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Alteryx Service and Client are Incompatible

• Alteryx Server
  • All Versions
• Multiple Server nodes

Cause A

The version of Server installed on the Worker or Server UI node does not match that of the Controller.
 

Cause B

In the Remote Controller window, one or more of the following settings may be invalid:

• Host
• Token
• Use SSL/TLS

Cause C

The host machine's current resources do not meet the System Requirements.
 

Cause D

Windows Firewall or third-party firewall is blocking the connection to the Controller. When entering the IP address of the Controller in the internet browser, it returns an error saying the site can't be reached and suggests steps to check the proxy and firewall, as shown in the image below.
 

Cause E

The AlteryxService.exe component on the Controller is corrupt. When sending a request to "http(s)://[Controller Host Name[:Port (Optional)]]/AlteryxService/status" through the internet browser on the affected Worker or Server UI node, it returns an error instead of the Alteryx Service status which looks like the below:

<AlteryxServiceStatus>
  <ServerName>AlteryxService</ServerName>
  <ServerVersion>11.3.3.30523</ServerVersion>
  <ServerBuildTime>Jul  8 2017 12:56:42</ServerBuildTime>
  <Authenticated>False</Authenticated>
</AlteryxServiceStatus>

Cause F

The controller and gallery/worker times are out of sync or in different time-zones. The following error can be observed in a network trace taken from the standalone Server UI (Gallery)/Worker node:

The request timestamp does not match the server. Are the clocks set properly? Client <ipaddress>

Solution A

Ensure that the version of Server installed on the Worker or Server UI node is exactly the same as that of the Controller, down to the patch number.
 

Solution B

Verify that the settings in the Remote Controller window are valid.
 

Host

Ensure that the Controller host name resolves to the correct IP address by running the following command in Command Prompt:

nslookup [host name]

If the host name does not resolve to the correct IP address, consult your IT team to address this issue. You can also refer to the Solution in this article: How to Troubleshoot DNS Issues

If the Controller is set to use a non-default port number for communication in Alteryx System Settings, i.e., not 80 if SSL/TLS is not enabled and not 443 if SSL/TLS is enabled, then add a colon and the port number after the host name, for example:

http://[host name]:8080

Token

Ensure that the Controller token matches that on the Controller in Alteryx System Settings > Controller > General.
 

Use SSL/TLS

Check this option if SSL/TLS is enabled on the Controller, otherwise leave this unchecked.
 

Solution C

Scale up the Server host machine's resources to meet the System Requirements .
 

Solution D

On the affected Worker or Server UI node:

1. Open Control Panel, then Windows Defender Firewall, then Turn Windows Defender Firewall on or off.
   • Note: It is possible these settings are blocked by group policy, in which case you may need to involve your IT Administrators
2. Temporarily turn off window firewall settings as shown below, then test the connection to the Controller in Alteryx System Settings.

3. If the test is successful, create an Inbound and Outbound rule for the port(s) used to communicate with the Controller: 
   1. Open Windows Defender Firewall from the Control Panel and select Advanced Settings
   2. Right-Click on Inbound Rules and select New
   3. Select Port then click next
   4. Enter the required port number(s) under Specific local ports, then click Next
   5. Select Allow the connection, then click Next
   6. Select Domain, Private and Public, Next
   7. Name the rule, for example: "Enable Port 80", then click Finish
4. Most organizations leave Outbound connections open, however, if this is not the case please repeat step 3 for Outbound connections as well

Note: If internal policies do not permit you to make these changes, please consult with your IT Administrator. Please reach out to the IT admin for any third-party firewall configurations.'
 

Solution E

Reinstall the AlteryxService.exe component on the Controller machine:

1. If Alteryx Service is running on one or more Server node(s), stop them in the order described in this article: How to Restart the Services in a Multi-Node Alteryx Server
2. Open Command Prompt as Administrator
3. Run the command to change directory to the Server installation folder, for example: 

   cd "C:\Program Files\Alteryx\bin"

4. Run the command to uninstall Alteryx Service:

   AlteryxService uninstall

5. Run the command to install Alteryx Service:

   AlteryxService install

6. Start Alteryx Service on the Controller, then test the connection to the Controller from Alteryx System Settings on the Worker or Server UI node

Solution F

Ensure that both controller and worker/gallery machines are properly synced with a timeserver. May require engagement with your IT personnel.

Check if the NTP service is running fine and check if the synchronization is working fine.

Open Services → Check if Windows Time Service is running and set to Automatic

Run the following command to check if the sync is working and if the server is connected to a proper NTP server and compare it with the Controller

• w32tm /query /status

• w32tm /query /configuration

Force Time Sync

• w32tm /resync

Set a Reliable NTP Server if not configured. May need to check with your IT team

• w32tm /config /manualpeerlist:"time.windows.com" /syncfromflags:manual /reliable:YES /update

• Server System Requirements
• Adding a worker node
• Best practices for configuring Windows Defender Firewall
• AlteryxService Commands