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](https://www.manageengine.com/in/remote-monitoring-management/images/secure-gateway-server-kb.png)
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