Troubleshoot issues#

Learn how to resolve common errors or issues you may encounter when using the Ansys App Portal and One Node Deployment Templates™ platform.

Unable to login to the Ansys App Portal due to constant redirection to the login page#

To resolve this issue:

  1. Close all browser tabs and windows.

  2. Open a new browser window and access the Ansys App Portal again.

  3. If the issue persists, clear the browser cache and cookies, close all browser tabs and windows and then try to access the Ansys App Portal again.

Platform services or portal is not accessible#

To resolve this issue:

  1. Check network connectivity in WSL by running the following command in the WSL terminal:

    • WSL
    ping google.com
    Example of expected response:

    You should see a response similar to the following if network connectivity is available:

    ../_images/check-network-wsl.png

    If the network is not available, run the following commands on the host machine and then restart the host:

    • PowerShell
    wsl --shutdown
netsh winsock reset
netsh int ip reset all
netsh winhttp reset proxy
ipconfig /flushdns

  2. Check the hosts file entries.

    Note

    On Windows operating systems, the hosts file is located at C:\\Windows\\System32\\drivers\\etc\\hosts.

    1. Ensure that the hosts file contains the correct mapping of the WSL Native IP address (WSL_MACHINE_IP in the .env file) with platform services.

      Example of correct mapping:
      • hosts
      <wsl_native_ip> keycloak.<hostname>.<domain_name>
<wsl_native_ip> traefik.<hostname>.<domain_name>
<wsl_native_ip> oauth.<hostname>.<domain_name>
<wsl_native_ip> portal.<hostname>.<domain_name>

      Tip

      To fetch the <wsl_native_ip> value, run this command in the WSL terminal:

      • WSL
       ip addr show eth0

    2. Ensure that there are no duplicate entries with different IP addresses in the hosts file for the platform services.

      Example of incorrect duplicate entries:
      • hosts
      <wsl_native_ip> portal.<hostname>.<domain_name>
<some_other_ip> portal.<hostname>.<domain_name>

User cannot log in to portal or receives an error when accessing portal UI#

In this case, the user can access the Ansys App Portal™, but either cannot log in or receives an error when attempting to access the UI.

To resolve this issue:

  1. Check the user registration details in the Keycloak Admin Console.

  2. Search for the user with the correct name (as specified in the user registration form).

  3. In the user details, verify that the user is registered with the correct email domain name (as specified in the .env file).

    Note

    The email address for the user must have the email domain specified while deploying the platform. Once platform is deployed, in the .env file, the email domain is specified as OP_EMAIL_DOMAIN.

    Example of invalid email domain:

    In this example, the user test1 is registered with a domain of @test.com. This is invalid because the platform was launched with a domain of @example.com.

    ../_images/invalid-user-list.png

For more information, see Manage users.

Error occurs while starting platform services#

To resolve this issue:

  1. Check WSL network connectivity.

    • WSL
    ping -c 4 google.com

  2. If WSL network connectivity is not available, run these commands on the host machine and then restart the host:

    • PowerShell
    netsh winsock reset
netsh int ip reset all
netsh winhttp reset proxy
ipconfig /flushdns

Projects of an app deployed on the portal are not accessible#

To resolve this issue:

  1. Check for the app service entry in the hosts file of the host machine.

    Tip

    On Windows operating systems, the hosts file is located at C:\\Windows\\System32\\drivers\\etc\\hosts.

  2. Ensure that the hosts file contains the correct mapping of the WSL native IP address with the app service.

    Example of correct mapping:
    Code sample 2 hosts#
     <wsl_native_ip> solutions.<hostname>.<domain_name>

    Tip

    To fetch the <wsl_native_ip> value, run this command in the WSL terminal:

    • WSL
    ip addr show eth0

  3. Ensure that there are no duplicate entries with different IP addresses in the hosts file for the app service.

    Example of incorrect duplicate entries:
    Code sample 3 hosts#
    <wsl_native_ip> solutions.<hostname>.<domain_name>
<some_other_ip> solutions.<hostname>.<domain_name>

Cannot start optiSLang#

When starting optiSlang, the following error message is shown:

Cannot start optiSLang 242. Please contact your IT admin to make sure that optiSLang is reachable and try again.

The error is likely caused by the host machine being unable to reach the WSL Linux distribution files system.

One way to verify this is to open the WSL file system from Windows Explorer. If you get an error like the one shown here, it confirms that the host machine is not able to reach the WSL file system.

../_images/error_accessing_linux_file_system.png

To resolve this issue:

  1. Restart WSL by running this script:

    • PowerShell
       wsl --shutdown
   wsl

  2. Restart the platform as described in Start the platform.

Connection to the site is not secure#

When accessing the platform services, you receive a warning message that the connection to the site is not secure.

To resolve this issue, click Continue to site.

../_images/continue-site.png

Cannot connect to the Product Instance Manager. Please contact your IT admin to make sure that this component is reachable#

When you execute the optiSLang workflow, the following error message is shown:

Cannot connect to the Product Instance Manager
../_images/pim_connection_error.png

To resolve this issue:

  1. Go to the root directory of the platform where you extracted the Ansys App Portal and One Node Deployment Templates™ platform.

  2. Go to the deployment_scripts directory.

  3. Run the following command in PowerShell:

    • PowerShell
    .\Stop-Platform.ps1

  4. Run the following command in PowerShell:

    • PowerShell
    .\Start-Platform.ps1

If issue persists, check the following:

  1. Restart the host machine where the platform is deployed. Once the host machine is restarted, run the following commands in PowerShell:

    • PowerShell
    .\deployment_scripts\Stop-Platform.ps1
.\deployment_scripts\Start-Platform.ps1

If the issue still persists, check the following:

  1. Ensure that the port specified in the .env file for the Product Instance Manager is not being used by another service.

  2. If port is in use, try to free the port by using the following command in PowerShell:

    • PowerShell
    netstat -ano | findstr :<port>
    • PowerShell
    taskkill /pid <PID> /F

  3. If the port is in use by system services and cannot be freed, you can change the port in the .env file and then restart the platform services.

    • PowerShell
    .\deployment_scripts\Stop-Platform.ps1
.\deployment_scripts\Start-Platform.ps1

Cannot execute the Deploy-Platform.ps1 script#

When executing the Deploy-Platform.ps1 script, you get the following error messages:

Script is not digitally signed:
../_images/signed_error.png

To resolve this issue:

  1. Locate Ansys_App_Portal_and_One_Node_Deployment_Templates-0.4.1.zip

  2. Right-click the zip file and select Properties.

  3. Unblock the file, click Apply and then click OK.

  4. Unzip the Ansys_App_Portal_and_One_Node_Deployment_Templates-0.4.1.zip.

  5. Continue the steps as defined in Deploy and start the platform.

Corrupt virtual environment#

If you receive the following messages, it means that your virtual environment is corrupt.

Access is denied to the virtual environment activation script:
../_images/access-denied-to-venv-activation-script.png
Access is denied to the virtual environment files:
../_images/access-denied-to-venv-files.png

To resolve these issues:

  1. Close all running terminals where the platform script was launched.

  2. Navigate to the root directory of the platform and manually delete the .venv directory.

  3. Continue the steps described in Clean deploy the new version of the platform.

Cannot execute the Start-Platform.ps1 script after operating system is restarted#

If you receive the following error message when executing the Start-Platform.ps1 script after restarting the operating system:

<port> is in use, please release it and try starting the platform again.

../_images/os_restart_port_busy.png

To resolve this issue:

  1. Execute the Stop-Platform.ps1 script to stop the platform services and then re-execute the Start-Platform.ps1 script.

    • PowerShell
    .\deployment_scripts\Stop-Platform.ps1
.\deployment_scripts\Start-Platform.ps1

  2. If the issue persists, you need to identify and terminate the process that is using the port. Follow below steps to identify and terminate the process:

  3. Identify the process that is using the port by running the following command in PowerShell:

    • PowerShell
    netstat -ano | findstr :<port>

  4. Note the PID of the process that is using the port.

  5. Terminate the process by running the following command in PowerShell:

    • PowerShell
    taskkill /pid <PID> /F

  6. Execute the Start-Platform.ps1 script again.

Gathering Service-Specific Logs#

To troubleshoot issues with specific services defined in the docker-compose.yaml file, you can gather logs for each service using the following steps.

  1. Before you begin, navigate to the root of directory where you extracted the platform. This is where the docker-compose.yaml file is located. Open a terminal in the wsl environment. You can do this by running the following command in the WSL terminal:

    • WSL
    cd /path/to/your/platform/root/directory

  2. Ensure Docker is running and the services are up.

    • WSL
    docker compose ps

  3. Identify the container names for the services you want to gather logs for. These names can be found in the docker-compose.yaml file or by running:

    • WSL
    docker compose ps

  4. Use the following command to gather logs for a specific service:

    • WSL
    docker logs <container_name>

    Replace <container_name> with the name of the container corresponding to the service.

  5. To gather logs for all services defined in the docker-compose.yaml file, you can use the following command:

    • WSL
    docker compose logs

  6. If you need to filter logs for a specific service, use:

    • WSL
    docker compose logs <service_name>

    Replace <service_name> with the name of the service as defined in the docker-compose.yaml file.

  7. Save the logs to a file for further analysis:

    • WSL
    docker compose logs > service_logs.txt

    This will save all service logs to service_logs.txt.

  8. For detailed logs, you can use the –tail option to specify the number of lines or –timestamps to include timestamps:

    • WSL
    docker compose logs --tail 100 --timestamps
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