Troubleshooting issues connecting your Gateway to EcoStruxure IT

Common errors with possible causes and recommended actions to help you diagnose and solve issues connecting your Gateway to EcoStruxure IT

Connectivity error

Unable to resolve host name "{0}". Verify your DNS settings.

Make sure the DNS settings are properly configured in your Gateway server's network preferences.

Other well-known sites are reachable. Verify that "{0}" is not blocked by a network filter.

Consult with your IT department to ensure that the us.struxureon.com DNS entry or IP address is added to your firewall rules as they appear to be blocked.

Proxy configuration error

Proxy server "{0}" cannot be reached or is down.

Double check your proxy configuration settings and contact your IT department to verify the status of the proxy server and its configuration settings.

Proxy server name "{0}" cannot be resolved. Check your proxy settings.

Double check your proxy configuration settings and DNS settings and contact your IT department to verify the status of the proxy server and its configuration.

Auto-detection is enabled in your proxy settings but no proxies were detected. Try manually setting proxy.

If there is a network proxy between your Gateway server and the outside internet, please configure the proxy settings manually. You'll need the IP address of the proxy server and potentially a username and password if required by your proxy configuration. Your IT department should be able to help you acquire those if they are not directly accessible.

How to set up the EcoStruxure IT Gateway proxy settings

Proxy server authentication error

Proxy authentication failure. Check your proxy settings.

Confirm that you entered the correct username and password settings for your proxy server.

Connection refused

Also unable to reach other well-known sites. Check your network connection, or, possible firewall misconfiguration.

Consult with your IT department to ensure that your server is configured correctly to reach the outside internet. A network proxy or firewall could be blocking the connection.

Response timeout

Make sure you have a working network connection.

Make sure the DNS settings are properly configured in your Gateway server's network preferences.

Forbidden

Received a forbidden response pointing to a possible proxy misconfiguration.

Double check your proxy configuration settings and contact your IT department to verify the status of the proxy server and its configuration settings.

Verify that the time and date values of the operating system of the machine running the EcoStruxure IT Gateway server are properly set. 

No route to host

Unable to reach configured router at {0}.

Make sure you have a working network connection.

No route to host. Check your routing configuration.

Make sure the DNS settings are properly configured in your Gateway server's network preferences.

Unknown host

Unable to resolve host names for any well-known sites: {0}. Verify your DNS settings.

Make sure the DNS settings are properly configured in your Gateway server's network preferences.

Untrusted SSL certificate

Certificate is expired or untrusted. Common Name (CN) does not match the URL address.

Check the certificate details to see if it has expired.

The certificate might be in the wrong place in the file system.

If the certificate was issued by a trusted authority, you may need to install one or more intermediate certificates.

With assistance from your IT group, make sure the Certificate Authority used by the proxy is added to the Cloud connectivity > Proxy settings option in the Gateway user interface, or add us.struxureon.com to the exemption list so its traffic is not intercepted.

How to solve the Gateway untrusted certificate chain error

Invalid SSL certificate

The Gateway appears to be configured to use a proxy that is using SSL interception, and the Gateway does not trust the certificate the Proxy is replacing.

With assistance from your IT group, make sure the Certificate Authority used by the proxy is added to the Cloud connectivity > Proxy settings option in the Gateway user interface, or add us.struxureon.com to the exemption list so its traffic is not intercepted.