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Unable to access the Learn panel server

Troubleshooting


Problem

The Learn panel is unable to connect to the Learn panel server.

Symptom

If the Learn panel cannot access the Learn panel server, it does not return any content. If access to the Learn panel server is not available, you might see a blank Learn panel or a Connection unavailable message. 

Cause

The Learn panel might not be able to connect to the Learn panel server due to one of several issues:
  • There is no internet connection.
  • The Learn panel server is temporarily unavailable.
  • The Learn panel server is being blocked by a firewall.

Resolving The Problem

Check the following to resolve the issue:
No internet connection

Ensure that the environment that you are opening the Learn panel in has access to the internet.

Learn panel server is temporarily offline

Maintenance and updates can bring the Learn panel server offline from time to time. Generally these outages do not last more than a few hours.

Learn panel server is being blocked by a firewall

If the Learn panel server is blocked by a firewall, ask your system administrator to configure the firewall to grant access to the Learn panel server.

  •  Cloud customers on Cognos Analytics and Planning Analytics - make sure you allow list URL https://cchhelp.pac.cloud.ibm.com. 

    Note: If you are using Planning Analytics on Cloud Pak for Data, run the following command to allow access to the Learn panel URL.

    oc set env deployment glass CCH_URL=https://cchhelp.pac.cloud.ibm.com/docs/cch -n <cpd-instance-ns>
  • On-premise customers - follow these steps to allow access to the Learn panel URL:
    Cognos Analytics 
    1. Go to Manage > Configuration > System and select Advanced Settings.
    2. Type Glass.learningPanelServerUrl in the Key field.
    3. Enter https://cchhelp.pac.cloud.ibm.com/docs/cch in the Value field.
    4. Click Apply.
    Planning Analytics Workspace Local - Linux and Windows
    1. Edit the /services/glass/docker-compose.yml file to include the environment variable CCH_URL=https://cchhelp.pac.cloud.ibm.com/docs/cch.

      Learn pane URL update for Planning Analytics Workspace Local - Linux and Windows

      Important: The indentation of these new lines must match the indentation of the existing container properties.

    2. To apply the change, run scripts/paw.sh if you are on Linux or scripts\paw.ps1 on Windows.
    Planning Analytics Workspace Local Distributed Swarm
    1. Edit /paw_2.0.XX/swarm/deployments/paw.yml to find the glass: service definition.
    2. Under the glass service properties, add the environment variable CCH_URL=https://cchhelp.pac.cloud.ibm.com/docs/cch.

      Learn pane URL update for Planning Analytics Workspace Local Distributed Swarm

      Important: The indentation of these new lines must match the indentation of the existing service properties.

    3. To apply the change, run /start.sh.
    Planning Analytics Workspace Local Distributed Kubernetes
    1. Edit /paw_2.0.XX/kubernetes/templates/any-node/pa-glass-deployment.yaml to find the glass container definition under containers:.
    2. Add an additional environment variable under the env: section and set the variable CCH_URL=https://cchhelp.pac.cloud.ibm.com/docs/cch as follows:

      Learn pane URL update in Planning Analytics Local Distributed Kubernetes

      Important: The indentation of these new lines must match the indentation of the existing container environment properties.

    3. To apply the change, run /start.sh.
At any time, you can also access product documentation through the following links:

Document Location

Worldwide

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Document Information

Modified date:
01 August 2023

UID

ibm16985027

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