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SAP Sybase SQL Anywhere, on-demand edition 1.0 Support Package 3 » SAP Sybase SQL Anywhere, on-demand edition 1.0


Troubleshooting and additional resources

The following is a list of potential issues you may experience when running the cloud and their most likely solutions.

Problem Solution
My cloud is not running. Verify that the TCP/IP, HTTP, and HTTPS ports that you specified during the install are available.
One of my cloud partners or my cloud arbiter has stopped and I can't restart it. Verify that the TCP/IP, HTTP, and HTTPS ports for the cloud partner or the cloud arbiter are available. See Cloud server ports and port ranges.
I cannot start my cloud.

If you cannot start the cloud, check the following log files in the cloud data directory for more information:

  • logs\server1.startuplog   This file contains the console log of the administration server. This information can be useful for troubleshooting cloud administration server startup issues, including blocked ports.

  • logs\*.etd   These files are log files that contain event tracing diagnostics for the cloud. To examine these diagnostics, use the dbmanageetd.exe utility. For example, the following command merges two trace files:
    dbmanageetd -t -m data\logs\server1.trace.etd data\logs\agent_log.etd -o merged_log.txt

I cannot stop my cloud.

A cloud agent might be unavailable. If the cloud agent is unavailable, then cloud servers on that host cannot be stopped. Try stopping and restarting the agent.

I want to rename my cloud. You cannot rename a cloud once it has been created.
I cannot access a newly added host.

Try one of the following recommendations:

  • Configure the firewall to accept incoming and outgoing connections from the port range that was specified when you added the host.

  • Ensure that the UTC time on all cloud hosts are within 30 seconds of each other.

The computer that my host is on has unexpectedly shut down (for example there was a power failure).
  1. Start the computer. Starting the computer restarts the host and its cloud agent. But, the servers and database copies on the computer are not started, and they all have their current status set to disconnected.

  2. Run the RepairHost task to return the host to a running state. Repairing a host can take a significant amount of time as it involves repairing and starting all of the cloud servers and databases that were not stopped at the time that the computer crashed. Repairing and starting servers and databases may take a significant amount of time as these tasks are serialized.

I cannot start my cloud servers.

Firewalls on the host must allow TCP/IP connections.

On each host you add to the cloud, configure the firewall to allow TCP/IP connections to the TCP/IP, HTTP, and HTTPS ports used by each cloud server installed on the host. Similarly, configure any firewalls on or between a host that is used to connect to any cloud server to allow TCP/IP connections to the TCP/IP, HTTP, and HTTPS ports used by the cloud server. If firewalls are not configured properly, connections fail and the cloud can operate incorrectly.

If your firewall blocks incoming connections by application, configure your firewall to allow connections to the dbsrv16 executable. Additionally, if your firewall blocks outgoing connections by application, configure your firewall to allow outgoing connections from all cloud executables.

Creating, starting, or repairing my cloud server is taking a long time. Repairing, starting, or creating a cloud server can take a significant amount of time if similar tasks are running concurrently.
Starting or repairing my database is taking a long time. Starting or repairing a database can take a significant amount of time if similar tasks are running concurrently.
The current status of some of my cloud servers quickly changes from connected to disconnected, and then back to connected.

When cloud partners switch roles, the cloud servers may have their current status change from connected to disconnected and then back to connected. This temporary status change typically takes place in less than 60 seconds.

Client connections to tenant databases running on these cloud servers are not affected.

If a task is running on either of the cloud partners when the role switch is initiated, the role switch only takes place after the task has completed. However, if the role switch is initiated due to one of the cloud partners failing, there is a chance that tasks that were running on the partner will also fail.

My cloud server is disconnected. Try starting the cloud server. See Starting cloud servers.
I cannot upload my database to the cloud.

You may be using a proxy server to upload your database file that has a size limitation. On Windows, check the LAN settings of Internet Explorer to ensure that the Proxy server setting is not selected. Internet Explorer LAN settings can affect whether other browsers use proxy servers or not. If you cannot clear your Proxy server setting, contact your IT department to disable proxy server usage for your local area network.

On Linux, navigate to System » Preferences » Network Proxy to change your proxy server settings.

I typed the wrong user ID and password when I added the database to the cloud.

If you specified an incorrect user ID or password, do one of the following:

  • In the Cloud Console, try starting the database and provide the correct user ID and password when prompted.

  • Run SpecifyDatabaseUserandPassword task to provide the correct user ID and password.

My database is disconnected.

Try repairing the database. See Repairing databases, servers, hosts, and backup copies.

Starting the database determines the current status of the database and runs the necessary tasks to ensure that the database is running.

A database may show as disconnected if the cloud server it is running on is not connected to the cloud. However, connections to the tenant database are not necessarily disabled, and the tenant database may continue running as normal, even though it is temporarily disconnected from the cloud.

I cannot connect to the database that I just added to the cloud. You add a database to the cloud and then immediately try to connect to it. If this connection fails with a "Specified database not found" error, try connecting again. It can take a few seconds for the information about the database to get updated throughout the cloud.
I received an alert that my cloud could not upload usage information to Sybase.

A cloud partner cannot establish a TCP connection to the Usage Server ([external link] There might be an issue with your DNS or firewall.

From the host where the cloud partner resides, verify that you can ping the Usage Server. For example, run the following command:

I cannot send emails from the cloud. Verify that your IT tools, such as a virus scanner, allow you to send outbound emails using port 25.
Backing up my tenant database is taking a long time. You can cancel a backup in progress. Navigate to the Backups panel. Under Backups in progress, select the relevant backup and click Cancel.
 See also

How do I fix a cloud object that is in an undesirable state?
How do I find out where my database and backup copies are stored if my cloud is stopped?
Submitting error reports
Viewing diagnostic information for the cloud (Cloud Console)
Viewing diagnostic information for the cloud (dbmanageetd)
DocCommentXchange (DCX)
Documentation conventions
SQL Anywhere Forum
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