Troubleshooting an unreachable STARDOG_EXTERNAL_ENDPOINT

Created by Steve Place, Modified on Wed, 10 Jan 2024 at 02:36 PM by Steve Place

If the diagnostic page shows a red exclamation point next to Service, this means your STARDOG_EXTERNAL_ENDPOINT is not reachable. A quick check to confirm the endpoint is reachable is to type the URL of your STARDOG_EXTERNAL_ENDPOINT into your browser. If you're prompted for credentials, the URL is reachable, and you may want to look at this article if you're still having network issues. If you aren't prompted for credentials, the URL isn't reachable, and your endpoint isn't working.

From here, some basic troubleshooting steps are:

  • Use nslookup [STARDOG_EXTERNAL_ENDPOINT] to see if the DNS name resolves to an IP address.
  • If it doesn't, fix your DNS (you'll need your internal IT department to do this). If it does, does it resolve to the correct IP address? If not, correct the DNS.
  • If it is the correct IP address, what happens when you substitute the IP address for the Fully Qualified Domain Name (FQDN)?
    • e.g., type https://111.222.333.444 into the web browser instead of the URL for STARDOG_EXTERNAL_ENDPOINT
  • If nslookup doesn't resolve the FQDN to an IP address, do you know the correct IP address of the Stardog endpoint? Can you put that in your browser and see if you get a username/password prompt?

If you've gone through all of these steps and are still having issues, file a support ticket and let us know everything you've tried so far.

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