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) |
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 |
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.
|
ERROR_INTERNET_MIXED_SECURITY |
|
ERROR_INTERNET_SEC_CERT_DATE_INVALID |
|
ERROR_INTERNET_SEC_CERT_CN_INVALID |
|
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