Why can't I load my Content Library?

Overview

The Content library (Liquid Content) microservice can have problems loading after trying to access the content library through the Persona Bar. This is mainly due to the microservice content is being loaded from dnnapi.com which is hosted in the DNN Cloud. 

 

Prerequisites

 

Diagnosis

Being unable to access the Content Library can be due to multiple factors and receiving the "Cannot retrieve the types: undefined" error message :

  • Communication issues between the server and the microservices server being able to establish a secure connection.
  • A mismatch or invalid tenant ID.
  • The Microservices server is down.

 

Solution

Communication Issues

Users may run into issues with DNN after changing to TLS 1.2 connecting to/passing information to third-party services or systems. On checking the error logs, the following will be seen in the DNN log files (Root/Portals/_default/Logs folder):

Error: The underlying connection was closed: An unexpected error occurred on a receive. The client and server cannot communicate, because they do not possess a common algorithm.

Follow this KB to have DNN force outbound connections to use TLS 1.2.

 

Invalid Tenant ID or Mismatch

Each microservice instance is linked to a unique tenant ID, there may be a mismatch of tenant IDs between the DNN environment ID and the DNN Microservice ID. You will need to reset the Content Library to restore the content.

 

To reset the Content Library:

  1. You will need to first Disable Microservices for the Content library.
  2. After disabling the content library, you will now need to access the Content Library again by going into Content > Content Library.
  3. From here you will be brought to the Opt-In screen once again, you will need to click next.2020-09-17_15_26_38-Window.png
  4. Click "Enable Feature".

If the Content Library is still not accessible or the content is empty. You will need to submit a copy tenant request to Support.

 

Microservices server is down

When the Microservices server is down, the DNN application will not be able to populate the Content Library list. Our SaaS Team will be monitoring the status of the microservice on a 24/7 basis and will resolve outages in less than 24 hours.

 

You can test the uptime of the Content library by accessing "https://dnnapi.com/content/api/version".

If you can see a version number when you access the URL, this will mean that the Microservices server does not have a current outage.

For example:

{
  "version": "1.27.0.0"
}

<supportagent>As an agent, you can check the uptime history through a trilogy task monitor to see if there have been any failures in the Content Library microservice.

If you see a failure, the SaaS Ops team will most likely already aware of this, please check the SaaS Incident type in the DNN Project JIRA for the relevant alert (the name should be in the lines of "dnn-s-ping-structured-content-api-check").

Make sure to communicate that the microservice has a current outage in the DNN Outages XO Chat</supportagent>

 

Testing

To test that this issue has been resolved:

  • Go to Content > Content Library and open the Content library feature and see if the error message appears.

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