Troubleshooting A Relay
Relays are on-premise connections where the credentials are stored in the Synatic Relay Manager application on the server that the relay is installed on.
To access the Relay page, please follow the steps below:
- Log in to the organization and click on Relays on the menu on the left as outlined in red in the image below.
- The Relay page will open with the relays that were created for an organization. Click on the required relay to view more information on the relay. In this example, Production Relay is the required relay as shown in the below image.
- The selected relay page will appear as per the below image. The relay page also contains the endpoint names and the flows that are using the endpoints from the relay.
Status Of A Relay
The status of a relay refers to the Last Heartbeat of a relay which shows the connectivity of the relay. The Last Heartbeat of the relay is outlined in red in the below image.
There are three statuses of a relay which are the following:
Green Last Heartbeat:
The relay has connectivity to the server, and that it has been less than 10 minutes since the last active heartbeat. If a heartbeat is green but has an issue with an endpoint, it needs to be tested.
Yellow Last Heartbeat:
The service is falling out (an issue with the server or one of the systems (endpoints) that are being referenced in the relay). It has also been 10 to 30 minutes since the last active heartbeat. In cases of a Yellow Heartbeat, the relay can be restarted to regain connectivity.
Red Last Heartbeat:
The relay has lost connectivity to the server due to issues on the server or a system (endpoint) issue and that needs to be investigated on the server itself. Tt has also been more than 30 minutes since the last active heartbeat. In cases of a Red Heartbeat, the server connectivity will need to be checked by a server administrator where the endpoint system is installed on.
Testing a Relay
To test the relay’s connectivity to the endpoints (systems), click on the Test Relay button highlighted in the image below.
If there are any errors, an error message will be displayed showing the issue. An example of an error message is illustrated in the below image.
If there are no errors, a result message will be displayed. An example of a successful connectivity message is shown in the below image.
Restarting a Relay
There are three ways to restart the relay which are the following:
The Restart Relay button in the selected Relay page on Synatic:
The service can be restarted to try and establish connectivity again by clicking on the Restart Relay button on the Synatic platform as shown in the image below.
The Task Manager on the server the relay is installed on:
The service can be restarted by going to the Task Manager on the server the relay is installed on.
Open the Task Manager by either searching for it in the search bar on the Taskbar or by a right click on the Taskbar and selecting Task Manager.
Click on the Services tab and scroll down or search for Synatic with the relay name as illustrated in the below image.
- Right click on the service and then click Restart.
The Synatic Relay Manager Application on the server the relay is installed on:
The service can be restarted by going to the Synatic Relay Manager application on the server the relay is installed.
- Search for the Synatic Relay Manager application that is installed on the server where the relay is installed on. Run it as an administrator to open it as illustrated in the image below.
- Click on the File tab and click on the Open button.
Select the required relay and click on OK to open the relay’s configuration.
Click on the Relay tab and click on Stop Service. A pop-up box will appear to show that the service has been stopped.
Click on the Relay tab again and then click on Start Service. The pop-up box will appear stating that the relay has started again.
NB: Please wait a few minutes for the relay to restart. Once the relay has established connectivity again, the last heartbeat will be green in colour.