Reach Agent failed to communicate to the CloudSOC Tenant

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Article ID: 171871

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Updated On:

Products

CASB Security Standard CASB Security Premium CASB Security Advanced CASB Audit CASB Gateway CASB Gateway Advanced Data Loss Prevention Cloud Package

Issue/Introduction

CloudSOC / CASB

Gatelet counts are much lower than the Securlet counts presented in the CloudSOC Tenant. 

 

Cause

The LAN settings cause varying issues, either separately or randomly together.

  • Local Area Network (LAN) Settings, not properly configured, cause blocked communications from the managed endpoint's Reach Agent to the CloudSOC Tenant.

Resolution

Troubleshooting Gatelet / Reach Agent Traffic:
  1. Review Certificates:
    • Ensure certificates are validated
    • Link Separate Cert Check KB
       
  2. Review LAN Settings within Browser:
    • Ensure a single URL to target is in order internally
    • Example: http://<10.IP.Addy.#>/pac/elastica.pac
       
  3. Run the following commands to clear RA Logging:
    • Run CMD as Administrator
    • cd C:\Windows\Temp del RA*
    • cd C:\Users\User\AppData\Local\Temp del RA*
    • cd C:\Users\User\Desktop\REACH del RA*
       
  4. Configure the Reach Logging for verbose mode:
    • Highlight Reach Agent icon in Systray:
    • Right-click > Logger > Verbose:
    • Open the application in question:
    • Log in and perform processes 
    • e.g. access files, send emails etc.
       
  5. Collect the Reach Agent Logs:
    • C:\Users\Administrator\AppData\Local\Temp:
      • RA_RASettings32
      • RA_RASettings64
      • RA User
      • RA System
    • C:\Windows\Temp:
      • RA_RA_Svc_exe_
    • Review and isolate any errors/warnings
      • Research errors/warnings 
         
  6. Check CloudSOC Tenant:
    • Ensure the communication under Investigate is listed