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General Connector Troubleshooting

First, verify the Connector Protocols, Permissions, and Users.

If there is still an issue, then please verify which error message you are seeing when deploying the connector:

  1. Go to platform configuration
  2. Navigate to the servers tab
  3. Search for the endpoint with issues and click on it 
  4. Navigate to the logs tab and see details. 

Error message

When the issue appears

Solution

N/A

Status stays as pending for a very long-time (no error message generated)

If Linux, verify the account is able to run passwordless sudo commands

Invalid credentials

 

Check this article Invalid Credentials Errors

No IP Found

Windows endpoints behind a NAT

Verify the WSUS endpoint configuration is pointing to the private IP of the WSUS server

Insufficient permissions (!requiretty) 

when trying to deploy the connector on your Linux endpoints

See this article. 

 
Intigua currently disconnected

 

Deploying the connector
  • Verify that port 443 is open from endpoint to JetPatch server
  • Check worker.log via manager logs
  • Check connector log of endpoint connected on machine itself
SMB Operation Failed Deploying the connector on windows

 
  1. Check SMB2/445 Connection
  2. Check if the account has read/write/execute permissions on Windows/Temp or configure it to a different folder
  3. Check worker.log via manager logs and look for access denied ADMIN$.  See this article for a fix.
 
Intigua deployment failed, ip:  Deploying the connector

Likely /usr/share/intigua/certs permission issue.  You can verify by looking at worker.log via manager logs
Task progress could not be tracked On a connector restart

Increase throttling CPU & Memory values

Note: You cannot deploy connectors behind JetProxy, because JetProxy is a web proxy (thus, cannot use SSH or SMB).  Thus, deploy the connector from the endpoint itself

 

If there still is an issue while deploying a connector on an endpoint, please follow the next steps which will help you resolve the issue. 

  • Compare traceroute output from the machine experiencing issues and another machine from the same VLAN/network. 

 

        • Linux: traceroute -T -p 22 192.168.1.1
        • Windows: traceroute -T -p 445 192.168.1.1
    • Also, look at curl:
      • curl -v -L 192.168.1.1
    • Check ssl handshake from client
        • openssl s_client -connect 192.168.1.1:443  (Windows app, usually built-in in Linux)
  • Linux Only:
    • Check the post_install_log file in /tmp
    • Verify the account has appropriate permissions (likely to be an issue if the activity is not timing out after a few minutes)
    • Check SElinux configuration (it may limit the connection). More information can be found here.
  • Deploy the connector from the endpoint itself
    • If connector is failing to deploy from windows itself, look at tcping -t <Core-Server-IP/Name> 443
  • Look at manager logs, specifically the worker.log file in the logs folder

For any other issue, please contact the JetPatch support team with the logs attached.

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