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Problem: If an agent is experiencing a timeout issue. then the following steps should be done on the client’s machine for troubleshooting.

Steps:

Step 1 - Confirm the service is running?

• Please check if the services are running properly in the Agent machine. You can check that by executing the following endpoints in a browser of the agent machine:

  • http://localhost:8080/AgrisPSQL/NotificationWebService

  • http://localhost:8080/AgrisPSQL/SecurityWebService

  • http://localhost:8080/AgrisPSQL/RESTSecurityWebService/Authenticate

Step 2 - Is the port open for communication to the Greenstone secure gateway?

• Validate with your IT team if the port (8080) is open for the agent to communicate with the internet. If it is not open, please ask to add a rule to open the port through the firewall.

Step 3 - Is the application whitelisted?

• Whitelist the gateway domain in the agent network. (https://gateway.greenstonesystems.com )

Step 4 - Security applications within your network or firewall

• Check if a security application is running on the agent machine and turn it off and test connectivity.

• Review if your company has installed a security application like Windows Defender that can refuse the communication. If that is the case, please turn it off and try again.

• If the situation continues now check your company's firewall security devices to ensure the traffic is identified and available.