connectex: A connection attempt failed because ... [ERROR] Unable to Connect to Instance

[JJack]

Hi,

Part of one of our scheduled jobs failed last night, with an 'Unable to connect to Instance':
2024/01/15 23:45:59 [MESSAGE] Import Defined Page Size 0
2024/01/15 23:45:59 [MESSAGE] Overridden Page Size 10000
2024/01/15 23:46:21 [ERROR] Unable to write Import History: Post "https://lon-p01-api.hornbill.com/icthelpme/xmlmc//data/?method=entityAddRecord": dial tcp 212.71.225.68:443: connectex: 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.
2024/01/15 23:46:21 [ERROR] Unable to Connect to Instance

(That was the final line in the log file).

The failed part was rerun and ran through okay:
2024/01/16 03:21:28 [MESSAGE] Import Defined Page Size 0
2024/01/16 03:21:29 [MESSAGE] Overridden Page Size 10000
2024/01/16 03:21:29 [DEBUG] Processing Old Log Files Current Retention Set to: 0
2024/01/16 03:21:29 [DEBUG] Connecting to Database Server: localhost
2024/01/16 03:21:30 [WARN] [DATABASE] Connection Successful
2024/01/16 03:21:30 [WARN] [DATABASE] Running database query for Customers. Please wait...

Does the mention of 'Unable to connect to Instance' indicate a problem at your end or should I check with my colleagues? I can't see what 212.71 / lon-po1 etc is supposed to be.

Thanks.

[Steve Giller]

There is nothing in our logs to indicate a drop in service, however as with any internet connection there is always the possibility of a brief break in communication - this could be anywhere from the request being sent by you, any of the hops along the way, us receiving it, or the reverse with the response to the Request.

Can you clarify what the scheduled job was? The log suggests an import, and I believe it would be one of the external Tools we provide, but it's not clear what is being used here.

[JJack]

Hi @Steve Giller,

Yes, XMLMC SQL Import Utility V3.1.0 - which is what we're using for imports from a csv file (with a json file containing
"APIKey": "999",
"InstanceId": "xxx",
...

SELECT * FROM xxx.csv
)

 

[Steve Giller]

This may simply be due to running an out of date version - it's still not clear which of the Import tools you're using, but any that have reached v.3.x so far have been updated beyond v.4 and would need updating due to the enhanced security and bugfixes in the latest versions.

[JJack]

Thanks @Steve Giller Yes, better to be up to date. As subsequent runs have gone through okay, I'll hope it was just a temporary drop of a connection.

Thanks.