DMA host is locally accessible, but there may be an issue with the proxy or DMZ settings. Check the configuration described under Connecting to dataminer.services via proxy server or Connecting to dataminer.services with a DMZ setup to resolve this.
- If the page does not load correctly, this indicates a problem with the DMA host. Restart the DMA to resolve this. You can do so using the DataMiner Taskbar Utility.

Check the status of the CloudGateway DxM

If the connection status is shown as red on dataminer.services, validate that at least one CloudGateway instance is running in the cluster and that it can establish a connection towards dataminer.services:

On the DMA servers, go to the Windows Services configuration window.
Check whether the DataMiner CloudGateway service has the status Running.
If the status is not Running, right-click the service and select Start.

If there is a CloudGateway instance running, but the dataminer.services connection is still not valid, validate whether your network complies with the requirements for connecting to dataminer.services by using the ConnectionTester.exe tool from the folder Program files\Skyline Communications\DataMiner CloudGateway\ on the DMA server.

If the results indicate that the network and firewall configuration are OK, check the cloud session.

Check the cloud session

Manually renewing the cloud identity can be necessary if dataminer.services could not renew its tokens automatically for too long. This can for example happen if no internet access was available for an extended period (more than 6 consecutive days).

In DataMiner Cube, go to System Center > Cloud.
Check whether Cloud identity or Cloud Session is indicated as valid (the UI description depends on your DataMiner version).
If it is no longer valid, click the Renew Session button.

Note

This button is only available if the cloud identity has expired. It is also only available for users who have the Owner or Admin role in the DMS.

Handling 'Renew session' failures

If the Renew session action fails with the The DataMiner System could not be found error, it indicates that the cloud identity has been removed without unregistering the linked DataMiner System.

To resolve this issue, follow the steps in Permanently disconnecting from dataminer.services to remove the link between the DataMiner System and the removed cloud identity.

When this is done, you can reconnect the system to dataminer.services in Cube under a new identity. For more information on registering a system to dataminer.services, refer to Connecting your DataMiner System to dataminer.services.

Contact support

If the connection issues still persist, contact tech support.

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