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Troubleshooting

Follow these steps to troubleshoot and resolve any configuration or usage issues with ShardOne, using the available troubleshooting guides and feature-specific documentation:

Troubleshooting Datasources​

This section provides suggestions for troubleshooting common scenarios when configuring datasources.

Errors

  • Communications link failure. The last packet sent successfully to the server was 0 milliseconds ago. The driver has not received any packets from the server.
  • Unknown database '< Database Name>'
  • The access credentials are incorrect
  • Test Connection Failure: The given S3 bucket '< bucket>' does not exist
  • The request signature that was calculated does not match the signature provided by the user. Check the AWS Secret Access Key and signing method.
  • WorkGroup is not found.
  • IO Error: Unknown host specified

Solutions

  • Ensure a stable internet connection.
  • Verify the configuration particulars of the datasource, and confirm that valid details have been supplied.
  • As part of security, Databases usually have access restricted to a few IP addresses. Ensure the server/system has it’s IP address whitelisted in corresponding datasources.
  • For AWS S3 and AWS Athena, Ensure the access key and secret key are correct and belong to a role that has the necessary AWS privileges.
  • Alternatively, if an IAM role is used, ensure that the role has the necessary AWS privileges.

Errors

Solutions

  • The Metadata Discovery might consume a considerable amount of time if there large number of items in the database. Therefore, it is advised to ensure that a stable network connection is maintained throughout the entirety of the process.

Troubleshooting Query Processing​

In this section, suggestions for troubleshooting various common scenarios related to query execution.

Errors

  • Query does not go to a completion stage
  • Query fails after four hours

Solutions

  • Run the query on a system with better specifications i.e with more RAM and more number of CPU cores.
  • Update the SQL statement to process fewer data.

Troubleshooting SQL​

This section provides suggestions for common scenarios when writing SQL queries and troubleshooting syntax and access issues.

Error

  • SQL Syntax Error

Solution

  • The error thrown will have a detailed description of what syntax is wrongly provided. It may be the usage of keywords in incorrect syntax, usage of double quotes (“) in filters, leaving open parenthesis unclosed, etc.

Error

  • Unsupported query

Solution

  • This means that ShardOne does not support the query yet. To know more on how to refactor the query to a version that ShardOne recognises, refer to this.

Error

  • Alias doesn’t exist
  • Item doesn’t exist
  • Field doesn’t exist

Solution

  • Verify whether the item name/alias name/field exists and is correctly used in the query.

If encountering different errors or if the earlier solutions don't work, contact the support team at support@shardone.com. For the Trial Version on a Virtual Machine, remember to get the server logs. Need help with this? Refer to this.