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Network connections to Messaging Gateway randomly fail or disconnect

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Article ID: 215654

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Updated On:

Products

Messaging Gateway

Issue/Introduction

Connections to the Messaging Gateway Control Center or Scanner host appear to randomly get reset or disconnected. Web browser or ssh connections will operate normally for a period of time but then will be disconnected.

Environment

Release :

Component : network, arp

Cause

This is often the results of an IP address conflict on the network. Another host or device on the network is configured with the same IP address as Messaging Gateway.

Resolution

To confirm whether a duplicate ip address exists on the network, shut down the Messaging Gateway appliance and then attempt to ping the SMG IP address. If the SMG IP address can be pinged when the SMG system is shut down, another device on the network has the same IP address.

[email protected]:~$ ssh -l admin smg
[email protected]'s password:
Last login: Thu May 20 21:45:53 2021 from lab.internal
smg [10.7.4-13]> shutdown
All services will be unavailable after the appliance shuts down.  Are you sure you want to shut down? (yes/no): yes
Connection to smg closed by remote host.
Connection to smg closed.

[email protected]:~$ ping smg
PING smg.lab.bcp (10.0.0.36) 56(84) bytes of data.
64 bytes from smg (10.0.0.36): icmp_seq=1 ttl=128 time=0.410 ms
64 bytes from smg (10.0.0.36): icmp_seq=2 ttl=128 time=0.639 ms
64 bytes from smg (10.0.0.36): icmp_seq=3 ttl=128 time=0.458 ms
64 bytes from smg (10.0.0.36): icmp_seq=4 ttl=128 time=0.443 ms
^C
--- smg.lab.internal ping statistics ---
4 packets transmitted, 4 received, 0% packet loss, time 3054ms
rtt min/avg/max/mdev = 0.410/0.487/0.639/0.091 ms

Messaging Gateway cannot share IP addresses with other devices on the network. Either the other device must be reconfigured to use a different IP address or SMG must be configured with a new IP address.