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Problem

Info
The Appliance Server is not communicating with the Cloud

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  1. Open the Cloud UI and go to Settings (on the left hand side) / Discovery / Appliances
  2. Look at the list of Appliance Servers. If your Appliance Server is listed there and has a green bar under 'Last Status' then it is communicating correctly with the cloud.

Solution

Check the Appliance Server

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Info
titleUsing NetCat to verify a port

To verify a port is available on a host:

Code Block
nc -vnzw1 <host ip address> <port>

For example:

Code Block
nv -vnzw1 1.2.3.4 8888


Verify Connectivity Across the WebSocket

The ws connection used to communicate over the WebSocket is also a http connection.

To verify that change the protocol to https and add the live-data endpoint, then use curl to connect. For example:

Code Block
curl -sI httphttps://host<host>:443/communication/live-data

If this responds with a 500 error, then communication is okay.On production this is:

Code Block
curl -sI https://iqcloud.iquate.net:443/communication/live-data

If not, typically a 403 Forbidden response, indicates that the routes are not open. (Ask DevOps to resolve)

If this responds with a 2xx or 5xx error, then communication is okay.

(If the WebSocket URL is wssws, then use a https connection)http connection)

In the Beta environment the Appliance Server public IP address needs to be whitelisted. (seeĀ /wiki/spaces/HADM/pages/1511969 for instructions)

Logs Required for Troubleshooting

On the Appliance Server

First, get the logs from the websocket in docker.

Code Block
docker logs communication_websocket-client_1 > /opt/iqas/server-4.5/log/websocket.log
docker logs communication_rabbitmq-appliance_1 > /opt/iqas/server-4.5/log/rabbitmq.log

Then take all the logs in the /opt/iqas/server-4.5/logs directory.

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