Troubleshooting

This section provides help on addressing errors in Smart Integration Connector.

Error Log

To view the error log, click System > Logging > Error Log.

Every five minutes, by default, the Smart Integration Connector tries to connect to an established Smart Integration Connector local gateway from each application server used in a deployment. If the gateway is unable to connect, it times out and adds an error to the error log. These errors are recorded in the OneStream error log along with other errors related to the OneStream application. You can configure the interval at which OneStream application servers monitor this gateway from 1 minute to 1440 minutes (1 day) to reduce the volume of logged failures for infrequently online test or validation environments.

NOTE: It is recommended to increase the time intervals for queries that run longer than five minutes. For example, if you have a query that runs ten minutes long, you need to set your time interval to above ten minutes (such as fifteen minutes). Time intervals can be adjusted from System > Smart Integration Connector > Your connection > Gateway failures reporting interval (min).



Common Errors

  1. If you receive any of the following errors, increase the memory in your Smart Integration Connector Local Gateway Server. For queries returning over 1 million records, 32 GB or more RAM is recommended.

    1. "Error while copying content to a stream. Received an unexpected EOF or 0 bytes from the transport stream."

    2. "An error occurred while sending the request. The response ended prematurely."

  2. Gateway Version is empty.
    If your gateway is reporting online, is of type "Database Connection" and the Version is empty, verify with your IT Admin that port 443 is fully open outbound between the SIC Local Gateway Server and the Azure Relay.


  3. You may not see the Data Source Names populate when setting up the custom connection with a new gateway. It is recommended to wait for five minutes from creating a new gateway to when you create the custom connection.

  4. You receive the error: "Array cannot be null. (Parameter 'bytes')" or "System.AggregateException - System.NullReferenceException: Object reference not set to instance of object"

    NOTE: CompressionHelper.InflateJsonObject is now automatically executed as part of remote calls resulting in serialized .NET types returned from the Smart Integration Connector Gateway. Update any SIC related business rules accordingly.
    Previously, it was required that a OneStream BR developer invoking a remote Smart Integration Function be aware of the data type returned and convert accordingly after the result is returned. An example where the returned result was a byte array involved code that appeared as follows:

    Example:  

    Copy 
    bytesFromFile = CompressionHelper.InflateJsonObject(Of System.Byte())
    (si,objRemoteRequestResultDto.resultDataCompressed) 
    'The Smart Integration Connector Gateway now provides this type information back to OneStream 
    'and streamlines this conversion process using a newly added property called 
    'ObjectResultValue which is populated. 
    'When invoking the same operation shown above that previously required 
    'the type to be converted, a BR developer can do the following:
    bytesFromFile = objRemoteRequestResultDto.ObjectResultValue


  5. During compilation of remote business rules using .NET DLLs such as the ERPConnect Library to interface with SAP, incorrect or missing library references will result in an error similar (Smart Integration Connector compile error) to the image below.

Script Error During Upgrade

During upgrades, you may run into the error "a script required for this install to complete could not be run." The action to resolve this error is to rerun the Smart Integration Connector installer. If you continue to see this error during upgrades, contact OneStream support.

Data Returned as a String

Occasionally, data types can return as a string when you are expecting to see data in the original source format. Smart Integration Connector transfers data in parquet format from the Local Gateway Service to OneStream. If you are transferring a data type that is unsupported by parquet, the data converts and returns as string. You will need to add logic to re-covert the string to the desired and supported data type if needed.

Manual Start and Stop

If you run into errors with the service, you may need to manually stop and restart the service. This can be accomplished in the GUI-based Services control manager as shown below or by using the command-line/PowerShell. The name of the service when using command line tools is "OneStreamSmartIntegration"

Using the Windows Service Control Manager:

  1. Open Services from your Windows start menu.

  2. Right-click on OneStream Smart Integration Connector Gateway.

  3. Select Stop.

  4. Right-click again and select Start.

Using an elevated command-prompt:

  1. net stop OneStreamSmartIntegration

  2. net start OneStreamSmartIntegration

Using an elevated PowerShell prompt:

  1. stop-service -ServiceName OneStreamSmartIntegration

  2. start-service -ServiceName OneStreamSmartIntegration

Communication Error

If you see the following error in the Windows Service Log, it means that you have a mismatched WebAPIKey. This could occur if the WebAPI key is changed in OneStream and the configuration for the Smart Integration Local Gateway service is not exported from OneStream and re-imported into the Local Gateway Server service using the configuration utility.

[14:13:36 INF] HTTP Request with invalid API key

You can resolve this error by matching the WebAPIKey in the configuration utility.

NOTE: If the value is changed, you must restart the service.

Trusted Certificate Chain

If you are using Smart Integration Functions and set the SQL Server connection string within the function, you may receive the following error:

A connection was successfully established with the server, but then an error occurred during the login process. (provider: SSL provider, error: 0 - The certificate chain was issued by an authority that is not trusted.)

To resolve this error, include TrustServerCertificate=True; to your connection string within the function.

Gateway Unable to Connect

If your Gateway cannot connect, check your Smart Integration Connector error log for:

[2023-10-04 07:09:59 INF] Starting Listener for:  <site name>.servicebus.windows.net

[2023-10-04 07:10:00 ERR] Unable to connect: Generic: Ip has been prevented to connect to the endpoint.

To resolve this issue, verify that the IP addresses in your Whitelisting to the Azure Relay is set up properly. See Advanced Networking and Whitelisting.