Troubleshooting

Diagnostic Flowchart

Use the following flowchart to identify the cause of common issues.

flowchart TD
    Start[Problem?] --> ServerRunning{Server pods Running?}
    ServerRunning -->|No| PodIssue[Check pod logs<br/>kubectl logs -n synthetic-data-ns]
    ServerRunning -->|Yes| APIWorks{Does API respond?}
    APIWorks -->|No| NetworkIssue[Check Service and Gateway<br/>kubectl get svc -n synthetic-data-ns]
    APIWorks -->|Yes| ValidationFails{Request fails?}
    ValidationFails -->|Yes| ConfigIssue[Review request config<br/>Check model and data parameters]
    ValidationFails -->|No| OtherIssue[Check logs or open a support ticket]
    style Start fill:#e1f5ff

Common Issues

Pods not reach the Running state

kubectl describe pod -n synthetic-data-ns <POD_NAME>
kubectl logs -n synthetic-data-ns <POD_NAME>

Check that the Karpenter NodePool provisioned the required nodes. Ensure that OpenTofu created the S3 bucket and IAM role.

API returns 401 Unauthorized

Ensure that the login token is valid and has not expired. Re-authenticate using the login endpoint and update the Authorization header.

API returns 403 Forbidden

Verify that the user’s role includes the can_create_token permission. Follow the User Creation in PPC steps to confirm role configuration.

OpenTofu errors on tofu apply

• AccessDenied: The AWS credentials used during installation do not have the required IAM permissions. For more information about permissions, refer to the IAM Permissions for Installation section.
• BucketAlreadyExists: An S3 bucket with the same name already exists. Choose a unique bucket name or import the existing bucket into the OpenTofu state.

Helm upgrade fails with immutable field error

Delete the existing release, then re-run the install command from Server Installation:

helm uninstall synthetic-data -n synthetic-data-ns
# Re-run the install command

For more troubleshooting guidance, refer to Protegrity Support.