Know Issue - Connectivity Issues

Know Issue - Connectivity Issues

Q1:Issue with Model cloud connection in EA.

Description:

The customer faced an error while connecting the model via connection. Model connection failure (Pro Cloud Server: The HTTP connection reported the following error: 12002)


1. The customer is using the 1

2. So, the customer received The HTTP connection and reported the following error: 12002




Possible Reasons

The customer was using the 1803 port which is used as PCS login. The 1803 port is the default when it is installed.

First response – Troubleshooting Steps

(This is the initial Mail to the customer)
Hi Ramsay,

Thank you for reaching out to Prolaborate Support.

After investigating with the provided information, we suspect you might have used the port wrong. Basically, the PCS (Pro Cloud Server) uses the 1803 port as the login port.

So, we kindly ask you to cross-check the server's name and port you used to connect the model in EA. Please refer to the below images and instructions in it.






Ticket Reference: 

Ticket ID: #8914
Subject: PCS Connection to MS SQL Server Database prior to testing Prolaborate
Department: Prolaborate Support

Q2:Model connection failure(Pro Cloud Server: The HTTP connection reported the following error: 12007)

Description:

The customer faced error while connecting the model via connection.

1. Pro Cloud Server: The HTTP connection reported the following error: 12007


 2.Communication with cloud service is failed

 

Possible Reasons

  1. This error may occur due to network issue.
  2. The error was occur due to multiple intermittent requests, which caused a delay in connecting to the model.

Email Draft:

1. Pro Cloud Server: The HTTP connection reported the following error: 12007

Hi Steve,

Thanks for your email.

Based on your reported issue, we did a diagnostic over the Model Connectivity and it resulted out that everything looks fine.

We suspect that there is an internet connectivity drop or it's not stable in the User environment. So we suggest checking the internet connection. This error occurs when the connectivity fails as it is unable to reach the server due to either the wrong server address or a network issue.

Kindly let us know if this is occurring to any other users.

Please ensure that the user is using the below details to connect to the model,

Protocol

HTTPS

Server

rf-sparx.sparxcloud.us

Port

443

 You can reproduce the same error, by disconnecting the network connection/Internet Connectivity in your machine, and when you try to connect to the model you would be receiving the same error 12007.

Please let us know if you have any further questions on this, we are happy to assist.

2. Communication with cloud service is failed


Hi Daniel,

Thank you for your patience.

We have investigated the reported issue and identified that it occurred due to multiple intermittent requests, which caused a delay in connecting to the model.

We have now resolved this issue by clearing the queue and ensuring connectivity. If you encounter any similar issues in the future, we kindly request you reach out to us immediately instead of attempting to reconnect.

Please try connecting to the model now and let us know the outcome.

If you have any further questions or concerns, please don't hesitate to let us know.

Workaround:

For pro Cloud Server: The HTTP connection reported the following error: 12007 Need to inform the customer to check in other network and Communication with cloud service is failed is due to multiple intermittent requests so we need to reach cloud team for clear the que. 

Reference:

Ticket ID: #5242

Subject: Access to repo - error from EA client

Department: Sparx Platform Support

URL: https://desk.zoho.com/agent/sixthforcesolutions/sparx-platform-support/tickets/details/759413000019581268


Ticket ID: #4105
Subject: R&F support issue 
Department: Sparx Platform Support

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