Reach Agent failed to communicate to the CloudSOC Tenant

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