Why do I get "Error: The server response timed out" every time I try to review results in the Polyspace Access Web UI?

I installed and started Polyspace Access, and provided the path to the license file in the "Configure Apps" menu within the Cluster Admin dashboard. 

I clicked "Restart Apps" and all the apps are running including the Polyspace Access UI, and I uploaded results to Polyspace Access. I can see the results listed in the web UI, but when I try to review the results I get  "Error:The server response timed out" every time.

There is no attempted license checkout https://www.mathworks.com/help/polyspace_access/install/configure-polyspace-access-license.html in the license manager debug log file.

Answer 1

[MathWorks Support Team]

The error "The server response timed out" can happen intermittently in older releases of Polyspace Access, so if you are using an old release like R2020b, it may be necessary to update to a newer release:

Update Polyspace Access

https://www.mathworks.com/help/polyspace_access/install/install-update-or-upgrade-to-new-version-of-polyspace-access.html

However, if you receive this error persistently in a newer release, it could be a licensing issue, especially if the Polyspace Access license is being served from a license manager running on a different server than the one where Polyspace Access is installed.

To rule out a connection issue to the license manager, run this command to access a shell within one of the running docker containers:

docker exec -it polyspace-access-web-server-0-main bash

Then use the following command template to test the connection to the license server ports: 

curl -v telnet://<license_server_hostname>:27000

If that connection is successful, you should also test the other port that the license manager is using. You can find out which port is being used by searching the license manager debug log file for "port". If the license server has a firewall, you should set this port in the DAEMON line of the license.dat file with "port=27001" for example, then restart the license manager:

curl -v telnet://<license_server_hostname>:27001

For more information, see this article:

What ports does the Network License Manager use, and how can I set those ports?

https://www.mathworks.com/matlabcentral/answers/96756

If the connection fails, retry the command with the IP address of the license server instead of the hostname.

If the connection works with IP address but not hostname, you can replace the hostname in the SERVER line of the network.lic file with the IP address of the license server. For more information on creating the network.lic file, see this page:

Configure Polyspace Access License

https://www.mathworks.com/help/polyspace_access/install/configure-polyspace-access-license.html