Troubleshooting Dell Boomi platform problems after migration

Document created by ellen_obrien816040 Employee on Aug 15, 2018Last modified by ellen_obrien816040 Employee on Sep 12, 2018
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The Dell Boomi platform was migrated to Amazon Web Services (AWS) on September 8, 2018. If you are experiencing a problem, you may find it in the list below.  If you continue to experience difficulties after following the suggestion or your problem is not listed, please contact Boomi Support.  

 

Note: For detailed information about the migration, including the old and new IP addresses, see Dell Boomi's Planned Improvements to its Hosting Environment

Problem: The platform.boomi.com page is blocked

If platform.boomi.com is showing up as a blocked page, it's likely that your company whitelists IP addresses and the new platform IP addresses are not allowed.  Contact your IT department to have the new IP addresses added to your company's whitelist.  

 

Problem: platform.boomi.com is taking me to the wrong place

If platform.boomi.com shows you a page that says Dell Boomi has moved, try these suggestions for troubleshooting.  

Suggestion #1: Help your browser to connect

  1. Clear the cache and cookies for your browser.
  2. Close and restart all instances of the browser.
  3. Connect to platform.boomi.com again. 

If this does not resolve your connectivity issues, proceed to the next suggestion. 

 

Suggestion #2: Wait 5 minutes for your ISP's DNS server to update

Internet service providers (ISPs) cache DNS entries for varying lengths of time (called Time to Live, or TTL). DNS is the means by which a URL is resolved to an IP address. Dell Boomi has set the platform.boomi.com TTL to 5 minutes. However, it's possible that the DNS servers at your ISP are still resolving platform.boomi.com to the old Dell Boomi platform IP address. See below for How to identify what IP address the DNS server resolves to.

 

One option is to wait for your ISP to clear their DNS cache, which could take as little as a few seconds or more than 24 hours. To determine if DNS caching is your problem, you must identify the IP address that your ISP's DNS resolves to for platform.boomi.com.  If the ISP's DNS server resolves to the old IP address, you've confirmed the problem is DNS-related.  Your best path forward is to wait at least 5 minutes (the average TTL) and then try again.  

 

If this does not resolve your connectivity issues, proceed to the next suggestion. 

 

Suggestion #3:  Flush your device's DNS cache 

If your DNS resolves platform.boomi.com to the old IP address, you can attempt to perform a DNS cache flush on your local system. A flush will work only if your local system cached the old IP address. See below for How to identify what IP address the DNS server resolves to.

Steps for flushing DNS cache for various operating systems can be found here: https://documentation.cpanel.net/display/CKB/How+To+Clear+Your+DNS+Cache.

 

If this does not resolve your connectivity issues, proceed to the next suggestion. 

 

Suggestion #4:  Contact your local IT support

If your ISP's DNS server is resolving to one of the new IP addresses but you still cannot connect to platform.boomi.com, the problem might be firewall- or proxy-related. in that case, your local IT support team is best equipped to investigate and resolve your connectivity problem.  

 

How to identify what IP address the DNS server resolves to

To identify what IP address your ISP's DNS servers are resolving the platform.boomi.com DNS entry to, you can use one of the following tools, depending on your operating system.

 

Note: These same tools can be used to identify the IP address for atom.boomi.com, which Atoms use for communicating with the Dell Boomi platform. 

 

Windows Systems:  nslookup 

Note:  These instructions are for Windows 10. Other Windows operating systems might handle launching a command prompt differently.

  1. To open a command prompt, right-click the Windows Button and click Run
  2. Type cmd and press Enter.
  3. In the command prompt window, type nslookup platform.boomi.com. 

If the old IP address is present, your ISP's DNS server is ignoring the TTL value.  The old and new IP addresses are listed here

Here's an example response from nslookup with the old IP address :  

Non-authoritative answer:

Name:     platform.boomi.com

Address:  67.192.139.75

 

Linux/Mac systems: dig

  1. Launch a terminal window in Mac or Linux. 

    macOS: https://www.wikihow.com/Open-a-Terminal-Window-in-Mac

    Ubuntu: Open the Dash by clicking the Ubuntu icon, type "terminal" and select the Terminal application. Alternatively, use the keyboard shortcut Ctrl-Alt+T.

  2. Type dig platform.boomi.com.

The ANSWER SECTION: includes the DNS name and the IP address. This example response shows the old IP address in blue bold. 

 

dig platform.boomi.com

; <<>> DiG 9.9.5-3ubuntu0.13-Ubuntu <<>> platform.boomi.com

;; global options: +cmd

;; Got answer:

;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 44956

;; flags: qr rd ra; QUERY: 1, ANSWER: 1, AUTHORITY: 0, ADDITIONAL: 1

;; OPT PSEUDOSECTION:

; EDNS: version: 0, flags:; udp: 4096

;; QUESTION SECTION:

;platform.boomi.com.            IN A

;; ANSWER SECTION:

platform.boomi.com.     285 IN A 67.192.139.75

;; Query time: 52 msec

;; SERVER: 192.168.254.1#53(192.168.254.1)

;; WHEN: Tue Aug 14 02:05:12 UTC 2018

;; MSG SIZE  rcvd: 63

Problem: Atom status is incorrect in platform — it appears offline, but is  

Both of the following must be true for the Atom status to be considered incorrect:

  1. The Atom is communicating with the platform, as indicated by the following:
    • Scheduled processes and listeners continue to run.
    • AtomSphere API calls execute successfully. 
  2. The Atom appears offline on the Atom Management page, which means users cannot:
    • Deploy processes to the Atom.
    • Execute processes manually on the Atom. 
    • View or change Atom properties. 

 

Suggestion #1:  Stop and start the Atom manually

  1. Stop the Atom service. 
  2. Wait 5-6 minutes.
  3. Start the Atom service.

 

Suggestion #2:  Contact support

If Suggestion #1 does not solve your issue or manually stopping and starting the Atom is not feasible, contact Dell Boomi Support. 

 

Problem: Execution data is not available in Process Reporting

While the platform was under maintenance, messages from the Atom were queued, waiting for platform to be available.  We forecast the system will catch up as late as 7pm ET / 23:00 UTC on September 8th.  Thank you for your patience.  

 

Still need help? 

If you need help with these steps to troubleshoot your issue, contact Dell Boomi Support.

 

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