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[Connectivity] The browser cannot access the platform

If the browser cannot contact the DataGalaxy Portfolio platform the following procedure can be used to identify the origin of the problem.

Check for Internet connection issue

The Internet connectivity can be checked with the following actions:

  • open another website in the browser, like https://www.google.com. Check if it’s working

  • open a console/terminal and run the following command
    ping 1.1.1.1
    Check if the ping command receive some replies or if there is timeout

    image-20240228-153305.png
    Successful ping command

If there is no Internet connection issue you can go on the next section. Else please first resolve the Internet connection issue.

Check for DNS resolution issue

First open a console/terminal and run the following command
nslookup <tenant name>.yooi.io
This should answer with 2 IP addresses like this:

image-20231212-214600.png
Successful nslookup command

In case of failure (eg timeout or non-existant domain response) run the following command:
nslookup <tenant name>.yooi.io 1.1.1.1

  • If this command succeed while the previous one failed, that means you have an issue with your DNS provider. Please first resolve the DNS issue.

  • If this command fail with a timeout, there is probably an Internet connection issue, or your ISP is filtering requests on Cloudflare 1.1.1.1 DNS server. In that case the test in non-conclusive

  • If the command fail with a non-existant domain, there is problem on the DataGalaxy Portfolio side, please contact the support to further investigation

Check for platform access issue

Try to connect to the platform (eg. open a browser on your tenant URL https://<your tenant>.yooi.io)

Error 503 or 504

Either

  • 503 Service Temporarily Unavailable

  • 504 Gateway Timeout

It could happen:

  • during a software update of the platform. This should happen only outside business hours, however exceptional condition may require update during business hours.

  • when a platform unexpectedly shutdown. The automatic recovery process should restore the platform promptly.

In case the problem remains more than a few minutes, please contact the DataGalaxy Portfolio support.

Diagnostic Tool

If you are experiencing issues such as being stuck on the loading screen or performance problems, please open the /diagnostic page on your tenant, for example https://<your tenant>.yooi.io/diagnostic.

This page provides information about SSE connectivity and the HTTP version protocol.

  • SSE Connectivity Check: If the SSE check is failing, something is preventing your browser from establishing a Server-Sent Events (SSE) connection. The most probable cause is SSL inspection deployed by your IT department. Please contact them to resolve the issue.

  • HTTP/2 and Parallel Channels: If the SSE tests are successful but both the Protocol test is failing and the SSE (20 parallel channels) test is failing, for example 6/20, you cannot perform calls using the HTTP/2 protocol. Therefore, you are limited to 2 open connections. This is also most probably related to a restriction from your IT services, such as a firewall or antivirus. Please contact them.

If the issue is still not fixed after following these checks, please contact DataGalaxy Portfolio support and provide a description of the issue along with a screenshot of the /diagnostic page.