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mtejjini's avatar
mtejjini
New Contributor III
5 months ago

SIC Online or Offline?

Hello,
i've installed the SIC and it's Online in the "smart integration connector part" as you can see:

in the error log i have this error:
Summary: Smart Integration Connector Gateway Server Heartbeat has timed out for 'mantu_database_connector'. Current timeout: '5'. Last Reported Error Time: '9/25/2024 7:16:56 AM' UTC.

and in the "system configuration part" i have created the a custom database which in i can see that the Mantu_database_connector is offline:

if anyone knows what's the error and how to solve your help will be much appreciated.
Thanks

Infrastructure
  • mtejjini's avatar
    mtejjini
    New Contributor III
    5 months ago

    Thank you Joakim for you answer.
    I already created a ticket to the OS Support for this issue, but the response wasn't very helpful.
    Still struggling on this for the moment..

      • Ryan_Berry's avatar
        Ryan_Berry
        New Contributor III
        23 days ago

        Hopefully you were able to resolve this -- As Joakim suggested, there could be network devices that we've seen that have lower idle timeout thresholds that occasionally interfere.  Also, we have revised some of the connection management in 8.4+ versions that could help here.

  • Krishna's avatar
    Krishna
    Valued Contributor
    17 days ago

    Run the below Shell Script in the SIC Server additionally refer the KB0013213 article. It should point to the Public DNS Server. This could be one of the issues. Hope this helps.

    https://github.com/Azure/azure-relay-dotnet/blob/dev/tools/GetNamespaceInfo.ps1

  • JoakimK's avatar
    JoakimK
    Contributor
    5 months ago

    This error can stem from a variety of things such as IP Whitelisting, Firewall settings, DNS issues, Proxy usage etc. To get to the bottom of your issue specifically I would suggest you raise a support ticket with our excellent Customer Suppport via Service Now and they will troubleshoot this together with you.

  • David_Wu's avatar
    David_Wu
    New Contributor II
    17 days ago

    How was it solved? We are having the exact same issue after moved to 8.4 Cloud.

    • mtejjini's avatar
      mtejjini
      New Contributor III
      17 days ago

      Hello,

      Make sure that your client is using the same version of the SIC installer as their version of OneStream.
      In my case, the client was not using the correct version. We installed the right version of SIC with the client, and it resolved the issue.

      • mtejjini's avatar
        mtejjini
        New Contributor III
        17 days ago

        Notice that in my screenshot, the SIC is online, but the version is not mentioned. The issue arises from the missing version information.

    • Krishna's avatar
      Krishna
      Valued Contributor
      17 days ago

      Run the below Shell Script in the SIC Server additionally refer the KB0013213 article. It should point to the Public DNS Server. This could be one of the issues. Hope this helps.

      https://github.com/Azure/azure-relay-dotnet/blob/dev/tools/GetNamespaceInfo.ps1

    • David_Wu's avatar
      David_Wu
      New Contributor II
      2 days ago

      Onestream finally solved it by rebuilding the Azure Relay.  Refer to CSRC0112948 if anyone else has similar problem.