How to determine when the error "The analysis could not be opened because no web player services are available. Contact your Spotfire administrator " is due to network connection issue

How to determine when the error "The analysis could not be opened because no web player services are available. Contact your Spotfire administrator " is due to network connection issue

This article provides log examples that can be used to determine when the error "The analysis could not be opened because no web player services are available. Contact your Spotfire administrator " is due to network connection issue, and not because there are no non-exhausted Web Player instances. 1. There will be a "Connection reset by peer: socket write error" in the server log which indicates that connection was lost due to network issues.

From server.log:

DEBUG 2018-07-23T13:16:37,550+0100 [user, #51902, #478729] util.sql.PoolingDataSource: Stale connection: failure executing the ping query
com.microsoft.sqlserver.jdbc.SQLServerException: Connection reset by peer: socket write error
    at com.microsoft.sqlserver.jdbc.SQLServerConnection.terminate(SQLServerConnection.java:1748)
    at com.microsoft.sqlserver.jdbc.SQLServerConnection.terminate(SQLServerConnection.java:1732)

2. There will be a "StatusCode=ProtocolError" on the webplayer log which clearly confirms that connection was lost due to a network communication issue.

From Spotfire.Dxp.Worker.Host.Debug log:

DEBUG;2018-07-23T13:36:27,475+01:00;2018-07-23 12:36:27,475;1639d4e4-abbb-4476-be87-61160c549778;202346c1acc7vN;959;;Spotfire.Dxp.Services.ServerInformation;"Failed to retry load balanced request on 'https://server:9443/spotfire/ws/LoggerService' with StatusCode=ProtocolError and HttpStatus=403"

3. We will see below log entries which says that the TIBCO Spotfire Server not being reached.

From server.log:

Spotfire.Dxp.Framework.Library.LibraryException: The server could not be reached ---> Spotfire.Dxp.Services.Library.LibraryServiceException: The server could not be reached ---> System.Net.WebException: The request could not be sent due to an internal error. ---> System.ComponentModel.Win32Exception: The request could not be sent (0x2EF1).

4.  Below entry in Web Player log also shows that server could not be reached

From Spotfire.Dxp.Worker.Host.Debug log:

ERROR;2018-07-23T13:31:08,718+01:00;2018-07-23 12:31:08,718;1639d4e4-abbb-4476-be87-61160c549778;202346c1acc7vN;WorkThread 1513;user WAT 1103;Spotfire.Dxp.Framework.Library.InternalLibraryManager;"Failure executing Library operation 'load'."
Spotfire.Dxp.Services.Library.LibraryServiceException: The server could not be reached ---> System.Net.WebException: The request could not be sent due to an internal error. ---> System.ComponentModel.Win32Exception: The request could not be sent (0x2EF1).

5. Below entry shows that Web Player gave up as the Node Manager server was not reachable

From Spotfire.Dxp.Worker.Host.Debug log

WARN ;2018-07-23T13:36:27,475+01:00;2018-07-23 12:36:27,475;1639d4e4-abbb-4476-be87-61160c549778;202346c1acc7vN;959;;Spotfire.Dxp.Services.WebServiceBase`1[[Spotfire.Dxp.WebServices.LoggerService, Spotfire.Dxp.Services, Version=25.12.11913.3933, Culture=neutral, PublicKeyToken=789861576bd64dc5]];"WebServiceCall failed, giving up.

6. Below entry shows that irequest could not reach Node Manager service and gave "No web player services available" message, that confirms there was a network communication issue

From server.log:

ERROR 2018-07-23T13:33:16,854+0100 [user, #50920, #483800] wp.controller.WebPlayerExceptionController: Internal Server Error d2c8c564-a61b-453b-ac83-c225481536ce: No web player services available.
com.spotfire.server.exceptions.NoWebPlayerServicesException: No web player services available.

7. Node Manager log also confirms the network communication issue. Below error "server.http.HttpCallable: Failed to send request to..." with "java.net.SocketTimeoutException: Read timed out" clearly says there is communication discrepancies between spotfire server and nodemanager.

From nm.log:

DEBUG 2018-07-23T13:43:50,432+0100 [pool-1-thread-8] server.http.HttpCallable: Failed to send request to 'https://server:9443/spotfire/nodemanager/command' : I/O error on POST request for "https://server:9443/spotfire/nodemanager/command":Read timed out; nested exception is java.net.SocketTimeoutException: Read timed out. MessageEnvelope [sender=Node [serverId=a8274f7e-f3cb-4422-b7c7-c8f0fd05d77f, serverName=server.com, capabilities=[WEB_PLAYER, AUTOMATION_SERVICES], platform=WINDOWS, port=9443, primus=false, primusCapable=false, remote=true, online=true, deploymentArea=7db0cb36-4692-4407-b479-e12aecfba542, siteID=5c2c7b84-e1f4-4187-9799-85a2a48f0ebc], message=ReplyCommand [controlCommandType=REPLY_IDENTIFY_SERVICES, eventDataType=COMPLETED_TERMINAL_COMMAND, commandGuid=fb3af3d9-aacd-46a9-a795-1ea00efc9900

KB: 000036946 Cannot open an analysis in the TIBCO Spotfire Web Player with error "The analysis could not be opened because no Web Player services are available. Contact your Spotfire administrator"

• https://support.tibco.com/s/article/Cannot-open-an-analysis-in-the-TIBCO-Spotfire-Web-Player-with-error-The-analysis-could-not-be-opened-because-no-Web-Player-services-are-available-Contact-your-Spotfire-administrator