18.17 Troubleshooting problems with the Internet gateway

This section describes what actions to take for problems that occur with an Internet gateway.

To obtain troubleshooting information for an Internet gateway:

To collect troubleshooting information, execute the getlogs.vbs command on the computer on which the problem has occurred. For details, see 18.10 Troubleshooting problems with agents.

And, collect folders and files of the following table:

Folders and Files	Contents
Log folder of the Internet gateway	`Internet-gateway-installation-folder\`log
Log folder of the Microsoft Internet Information Services	%SystemDrive%`\`inetpub`\`logs`\`LogFiles (Default)
Configuration file of Microsoft Internet Information Services	%windir%`\`System32`\`inetsrv`\`config`\`ApplicationHost.config (Default)

Folders and Files

Contents

Log folder of the Internet gateway

Internet-gateway-installation-folder\log

Log folder of the Microsoft Internet Information Services

%SystemDrive%\inetpub\logs\LogFiles

(Default)

Configuration file of Microsoft Internet Information Services

%windir%\System32\inetsrv\config\ApplicationHost.config

(Default)

In addition, check Microsoft Internet Information Services to confirm if any event log indicating an error has been output.

The following table describes the log files that are output when an error occurs:

Log type	Output destination	File name	Description
Message log file	`Internet-gateway-installation-folder\`log	JDNGWMAIN`nn`.log^# (`nn` = 01 to 05)	Information that allows you to check the operating status of the Internet gateway is output.

Log type

Output destination

File name

Description

Message log file

Internet-gateway-installation-folder\log

JDNGWMAINnn.log^#

(nn = 01 to 05)

Information that allows you to check the operating status of the Internet gateway is output.

An agent cannot connect to the Internet gateway

When an agent cannot connect to the Internet gateway, refer to the agent's log file to check the connection status.

The following information is output to a log file:

KDSF0350-I Connect to internet gateway. URL=URL-of-Internet-gateway
KDSF0351-I Connect result=connection-result
KDSF0352-I HTTP response code=HTTP-response-code

Take appropriate action based on the output connection-result and HTTP-response-code.

The following table describes information displayed for connection-result as well as the causes of the error and the corrective action.

Connection result	Causes of the error and corrective action
SUCCESS	A connection was successfully established.
ERROR_INTERNET	One of the following causes is likely, which can be solved by the corrective action described below. [Cause] The server cannot interpret requests. A server certificate has not been installed. [Corrective action] Review the host set with Host Name or IP address and the port set with Port Number which you can set by opening the Agent Configurations view of the Settings module, and under Basic settings, selecting Internet Connection Settings, and then Internet Gateway. Install a server certificate on the Internet gateway.
ERROR_INTERNET_MIXED_SECURITY	[Cause] The issuer of the server certificate cannot be trusted. [Corrective action] Install client certificates (a root certificate, an intermediate certificate, and a cross root certificate) on the managed computer, which are necessary to trust the server certificate installed on the Internet gateway.
ERROR_INTERNET_SEC_CERT_DATE_INVALID	[Cause] The certificate has expired. [Corrective action] Install a valid server certificate and client certificates.
ERROR_INTERNET_SEC_CERT_CN_INVALID	[Cause] The domain name of the URL does not match the host name of the Internet gateway. [Corrective action] Install the server certificate on the server (Internet gateway server) that has the common name specified when a request for a server certificate was made, and specify the common name to the Connection-destination settings of the Internet gateway.

The following table describes information displayed for HTTP-response-code as well as the causes of the error and the corrective action.

HTTP response code	Connection status	Error cause	Corrective action
200	S	Ended in success.	Not applicable.
400	F	The server cannot interpret requests.	Check the server and the port number at the connection destination.
401	F	The user authentication failed.	Check the authentication user ID and password for the Internet gateway. Alternatively, check the connection destination.
403	F	Access was denied.	Check the authority of the authentication user. Alternatively, check the connection destination.
404	F	The request was not accepted.	Check the connection destination.
405	F
406	F
407	F	The proxy authentication failed.	Check the user and password for the proxy server. Alternatively, check the host name and port number of the proxy server.
408	F	A timeout occurred.	Establish a connection again. If the problem persists, collect troubleshooting information by executing a command for collecting troubleshooting information, and then contact Support Service.
409	F	The connection failed due to a temporary failure.
410	F	Information was not found.
411	F	The request was denied due to an invalid sequence.
412	F	The request was invalid and therefore denied.
413	F
414	F
415	F
500	F	Processing was discontinued due to an internal error that occurred on the server.
501	F
502	F
503	F
504	F
505	F
Other than the above	F

Legend: S: Connection successful, F: Connection failed

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