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!
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