EcoStruxure IT Gateway known issues

Get a quick overview of EcoStruxure IT Gateway known issues and fixes. If you’re experiencing issues not on this list, or if you have other feedback, please submit a request.

• We are investigating reports of frequent communication alarms from NMC3 devices. More...

• EcoStruxure IT Gateway 1.18 for Linux must be installed in the default installation directory.

• The .stage directory may be left behind during a backup. The backup is successful. The error displayed can be disregarded.

• Gateway restore fails to execute when the locale is set to use Italian, Spanish, or Portuguese as the language. Change the locale to use English to perform the restore.

• When a proxy server is configured on the Gateway, the files required for software auto update, appliance OS auto update, Device Library update, and firmware update are prevented from downloading.
  Until this issue is addressed in a future release:

  • IT Expert Administrator users can download the latest Gateway software on the Administration > Gateways page and install it manually.
    Note: To update the software on a Gateway appliance, contact support for assistance.

  • Users with appropriate permissions can update device firmware directly on the device.

• When a web browser on the server running the Gateway is left open for an extended time, polling timeouts due to intermittent high CPU and/or memory usage can occur. Close the browser to return system resources to expected levels.

• The Gateway software update from 1.8.1 to the current version fails on Linux and appears to fail on Windows.
  Note: The update from versions earlier and later than 1.8.1 is not affected.
  See Issue updating the Gateway from version 1.8.1

• The user running the Gateway Linux installer on RHEL or CentOS must have file system privileges set to umask 0022. Otherwise, the installer cannot initialize the database.

• Starting with Gateway version 1.8.0, the Gateway appliance troubleshooting tool in Webmin incorrectly reports the HTTP status code for the Gateway Server Web API as 403 when the system is actually working normally. This is a false failure and should be disregarded. 

• Login fails after you reset the Gateway administrator user password to admin using the command line tool. Use the command line tool to change the password to something other than admin.
  Note: You cannot use admin as a login password when you create the Gateway administrator user password during onboarding, when you change the administrator user password, or when you create additional administrator users.

• IT Expert does not receive configuration information for APC devices that were discovered in the Gateway before File Transfer Settings were specified. Make sure the File Transfer Settings in the Gateway are correct for the APC devices you want to discover, and then run the discovery again. Device data will be available in IT Expert after the next polling cycle completes.

• A security update in Gateway 1.8.1 requires that Redfish devices support 2048 bit server certificates. New Redfish discoveries can fail, and previously discovered Redfish devices may be listed as offline. To discover and monitor Redfish devices, install a new certificate on the Redfish device that supports 2048 bit server certificates. 

• Redfish discoveries can fail if SNMP is enabled on the device. Check whether SNMP is enabled on the device you want to discover, disable it, and try your Redfish discovery again.

• Due to network latency, incomplete data might be displayed for a device, for example, the serial number is missing or sensors are not displayed.
  Check to see if there is a duplicate device in the Gateway device list that displays the correct values; if so, delete the device that displays incomplete information. If no duplicate device exists, check the network connection for the device, and then delete the device from the Gateway device list and rediscover it.

• The Unsupported devices and Invalid device credentials lists cannot be modified or deleted from the Gateway user interface.

• Login to the web page for a Galaxy VS UPS fails when you access it from the device details page in the Gateway. To access the device directly, type its IP address into a browser.

• When you discover NetBotz 300, 400, and 500 devices using SNMP, they are listed as unsupported devices in the Gateway. Use the NetBotz protocol to discover these devices in the Gateway.

• When you use Internet Explorer to access the Gateway, and you click Register on the EcoStruxure IT page, you'll see a message that your browser is not supported.
  EcoStruxure IT no longer supports Microsoft Internet Explorer. To register your Gateway, use Microsoft Edge, Firefox, Chrome, or Safari.

• When the browser window is maximized, you cannot scroll in the Gateway device list when more than 20 devices are discovered. Reduce the size of the browser window for best results.

• Gateway Linux systems may not perform auto update. 
  Auto update relies on the AT package. If the AT daemon is not running, auto update will fail.

  To check whether the AT package is installed on the server running the Gateway, type yum list installed at in a terminal window.

  Gateway 1.5.x

  The Gateway 1.5.0-1.5.2 Linux versions install the AT package if it is not already on the system, but does not start the daemon. To start the AT daemon:

  • Use a command, such as systemctl start atd
  • Reboot the system. After AT is installed, it will automatically start at OS boot time.

  Gateway 1.4.3

  The Gateway 1.4.3 Linux version did not install the AT package.

  Gateway 1.4.3 systems must be manually updated to the latest Gateway version.
  More about updating the Gateway

  1. Log in to EcoStruxure IT.
  2. Go to Administration > Gateways.
  3. Download the Linux Gateway and run the installer manually.

To verify that auto update is enabled on your Gateway, log in to EcoStruxure IT and go to Administration > Gateways.

• In Gateway 1.4.2.6, the Request Support link in the discovery log does not open the Device Support page in Firefox or Internet Explorer 11. Use Chrome, Edge, or Safari to access Device Support from the log.

• There is an intermittent issue in Gateway 1.4.0 where some or all devices report The <device> is not responding when they are actually online.

  If you see this error, and you have confirmed the devices are online, check the log to confirm the error.

  To confirm the error: Go to C:\Program Files\EcoStruxureITGateway\1.4.0\log on the computer where the gateway is installed, or log in to the gateway and download the console logs. Unzip the file and look at the newest console log.

  This entry will appear in the gateway logs:

  softwareVersion=1.4.0.68, originalMessage=protocol mapping error
  com.se.dcl.ddf.MappingException: no protocol type: PreCompiledMapping{resource=URL [jar:file:C:\ProgramData\EcoStruxureITGateway\1.4.0\ddfs/ddf_bundle/default/se-ddf.jar!/ddf/SNMP/protocol.xml], signed=true}

  Solution: Restart the EcoStruxure IT Gateway Service.

  1. Go to Control Panel > Administrative Tools > Services.
  2. Restart the EcoStruxure IT Gateway Server service.

  This issue will be addressed in the next release.

• As part of the software update process, the EcoStruxure IT Gateway 1.4.x installer takes a backup of your existing database. Depending on the size of your database and the performance of your server, this process can take up to 30 minutes. The typical average time is much less, 5 - 10 minutes.