Unable to connect to Sparx Services

Troubleshooting - Connectivity Issues

Unable to connect to Sparx Services

Users faced errors while attempting to connect to the Sparx platform, indicating a possible outage on the Sparx database or servers.






Possible reasons

Scenario 1

If the environment is up from our end and it is not working for the customer it could be possibly due to Network issues.

Scenario 2

If the environment is down on our end. There could be any technical isssue which should be alerted in SIte 24x7

Troubleshooting Steps

Scenario 1

request the customer to perform the following:
1. Clear the data cache from the browser or try accessing the environment from an incognito window.
2. Disable any VPN connections and attempt to connect again.
3. If possible, connect to a different network and attempt to access the environment.
4. Request your Infra team to check for any changes made.

Scenario 2

1. Check Site 24x7 alerts
2. If the issue is alerted proceed to start the service.
3. If it is not alerted in Site 24x7 Proceed to Restart the service
4. If the restart does not turn up the environments. Reeach out to L2 and then to Cloud team to access the instance toi make necessary changes.

Response Provided

Scenario 1

Hi <Customer Name>,

Thanks for reaching out to Sparx platform support.

After investigating the reported issue, it was confirmed that all functionalities were operational on our end. To further troubleshoot the issue, the following steps were suggested:
1. Clear the data cache from the browser or try accessing the environment from an incognito window.
2. Disable any VPN connections and attempt to connect again.
3. If possible, connect to a different network and attempt to access the environment.

Please let us know if any other users are experiencing similar issues. and let us know the outcome.

We are committed to resolving this issue for you as quickly as possible. Thank you for your cooperation and patience.

Scenario 1

Hi <Customer Name>,

Thank you for contacting Sparx platform support.

We have implemented the required configuration changes, and we can confirm that the instance is now up and running smoothly from our end. Could you please verify the same from your end?

Additionally, if any other users are encountering similar issues, please let us know so that we can address them promptly and ensure a seamless experience for all users.

We remain dedicated to resolving this issue for you as swiftly as possible. Thank you for your cooperation and patience throughout this process.

Q2:Unable to Connect Pro Cloud Server (PCS) Over HTTPS

Customers have reported being unable to connect to Pro Cloud Server (PCS) over HTTPS, preventing secure communication between client devices and the server.  

 Possible Reasons 

1. SSL Certificate Issues

   - Expired Certificate: An expired SSL certificate can prevent secure connections. Check the validity of the SSL certificate used by PCS. 
   - Incorrect Installation: Ensure the SSL certificate is correctly installed on the server, including intermediate certificates if required. 
   - PEM File Issues: If using a PEM file, ensure it is generated correctly and contains all necessary certificates. 

2.  Port and Firewall Configuration 

   - Incorrect Port: Verify that PCS is configured to listen on the correct HTTPS port  and that firewall settings allow traffic on this port. 
   - Firewall Blockage: Firewalls or security settings might block HTTPS traffic. Adjust firewall rules to permit traffic on HTTPS port 

 3. TLS Configuration Mismatch: 

   - Incompatible TLS Versions: Ensure that PCS and client devices support compatible TLS versions, including TLS 1.3. Outdated or mismatched TLS versions can lead to connection failures. 
   - Cipher Suite Incompatibility: Check that TLS cipher suites used by PCS, including those for TLS 1.3, are supported by the connecting clients. 
   - Enable TLS 1.3: Ensure TLS 1.3 is configured and enabled in the registry on the server. Update the registry settings to include TLS 1.3 to enhance security and compatibility. 

4. Restart the PCS Service

The PCS service must be restarted from the task manager after updating the Server.pem file, updating port configuration or after enabling HTTPS connections.

Reference

First response – Troubleshooting Steps  

Hi [Customer's Name], 
Thank you for reaching out to Prolaborate support. 
Regarding the issues you've been experiencing connecting to Pro Cloud Server (PCS) over HTTPS, we are here to assist you in diagnosing the problem.  
Please follow the troubleshooting steps outlined below. These steps will help identify the root cause of the issue and guide you through potential solutions. 

1. SSL Certificate Verification: 

   - Check the SSL certificate validity: Ensure that the SSL certificate used by PCS is not expired. 
   - Verify correct installation: Make sure the SSL certificate is correctly installed on the server. This includes checking intermediate certificates if required. 
   - PEM file integrity: If using a PEM file, confirm it is generated correctly and contains all necessary certificates. 

2.Port and Firewall Configuration: 

   - Confirm port settings: Verify that PCS is configured to listen on the correct HTTPS port  
   - Firewall settings: Check firewall rules to ensure traffic on port 443 is permitted. Firewalls or security settings might be blocking HTTPS traffic. 

3. TLS Configuration Check: 

   - Compatible TLS versions: Ensure that both PCS and your client devices support compatible TLS versions, including TLS 1.3. Outdated or mismatched TLS versions can lead to connection failures. 
   - Cipher suite compatibility: Confirm that TLS cipher suites used by PCS, including those for TLS 1.3, are supported by the connecting clients. 
   - Enable TLS 1.3: Configure and enable TLS 1.3 in the registry on the server. Update the registry settings to include TLS 1.3 for enhanced security and compatibility. 
 
If you continue to experience issues after following these steps, please Change the log level to 'Trace' in the PCS Extended Server Properties window. After making this change, restart the service and try to reproduce the error. Then, share the generated logs with us. For instructions on reading server logs, refer to the 
Thank you for your cooperation. We are committed to resolving this issue promptly. If you require further assistance, do not hesitate to reach out to us. We appreciate your patience and understanding. 
Best regards, 
 

Remediation 

This can only be resolved by L2 team and Product team 
 
Escalation Contact 
(this can be L2 team)


Tags

unable to connect pcs over https
not connecting
pcs issue
total outage
sparx outage
unable to connect
https issue







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