Analytics issue in ver 24.4.4.1 HF2

[Pothen Verghese]

Dear All,

The Analytics widgets under the Dashboard are showing "Cannot connect to the Analytics backend. Check the Analytics logs." error message. The IA Agent is running fine and we are not seeing any error messages under IA agent and Analytics logs. 

There was no such issue till ver 24.4.0.

The configs under the application.properties and plugin.properties are all correct. On comparing with 24.4.0, the only difference we see is under the ../backend/lib/ext folder. There are some jar files missing in the newer version. 

Any thoughts on what could be the problem here?

Regards

P Verghese

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[Jared Kessans]

I just want to mention that I have version 24.4.1.hf2 in a Sandbox environment and the Analytics is working fine.  Though both the AE server and the Analytics server are running on Windows.

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[Eric Lontz]

The only time I came across this error my postgres database service had crashed and I needed to restart it.

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[Pothen Verghese]

Thanks for the replies Jared and Eric. Our postgres db is definitely running and we can connect with psql using analytics id/password and do queries.

One very strange thing is, that the error message (Cannot connect to the Analytics backend. Check the Analytics logs.) is only visible on the clients that we added after installation. On client 0 and the default client (100), we can see data when we click on data source under dashboard.

The user-ids on new clients have all the privileges. 

Not sure what else to check here.

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[Pothen Verghese]

Dear All,

Is there some additional settings to activate Analytics for new clients in version 24.4.1? We can see the Analytics widgets with data on client 0 and 100 only. For any newly created client, the same error "Cannot connect to the Analytics backend. Check the Analytics logs." appears.

We are using 24.4.1_2025-09-04 image.

Regards

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[Michael Dolinek]

Hi @Pothen Verghese

would you be so kind and check the Analytics' log-files. The names and location are defined in the configuration-files:

• ucxedda.ini
  • GLOBAL/logging=..\temp\analytics_log_##.txt
  • TRACE/file=..\temp\analytics_trace_##.txt
• application.properties
  • logging.file.name=${logging.basedir}/analytics_backend.log

The specified filenames are example and might be different in your case.

Do you spot any errors?

But according to the displayed error message, I assume that your frontend (== AWI plugin) cannot connect to the backend. Please check also the setting of this configuration file (awi/config/webui-plugin-analytics/plugin.properties), which can be found in AWI's config-folder.

Michael

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Michael K. Dolinek

Engineering Program Manager | Agile Operation Division
Broadcom Software
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[Pothen Verghese]

Hi @Michael Dolinek

We found the cause for the problem. Actually we have a Dual Engine and AWI setup with a common Analytics Server. While the first AWI was correctly configured to 1st server that has Analytics, the second AWI (plugin.properties) was wrongly configured pointing to 2nd server. We were using the 2nd AWI for testing non-zero new clients and hence hitting this issue. 

Thanks for responding and you are spot on.

Regards

Pothen Verghese

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