Web Player not reachable: "RemoteServiceMonitor detected communication problem. Attempt to communicate with service timed out."

Product:TIBCO Spotfire Web Player
Versions:7.5 and higher

Summary:
After the installation, the Web Player might not be reachable or the status of the instance changes frequently from green to red. In the Nodes & Services console, the following message is seen: RemoteServiceMonitor detected communication problem. Attempt to communicate with service timed out.

Details:
After the installation, the Web Player might not be reachable or the status of an instance that has been working before changes frequently from green to red.

In the Nodes & Services console, the following message is seen: "RemoteServiceMonitor detected communication problem. Attempt to communicate with service timed out". 

When this problem occurs communication between Spotfire Server and Node Manager is not necessarily impacted. 

 

Resolution:
There can be different causes for the issue and respective solutions.

• If the status of the Web Player instance frequently changes from red to green it is advisable to apply the latest Spotfire Server and Client Service Packs and hotfixes, which may contain fixes for performance and stability issues. Note: starting from version 10.3, Service Packs and hotfixes are applied separately - install the latest Service Pack before applying any hotfixes for it. For previous versions, there is no need to apply Service Packs - simply install the latest hotfix. 
  • Service Packs
    • Download from the TIBCO eDelivery Site
  • Hotfixes:
    • List of hotfixes for TIBCO Spotfire Server  
    • List of hotfixes for TIBCO Spotfire® Clients (Analyst, Web Player (Consumer/Business Author) and Automation Services)
• Verify that the Node Manager machine is reachable from the Spotfire Server machine on the service communication port (default value 9501). For more information on ports and firewall configurations, please refer to the TIBCO Spotfire Server manual page about Ports and firewall configuration. If the Node Manager is not reachable on the specified port, check the firewall configuration on the remote node so that it allows traffic on the service communication port.
• If all required ports are open, verify whether there has been/is a network outage due to some reason in the environment, verify proxy servers, antivirus software etc.