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Troubleshooting

In the event of an error, do the following:

  1. Determine whether it is a reproducible scenario or not.

  2. Check specific action logs for error messages. All Delphix evaluated error messages have a prefix “DELPHIX Spoke” in the logs. This prefix indicates that the root cause of the error is one of the following:

    1. Invalid/incorrect inputs to the action that has caused a validation failure or execution failure.
    2. Failures during the execution of the Delphix job.
    3. Connectivity issues between ServiceNow -> DCT -> Delphix Engines.

    The error message will include the following information:

    1. Operation that has failed.
    2. Error details with additional information about the error.

    Example Log Message

    DELPHIX Spoke: DCT job error occured in Action "Refresh VDB. by Snapshot" Response:

{"id":"4f11b91cd58e40b09da877dc1168cb68","status":"FAILED","type":"VDB_REFRESH","error_details":"Unable to refresh to a TimeFlow point from the same container.","target_id":"1-ORACLE_DB_CONTAINER-45","start_time":"2022-08-12T17:59:50.233584Z","update_time":"2022-08-12T17:59:55.39756Z"}

  3. Rectify the root cause and retry the operation.

  4. If the action does not produce the expected output and there are no error messages, then you must reach out to Delphix Support.

Troubleshooting Tips and Workarounds

  • Connectivity issues due to firewall restrictions between ServiceNow and DCT

    This has to be addressed by establishing the appropriate firewall rules and (or) using an MID Server.

  • Invalid Inputs to Actions could cause functional failures

    This has to be addressed by correcting the inputs.

  • Providing reference to Objects that do not exist in the Delphix Estate

    This can be addressed by finding the correct object references ( eg Snapshot ID, VDB ID ) and passing it to the action inputs.

  • DCT is down

    This has to be addressed by restarting DCT.

  • Delphix Continuous Data Engine is down

    This has to be addressed by restarting the engine.

If you experience an error with the Delphix Spoke, please submit a ticket with Delphix Customer Support. To diagnose the issue, share the following information with our customer support team:

  1. The specific Flow and/or Action logs and errors. These can be found within the Flow Designer > Executions tab. All Delphix evaluated error messages have the prefix “DELPHIX Spoke” in the logs. Most commonly, the error can be resolved from the information presented here.

    • When sharing logs with the customer support, click the “Show Action Details” button in the top left and save the entire screen as a PDF.

  2. The corresponding logs in the Delphix Data Control Tower. Typically, the best place to start is in the dct-proxy-1 and dct-gateway-1 containers.

  3. Logs from the Delphix Continuous Data or Continuous Compliance Engines. Requiring logs from these engines is rare as normally the error is properly caught early in the exception stack.