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Troubleshooting Connectivity Issues with Luminate Connectors

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Article ID: 174942

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Updated On:

Products

Secure Access Cloud

Issue/Introduction

Troubleshooting Connectivity Issues with Luminate Connectors

Resolution

This article describes the possible connectivity problems between the Luminate Connectors and the Luminate Cloud, including the symptoms and the resolutions

Please see the section on retrieving the Connector logs after the table.

Common Connectivity Problems and their Symptoms

 Problem  Symptoms  Resolution
The Connector is not running in the corporate data center

The administration portal shows the connector in "unregistered" or "offline" state.

The orchestration solution used to run the container with the Connector does not show it as running.

Refer to the documentation of your container orchestrating service, such as, but not limited to Docker, Kubernetes, Elastic Container Service, for details on how to run containers.

The Connector doesn't manage to open an outbound connection to the Luminate Cloud

The administration portal shows the connector in "unregistered" or "offline" state and the Connector logs contain some of the following lines:

Unable to get registration information, therefore Luminate unable to recognize the connector, Consider regenerating Connector using your company management dashboard and run it again.

dial tcp i/o timeout

1. Log in to the machine running the connector and try to access the Luminate cloud with Curl.

2. If direct outbound network communication to the internet is not allowed, either modify the network security configuration or configure the Connector to use proxy, as described in this article

3. If direct outbound network communication is allowed from the machine, but is not working from the connector, please configure your Docker (or other container orchestrator) networking settings.

The Connector doesn't manage to resolve the DNS address of the Luminate Cloud

The administration portal shows the connector in "unregistered" or "offline" state and the Connector logs contain the following lines:

Unable to get registration information, therefore Luminate unable to recognize the connector, Consider regenerating Connector using your company management dashboard and run it again.

dial tcp: lookup luminate-ws.<company_name>.luminatesite.com on <DNS Server IP>: no such host

1. Log in to the machine running the connector and try to resolve the DNS address of the Luminate Cloud with nslookup.

2. If the resolving works from the machine, but doesn't from the container running the connector, please configure your Docker (or other container orchestrator) networking settings.

3. If the DNS settings of the host machine were changed after the deployment of the container running the connector, please note that, in most container orchestrators, containers inherit the host DNS settings upon creation - redeploy connector to this host with the updated settings.

The Connector doesn't manage to establish a TLS connection with Luminate Cloud due to an in-line SSL/TLS Interception The administration portal shows the connector in "unregistered" or "offline" state. Please refer to this article for handling this situation.
The Connector doesn't accept the TLS certificate of the Luminate Cloud due to lack of time synchronization The administration portal shows the connector in "unregistered" or "offline" state. Please correct the time on the host running the Connector and then restart the relevant containers.
The Connector keeps restarting for any other reason not listed above.

The administration portal shows the connector in "unregistered" or "offline" state, or is alternating between "online" and "offline" state.

The containers orchestration solution shows the Connector container as running only for a short period of time (seconds).

1. Retrieve the logs of the container running the Connector. We make an effort to make them as actionable as possible.

2. In case no apparent reason for the restart appears in the log, please open a support ticket and submit the logs in the attachment.

 

Retrieving Connector Logs

The recommended way to retrieve the Connector logs is to use the container orchestrator responsible for running the container with the Connector process and retrieve its logs.

For example, when using a standard Docker orchestrator, this can be done using "docker logs" command.