Troubleshooting Direct Access gateway

This section describes various actions you can perform to troubleshoot Direct Access gateway.

Viewing and downloading log files

The log files provide information about Direct Access gateway operations. Qlik Support might ask you to provide log files for troubleshooting purposes. You can view or download the log files in the Log viewer. Under normal circumstances, there is no reason to examine the log files, but if you experience repeated failures or other issues, the log files will often help pinpoint the cause.

To open the Log viewer:

1. In the Management Console, go to Data gateways and locate your Direct Access gateway.

2. Click the at the end of the row, and select View logs.

   The Log viewer window opens.

3. From the drop-down list in the top left, choose the type of log that Qlik Support has asked you to view or download.

   The following logs are available:

   • Direct Access gateway logs (DirectAccessAgent)
   • DCaaS logs (dcaas_logs)
   • ODBC-based connector logs (odbc-connector_logs)
   • SAP BW connector logs (QvSAPBwConnector-<date + timestamp>)
   • SAP SQL connectro logs (QvSqlBwConnector-<date + timestamp>)
   • Connector agent logs (connector-agent_logs_<date>)

4. From the adjacent drop-down list, select the log you want to view or download. The log files are ordered from the newest (the currently active log file) to the oldest. After you select a log file, you can use the and buttons to jump to the start or end of the log file respectively.

   Tip noteThe view of the log file is not updated automatically with the latest messages. To update the view, click to jump to the end of the log file, which will be updated with the latest messages.

5. To download the log file, click Download.

   The file will either be downloaded to your computer or you will be prompted to save it, depending on your browser settings.

Opening Direct Access gateway logs on the Direct Access gateway machine

In addition to being able to download the Direct Access gateway (DirectAccessAgent) logs from the Management Console, you can also open them directly from the Direct Access gateway machine. With a default installation, these logs are located in:

C:\Program Files\Qlik\ConnectorAgent\data\logs

Changing the logging detail level

You can view and change the logging detail level of the Direct Access gateway (DirectAccessAgent) logs as needed. To do so, run the following commands from the ConnectorAgent subfolder (C:\Program Files\Qlik\ConnectorAgent\ConnectorAgent with a default installation).

• To view the current logging level, run:

  connectoragent configuration getloggers

• To set the logging level to Trace, run:

  connectoragent configuration setloggers -l Root -v DEBUG

• To set the logging level to Verbose, run:

  connectoragent configuration setloggers -l Root –v DETAILED_DEBUG

Updating the registration key

Changing the registration key might be necessary in the unlikely event that the key becomes corrupted or if you suspect the data gateway server was accessed by an unauthorized user.

To update the registration key:

1. On the Direct Access gateway server, open a Command Prompt as an administrator and change the working directory to the ConnectorAgent subfolder (C:\Program Files\Qlik\ConnectorAgent\ConnectorAgent with a default installation).

2. Run the following commands:

   • Generate the new key:

     connectoragent qcs generate_keys

   • Show the key:

     connectoragent qcs get_registration

     The key is shown:

     

3. Copy the entire key as shown in the example above.

4. In the Management Console, open the data gateway settings by clicking the button at the end of the relevant row and selecting Edit.

5. Paste the key into the Key field (replacing the current key) and save the settings.

6. Return to the Direct Access gateway server and restart the Qlik Data Gateway - Direct Access service, as described in Managing the Qlik Data Gateway - Direct Access service.

Mitigating connector crashes during reload

Process isolation allows administrators with direct access to the gateway server operating system to control how many processes are available for reloads per connector type. Spreading reloads across multiple connector processes increases the level of isolation by reducing the number of reloads running concurrently on each connector process. This in turn can improve overall Direct Access gateway stability in cases where connector crashes have occurred.

To turn on process isolation:

1. Open the the C:\ProgramData\Qlik\Gateway\configuration.properties file. If you are doing this via Windows Explorer, make sure that Show hidden files, folders, and drives is selected.

   The file contains three prefixes corresponding to the different connector types: ODBC_<property-name>, SAPBW_<property-name>, and SAPSQL_<property-name>.

2. Set ODBC|SAPBW|SAPSQL_PROCESS_ISOLATION_MODE to Load and ODBC|SAPBW|SAPSQL_MAX_PROCESS_COUNT to N.

   Where:

   N = One command process + The number of concurrent reload processes to allocate. So, for example, a value of 10 would mean a maximum of 9 concurrent reloads.

   Information note

   You cannot set the [ODBC|SAPBW|SAPSQL]_MAX_PROCESS_COUNT value higher than 10 with the default port number and range settings.

3. Save the configuration.properties file and restart the Qlik Data Gateway - Direct Access service.

To turn off process isolation:

1. Open the the C:\ProgramData\Qlik\Gateway\configuration.properties file. If you are doing this via Windows Explorer, make sure that Show hidden files, folders, and drives is selected.

2. Set ODBC|SAPBW|SAPSQL_PROCESS_ISOLATION_MODE to None.

3. Save the configuration.properties file and restart the Qlik Data Gateway - Direct Access service.

ODBC connector process isolation examples

The following configuration.properties file excerpt shows how to enable ODBC connector process isolation for up to 9 reloads:

ODBC_PROCESS_ISOLATION_MODE=Load

ODBC_MAX_PROCESS_COUNT=10

If you change the default port settings, the MAX_PROCESS_COUNT value can exceed 10. However, in this case:

• The number of ports between ODBC_PORT or ODBC_DATA_PORT_RANGE_START and SAPBW_PORT or SAPBW_DATA_PORT_RANGE_START must be equal to or greater than ODBC_MAX_PROCESS_COUNT

• The number of ports between SAPBW_PORT or SAPBW_DATA_PORT_RANGE_START and SAPSQL_PORT or SAPSQL_DATA_PORT_RANGE_START must be equal to or greater than SAPBW_MAX_PROCESS_COUNT

So, for example, to set ODBC_MAX_PROCESS_COUNT=30, the port parameters should look something like this:

# ODBC Connector

ODBC_PROCESS_ISOLATION_MODE=Load

ODBC_MAX_PROCESS_COUNT=30

ODBC_DATA_PORT_RANGE_START=50260

ODBC_PORT=3005

# SAP BW Connector

SAPBW_PROCESS_ISOLATION_MODE=None

SAPBW_MAX_PROCESS_COUNT=0

SAPBW_DATA_PORT_RANGE_START=50290

SAPBW_PORT=3035

# SAP SQL Connector

SAPSQL_PROCESS_ISOLATION_MODE=None

SAPSQL_MAX_PROCESS_COUNT=0

SAPSQL_DATA_PORT_RANGE_START=50300

SAPSQL_PORT=3045