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Reach Agent failed to communicate to the CloudSOC Tenant


Article ID: 171871


Updated On:


CASB Security Standard CASB Security Premium CASB Security Advanced CASB Audit CASB Gateway CASB Gateway Advanced



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



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.


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