General - How To's
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How to troubleshoot a secure gateway server startup failure?

The following steps will help you navigate and successfully troubleshoot the Secure Gateway Server startup failure:

1. Check whether the secure gateway server is on the latest build

  • Check the build number in web console> admin> secure gateway server page.
  • If it is an older build, kindly upgrade to the latest Secure Gateway Server build since the latest build may fix the issue.

2. Check ports

  • Check if any other service has occupied the Secure Gateway Server port
  • To find the service using the port, we need the process identifier of the service
  • To find the process identifier, use: netstat -ano -p tcp |find "port". Eg: netstat -ano -p tcp |find "8091"
  • To find the service associated with the process identifier use: tasklist |find "PID"
  • If any other service is running, kill the same to start the Secure Gateway Server

Secure gateway server ports

3. Check connectivity

  • Kindly check whether the RMM Central server is reachable from the Secure Gateway Server installed machine.
  • Access the RMM Central server web console on the Secure Gateway Server installed machine using:

https://rmmservername:port

https://rmmipaddress:port

For example,

https://rmmserver:8091

https://10.11.12.13:8091

4. Antivirus software

  • Check if any Antivirus software is running on Secure Gateway Server installed machine.
  • If installed, exclude the Secure Gateway Server installed directory.

5. Check nginx service

  • Check the task manager if any other nginx process is running on the Secure Gateway Server installed machine as two nginx servers cannot run on the same machine.
  • Kill all the nginx processes in the task manager and start the Secure Gateway Server.

For example,

  • Let us say that the Distribution Server is installed on the Secure Gateway Server installed machine. It runs with nginx service.
  • The Secure Gateway Server will not start as the Distribution Server is running with nginx service.
  • So, you should stop the Distribution Server service and start the Secure Gateway Server.
  • Then, you can start the Distribution Server as it can run with a backup apache server.

6. Check Windows Managment Instrumentation (WMI) service

  • Kindly check if the Windows Management Instrumentation(WMI) service is running on the Secure Gateway Server installed machine.
  • The Secure Gateway Server startup will use tasklist.exe to check the nginx service. So, if the Windows Management Instrumentation(WMI) service is disabled the Secure Gateway Server startup will fail.
  • So, kindly start the Windows Management Instrumentation(WMI) service if it is stopped or disabled. The start the Secure Gateway Server.

7. Restart

  • The Secure Gateway Server startup will also fail if any JVM process is not killed properly on the Secure Gateway Server installed machine.
  • Restart the Secure Gateway Server installed machine and then try the Secure Gateway Server startup.

8. Support

  • If none of the above-mentioned steps work, kindly contact the RMM Central server support with the Secure Gateway Server logs. You can get them at Program Files (x86)\ME_Secure_Gateway_Server\logs