Troubleshooting V5

This page is for overall troubleshooting of the Polarity V5 server

General Troubleshooting Tips

Check if containers are running

To check if the containers are running run the following command and check for the up time of the containers:

docker ps

If the up time is only a few seconds then the container is failing to start up.

Checking logs of the containers

Polarity's logs are now stored within the docker containers and can be tailed or grepped with the following command:

Polarity Platform Container

docker logs polarity_platform 

docker logs polarity_platform |& grep -i "your search term"

Polarity Web Container

docker logs polarity_web 

docker logs polarity_web |& grep -i "your search term"

Polarity Platform doesn't startup

This section will walk through what to do if the polarity_platform container is not starting or is constantly restarting:

The first thing to do is to check the /app/.env file to ensure the hostname is set correctly:

vi /app/.env 

POLARITY_HOSTNAME={{Correct Hostname}} 

If the hostname is set, check for errors in the logs of the polarity_platform container. The error will typically be at the end of the logs.

docker logs polarity_platform 

If there is an error not able to read license key then please check if the server.crt and polarity.pem files exist in the correct locations.

If the errors seems unknown, please reach out to [e-mail]

Polarity Web doesn't startup

This section will walk through what to do if the polarity_web container is not starting or is just constantly restarting:

The first thing to do is to check the /app/.env file to ensure the hostname is set correctly:

vi /app/.env 

POLARITY_HOSTNAME={{Correct Hostname}} 

If the hostnames are all set, check the errors in the logs for the polarity_web container. The error will typically be at the end of the logs.

docker logs polarity_web 

If you are seeing an error like "Private Key does not match Public Key." this typically indicates an issue with the SSL certificates causing the web container to fail to start.

See the following page for more troubleshooting details:

Installing SSL Certificate

If the errors seems unknown, please reach out to [e-mail]

Integration Store Errors

Integration store fails to load

If the integration store is failing to load completely, there might be a few issues causing the problem.

Check and ensure the global proxy is setup.

See Configuring a Proxy for more details:

Configuring a Proxy

Check to ensure the `polarity_web` container can access the integration store

docker exec -it polarity_web bash

curl -v https://integration-store.polarity.io/api/repos

If there is a successful connection, please check the certificates to ensure they are valid and that the full CA cert chain is added to the server.

Check and hostnames/IPs in the .env file

If the store is not loading or not downloading integrations then there can be a hostname/IP mismatch in the .env file. Please check the .env to ensure the POLARITY_HOSTNAME variable is set correctly.

Integration Store loads but fails to install integrations

If you are able to access the integration store, however are not able install integrations and are getting an error. Then there is most likely a missing cert in the CA cert chain path.

Recommend re-checking your CA certificates to ensure the full paths are contained.

See the CA Certificate section in the guide below

Installing SSL Certificate

Docker images are loaded but still getting an error logging in

Postgres and Redis listening for Docker IP

This is typically due to either Postgres or Redis not listening for the docker IP addresses. To check if this is occurring run the following commands:

Check the Docker IP address:

docker network inspect polarity_platform_net 

Then find where it says: IPAM Config and locate the Gateway IP address

Once you have the IP address, run the following command to check and ensure Postgres and Redis are listening on the Docker Gateway IP:

netstat - anptu | grep “LISTEN”

You are looking for the following lines:

 Postgres: {{gatewayIP}}:5432
 Redis Metric Cache: {{gatewayIP}}:7379
 Redis Integration Cache: {{gatewayIP}}:8379 

If any of those lines are missing then we will need to add the Docker gateway IP to the configurations for Postgres or Redis.

Postgres Config File location

Edit the following file to ensure Postgres is listening for the Docker gateway IP:

vi /var/lib/pgsql/15/data/postgresql.conf

Add the gateway IP to the following line: 

listen_addresses = ‘127.0.0.1,{{gatewayIP address}}’ 

Restart Postgres: 

systemctl restart postgresql 

Redis Not listening

If Redis is not listening on those ports, then it is most likely an issue with Redis not running and we recommend restarting the Redis caches:

systemctl restart polarity-integration-cache 
systemctl restart polarity-metrics-cache 

Specific Error Troubleshooting

Integration Cache Connectivity Lost

If when searching for integrations you see the following integration error:

connection has been lost with the integration cache

Then the Integration cache is likely not running or Docker is unable to connect to the Integration Cache.

You can re-establish the connection by restarting both caches:

systemctl restart polarity-integration-cache 
systemctl restart polarity-metrics-cache 

The above error typically occurs after a server reboot if the Docker service starts before the Redis and/or PostgreSQL services. We recommend following this guide to ensure that the Redis cache services (including the integration cache) start after the Docker service on a server reboot to prevent this error from happening in the future

After Upgrade Steps