Hornbill Data Export - Protocol and timeout error when running Data Export tool

[Izu]

I have been unable to proceed wit the Hornbill Data Export process as a result of a protocol and timeout errors.. Below is the most recent error message: retrieved from the log file:

'A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond.'
 

 

[SamS]

Hi @Izu,

Can you confirm that you are NOT using a proxy? and that the following URLs are whitelisted?

Could you please confirm that there is no proxy in use(*).

Could you please confirm that there is no Firewall limiting outbound traffic over https (admittedly unlikely, but the firewall might have a white-list(**) of which applications are allowed to make the connection).

Could you please confirm that there is no Virusscanner which might be blocking ports/traffic (even less likely).

Can you confirm that https://eurapi.hornbill.com/INSTANCENAME/xmlmc/ opens to page within the browser (the browser would likely use the proxy, so a no-show of the page would only mean that there is most definitely something misconfigured on the network side).

(*) IF you are using a proxy, please double-check that you have implemented the section under HTTP Proxies : https://wiki.hornbill.com/index.php/Hornbill_Data_Export#HTTP_Proxies

(**) The URLS to white list are as follows:

• https://files.hornbill.com/instances/INSTANCENAME/zoneinfo - Allows access to lookup your Instance API Endpoint
• https://files.hornbill.co/instances/INSTANCENAME/zoneinfo - Backup URL for when files.hornbill.com is unavailable
• https://eurapi.hornbill.com/INSTANCENAME/xmlmc/ - This is your Instance API Endpoint, eurapi can change so you should use the endpoint defined in the previous URL
• In ADDITION to this, please visit https://files.hornbill.com/instances/INSTANCENAME/zoneinfo and note the "endpoint" in that result. THAT resulting URL ALSO needs to be white listed.

[Izu]

 

@SamS

Below are the responses to your questions:

1. Can you confirm that you are NOT using a proxy? and that the following URLs are whitelisted?
      We use the same proxy server for all Hornbill related network traffic. furthermore the listed URLs have been whitelisted.

2. Could you please confirm that there is no proxy in use(*).
      There is a proxy server in use.

3. Could you please confirm that there is no Firewall limiting outbound traffic over https (admittedly unlikely, but the firewall might have a white-list(**) of which applications are allowed to make the connection).
        Our Infrasturcture team has had a look and can cofirm that there are no firewalls limiting any hornbill network from the dedicated server.

4. Could you please confirm that there is no Virusscanner which might be blocking ports/traffic (even less likely).
     None

5. Can you confirm that https://eurapi.hornbill.com/INSTANCENAME/xmlmc/ opens to page within the browser (the browser would likely use the proxy, so a no-show of the page would only mean that there is most definitely something misconfigured on the network side).
      No, it doesn't display via the browser on the server.

(*) IF you are using a proxy, please double-check that you have implemented the section under HTTP Proxies : https://wiki.hornbill.com/index.php/Hornbill_Data_Export#HTTP_Proxies
       Yes, this has been applied for this utility and all Hornbill utilities.

(**) The URLS to white list are as follows:

https://files.hornbill.com/instances/INSTANCENAME/zoneinfo - Allows access to lookup your Instance API Endpoint
https://files.hornbill.co/instances/INSTANCENAME/zoneinfo - Backup URL for when files.hornbill.com is unavailable
https://eurapi.hornbill.com/INSTANCENAME/xmlmc/ - This is your Instance API Endpoint, eurapi can change so you should use the endpoint defined in the previous URL
In ADDITION to this, please visit https://files.hornbill.com/instances/INSTANCENAME/zoneinfo and note the "endpoint" in that result. THAT resulting URL ALSO needs to be white listed.

      All these URLs have been whitelisted.

[Victor]

@Izu

https://mdh-p01-api.hornbill.com/INSTANCENAME/ is not a valid URL. To be more precise is an incomplete URL as such it won't work.

The following error: 

A connection attempt failed because the connected party did not properly respond after a period of time, 
or established connection failed because connected host has failed to respond.

This is a typical error for when a connection cannot be made and one of the reasons could be that it is not allowed. Ensuring connectivity between the machine that runs an integration tool and Hornbill instance is something that each customer needs to set up in their environments, we as in Hornbill do not have access to this environment. All our integration tools are using the instance end point to connect and perform the designed operation. The instance end point information is listed on each instance in admin tool. Once in admin tool, navigate and click to the user profile on to right-hand corner then from the list click on "About". This will open an information window where the End Point information can be found. You will find out that a typical instance end point is: https://mdh-p01-api.hornbill.com/INSTANCENAME/xmlmc/. You can see now why the URL you tried is incorrect.

The connection that is not allowed to which I referred above as one of the possible reasons for the above error is the connection between the machine that runs an external stand alone Hornbill import tool and the Hornbill instance.

However, when retrieving reports however Hornbill uses the WebDav extension instead of XMLMC. As such a typical URL to retrieve a report becomes https://mdh-p01-api.hornbill.com/INSTANCENAME/dav/reports/[...]

[...] represents the report details.

Because of different access points for different type of data, one suggestion would be to ensure access to the generic end point: https://mdh-p01-api.hornbill.com/INSTANCENAME/. An alternative woudl be to whitelist each URL individually (xmlmc and dav)

 

[Izu]

@Victor,

We have carried out a series of test on versions 1.2.0 to 1.5.0 and would forward a summary of the outcome to you .

Rgds,

Izu