My users are getting an error message that reads "Could not connect to Tessitura Analytics. Unable to connect to the server. Please contact your system administrator" when trying to launch Analytics.
Has anyone else had this problem? Can you point me towards documentation that might help me troubleshoot the problem?
Couple things to note:
- I am the systems admin and I am in the IT department.
- I am new to Tess but not to ticketing systems
- This is happening at all workstations
- We are on prem hosted
- We checked to see if all the automatic start-up services were running on the server
- We recycled the app pools on the server
Thanks in advance for any advice!
Hi Ashley - We're having trouble too (RAMP site) so I put in a Support ticket this morning. I'd recommend doing the same.
Will do!
Thanks.
Have you taken the needed security changes to make Tessitura Analytics work?
Here is a video with an overview.
https://www.tessituranetwork.com/en/Items/Videos/Training/Analytics-Technical-Overview
Hi! We're having issues with Analytics too, haven't been able to connect since Thursday of last week. Definitely agree to opening a support ticket!
Hello all,
The Support Team is always happy to help diagnose and resolve these errors.
When we see this error message it means that the Tessitura Web service that the application is connected to is unable to connect to the Analytics Web service. This could be because the Analytics Web service is stopped, the Tessitura Web service has the wrong URL for the Analytics Web service, or because something in the network like a firewall is preventing the two services from communicating.
For those hosted in RAMP, these are all things the Support Team would need to review and correct, so contacting support is all you need to do. For those hosting Tessitura locally, we are happy to assist diagnosing where the connection is failing. Contact support and we can work with you to get the issue resolved.
Thanks,
Boann Petersen
Support Escalation Manager
Guys,
How do I check the status of the last load (Full and Incremental)? I saw this in a video somewhere but ... I have watched so many Tess training's and web videos in the past 30 days it would take me a while to find the right one again.
I hope someone can help!
Ashley
Hi Ashley,
At the top of any dashboard is the date that indicates whether the overnight load was completed. Ignore the fact that mine is from a week ago in the middle of the afternoon .
Thanks,Chris
Riffing off Chris....your full load usually only happens once a week. Ours happens early Monday morning. Every other load is an incremental load. If you are RAMP, you can open a support ticket and ask them when your full data load is scheduled. If you are self hosted, I'm sure there's a way to find that, but sadly I don't know it.
- Chris
Thanks for your replies! We are currently unable to open the module per the error message in my screenshot above. So, I was looking to query the ETL_LOG_HEADER table for the answer. I had previously seen this in one of Chris' videos and I was looking for it again. Found the video, queried the log and I see that the last full load was today.
Still troubleshooting why the module will not open for my users.
FYI Analytics is back for us - although I cannot say why it is working again.
**self-hosted**
I am back in this situation again. We upgraded to 15.1.14 last night an now I am getting this error again. Which server should I look for my Analytics Web service on?
It was a TessituraOnTheGo thing.
**SOLVED**