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General - How To's

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"

  • 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 Endpoint Central server is reachable from the Secure Gateway Server installed machine.
  • Access the Endpoint Central server web console on the Secure Gateway Server installed machine using:
    • Using the Server Name:https://dcservername:port (Example: https://dcserver:8383)
    • Using the IP Address:https://dcipaddress:port (Example: https://10.11.12.13:8383)

4. Antivirus software

  • Check if there are any active antivirus software programs running on the machine where Secure Gateway Server is installed. If yes, exclude the Secure Gateway Server installed directory from the AV service.
  • If this resolves the issue and the Secure Gateway Server service starts successfully, stop the SGS service and revert the antivirus settings. To get this further analyzed, kindly reach out to Endpoint Central support with the Secure Gateway Server logs. You can find them at <Installed_Dir>\ME_Secure_Gateway_Server\logs

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.
  • 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 Endpoint Central server support with the Secure Gateway Server logs. You can get them at <Installed_Dir>\ME_Secure_Gateway_Server\logs

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