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6. Troubleshooting

To ensure that every part of your Remotix Gateway Server runs fine (or to find out what might have gone wrong if anything), go to the maintenance page located at RXGW_BASE_URL/maint. When everything is fine, each module will have status “Running”.

Please note that Nginx and DB rows appear only for vapp and docker installation types. If you choose manual installation, we assume that you may be using the same nginx and database servers for many deeds and will manage them as you need.

6.1 If the maintenance page won’t open

First, please check that the machine running the Remotix Gateway server is accessible (e.g., by pinging it).

If you can access the server but still cannot access the maintenance page, something is wrong with nginx. Please check the nginx logs that are located at /var/log/nginx/error.log on the target machine. If the file is empty, it may mean that nginx is set up incorrectly.

6.2 If some modules don’t run

If the status of any module differs from Running, check the related logs. Depending on the faulty module, check the following:

  • DB (database): Errors log,
  • Back or Front: first, check the Stdout log. If it didn’t help, check the Full one.
  • Tunnel: Full log.
Maintenance - logs section

You can also find the Supervisor log here if needed: /var/log/supervisor/supervisord.log

6.3 If apps won’t connect to the Gateway

If everything – including nginx – seems to be fine according to the logs, but neither Agent nor Client apps can connect to the Gateway, there still may some connectivity problem. Please ensure that all of the required ports are open on all of the machines involved in the process.

If not changed manually, client and agent apps should use port 443 to connect with the gateway server and ports 9021, 19996, 19997, 19998 while establishing the connection.

6.4 If the connection establishment takes too long

If everything else is OK, but the connection process takes longer than 15 seconds, it most likely means that the client consistently fails to establish a peer-to-peer connection. You can fix it either on the client’s or on the server’s side.

  • To disable peer-to-peer connections in the Client:
    1. Open Remotix preferences,
    2. Go to the Network pane,
    3. In the Cloud connections section, disable both Enable UDP and Enable local TCP options.
  • To fix peer-to-peer connectivity, ensure the following:
    • The UDP connections are permitted for both Client and Agent apps,
    • Both Clients and Agents can connect to each other on ports 29997–30020.

      If none of the above helps, please also check the tunnel logs.

6.5 Other

If you need any other assistance, please feel free to contact our support, and we’ll gladly help you.