Troubleshooting – STaaS
This page provides solutions to common issues that you may encounter while using STaaS. It covers problems related to dataminer.services connectivity, registration, token expiration, and service reachability.
The DMS is not connected to dataminer.services
If a system is trying to use STaaS but is not connected to dataminer.services, DataMiner will not be able to start up.
The following error message will be present in the SLCloudStorage.txt log file:
CloudSettings could not be retrieved from the cloud. Retrying in 00:00:05. Exception: SLCloudStorageConnection.Repositories.Exceptions.CloudSettingsRepositoryException: Failed to do GetCloudAccessTokenRequest. Received the following error messages: { "message": "This DMS is not Cloud Registered." }
To connect your system to dataminer.services, refer to Connecting your DataMiner System to dataminer.services.
The DMS is not registered to use STaaS
If a system is trying to use STaaS while it is not registered to use STaaS, DataMiner will not be able to start up.
The following error message will be present in the SLCloudStorage.txt log file:
CloudSettings could not be retrieved from the cloud. Retrying in 00:00:05. Exception: SLCloudStorageConnection.Repositories.Exceptions.CloudSettingsRepositoryException: Exception while doing a EndpointInfoAsync. (Failed to EndpointInfoAsync. (404))
To register your system, follow the procedure to set up STaaS.
CloudGateway is not running correctly
If a system is trying to use STaaS but the CloudGateway DxM is not running or not running correctly, DataMiner will not be able to start up.
The following error message will be present in the SLCloudStorage.txt log file:
CloudSettings could not be retrieved from the cloud. Retrying in 00:00:05. Exception: SLCloudStorageConnection.Repositories.Exceptions.CloudSettingsRepositoryException: Exception while doing GetCcaGatewayConfigRequest. ---> System.AggregateException: One or more errors occurred. ---> DataMinerMessageBroker.API.Exceptions.SubscriptionException: No subscriber for the subject 'Skyline.Dataminer.Proto.CcaGatewayTypes.GetCcaGatewayConfigRequest' found. Check the process that should handle the request. ---> NATS.Client.NATSNoRespondersException: No responders are available for the request.
To resolve this issue, go to Task Manager and restart the DataMiner CloudGateway service.
The session token has expired
Under normal circumstances, CloudGateway refreshes the cloud session automatically. However, if CloudGateway is down for longer than six days, for example because the server is down, the cloud session will become invalid. This will cause DataMiner startup to fail for systems using STaaS.
When you encounter this issue, you will find entries similar to the examples below in the SLCloudStorage.txt log file:
CloudSettings could not be retrieved from the cloud. Retrying in 00:00:05. Exception: SLCloudStorage.Repositories.Exceptions.CloudSettingsRepositoryException: Failed to do GetCloudAccessTokenRequest. Received the following error messages: { "message": "The Service Principal of this DMS is expired (3/14/2023 8:09:51 AM +00:00) but should soon be refreshed automatically." }
CloudSettings could not be retrieved from the cloud. Retrying in 00:00:05. Exception: SLCloudStorage.Repositories.Exceptions.CloudSettingsRepositoryException: Exception while doing GetCcaGatewayConfigRequest. ---> System.AggregateException: One or more errors occurred. ---> DataMinerMessageBroker.API.Exceptions.SubscriptionException: No responders are available for the request. ---> NATS.Client.NATSNoRespondersException: No responders are available for the request.
To resolve this issue:
Open SLNetClientTest tool on the DMA.
Warning
Always be extremely careful when using this tool, as it can have far-reaching consequences on the functionality of your DataMiner System.
Select Offline Tools > CcaGateway (offline) > Renew cloud session and complete the renew process.
Note
As the renewal of the Service Principal (SP) token is managed by a cloud service, it can take a few minutes before the renewal is fully synced.
Wait a few minutes and then restart the DMA.
The issue should now be resolved.
Note
If the DataMiner System consists of multiple DMAs, it is sufficient to do this on one of the DMAs.
STaaS is unreachable
If STaaS is unreachable for some reason, the following error message will be shown in the Alarm Console:
DataMiner will automatically initiate offload mode, ensuring that no data loss occurs. While this error is displayed in the Alarm Console, do not restart the system or any of its elements.
This issue will typically resolves itself. If it persists, contact staas@dataminer.services.
The API Deployment Manager failed to initialize
If the APIDeployment option is enabled in SoftLaunchOptions.xml, the following alarm will be shown in DataMiner Cube:
APIDeploymentManager failed to initialize, retrying. Check SLAPIDeploymentManager.txt for additional information.
In the SLDBConnection.txt log file, you will find this error:
2023/10/10 20:30:18.308|SLDBConnection|SLDataGateway.Repositories|INF|0|354|2023-10-10T20:30:18.302|ERROR|Repository.RepositoryStorageProvider.DeployerToken|Refreshing storage [failed]: SLDataGateway.API.Types.Exceptions.StorageTypeNotFoundException: No storage type found for DataType: DeployerToken
The APIDeployment option is not supported on systems using STaaS. To resolve this issue, remove the option from SoftLaunchOptions.xml.
Connector-specific issues
Some connector versions may contain a bug that causes a lot of parameter sets to be saved to the database. In the interest of saving cost and reducing load, we therefore recommend using the latest version available for most connectors.
This issue is known to occur with the following connector versions:
- Microsoft Platform: 1.1.2.x, 1.2.0.x, 1.2.1.1
DataMiner is unable to start up after registration
If you followed the procedure to set up STaaS and switched your DB.xml to use STaaS, but the same DMA was previously registered with another organization, DataMiner will not be able to start up.
In the SLError.txt log file, you will find this error:
SLCloudStorage.txt|SLDataGateway|DataGateway.CloudStorage|ERR|0|114|Failed to refresh DmsQueueToken because of exception SLCloudStorageConnection.Repositories.Exceptions.DmsQueueTokenRepositoryException: Failed to get SAS token ---> SLCloudStorageConnection.Repositories.Exceptions.EventHubSasTokenRepositoryException: Failed to get SAS token, response did not indicate success. Got code 500.
To resolve this issue:
Remove the file
C:\ProgramData\Skyline Communications\DxMs Shared\Data\NodeId.txt.Restart the DMA.