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:
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.
Step 5 - Is Agent behind a load balancer
Is the agent behind a load balancer? If that's the case, Ask the IT to configure a sticky session in the load balancer of the agent and try again.
Step 6 - if they do use a proxy, it should be able to access this URL : Mygrower.culturatech.com as a proxy on agent server
Step 7 - Agent assembly 9200
Step 8 - Gateway side, put a small value in the long polling timeout ex: 59 in order to test connectivity to agent and gateway. Config file of gateway service.. only useful when alot of agents are having issues.. would not try if only 1 or 2 agents are not working.
Step 9 - check if new server has been installed or network configuration has changed like DNS or authentication changes or even patches have changed on client server.
