New hub is showing red in IM client

Products

• DX Unified Infrastructure Management (Nimsoft / UIM)

Issue/Introduction

We have configured a hub and are trying to connect it to the primary in our on prem environment. It is showing red in IM.

We have tried a static route and a tunnel and even though we can get the tunnel to connect, after this the hub is red in IM still.

Environment

• Any release
• hub in external datacenter, cloud, AWS, etc

Cause

• network

Resolution

If you have a static route, but no tunnel and it appears to be correct on the primary, try removing it, and then adding it back in to see if that clears up the issue.

If you have configured a static route and then a tunnel, make sure to remove the static route and then delete the file hubs.sds from the hub where that route was configured. Restart the hub and the tunnel route should take over.

In some cases this is a firewall issue where the firewall is open between hubs, but there is something blocking the communication from the IM client to the tunnel server. Even though IM may be logged in to the primary hub (for example), the communication to a tunnel client may be going from the IM workstation directly to the tunnel server, bypassing the primary hub entirely -- the primary hub just provides an appropriate tunnel server IP:port to connect to.

You can resolve this by opening the firewall between IM and your tunnel servers, or setting up a tunnel between the primary hub and the tunnel servers;  the latter will force the connection to be "proxied" through the primary hub at all times instead of bypassing it.

One way to troubleshoot this issue is to call 'nametoip' on the hub you're logged in to with IM, giving the /Domain/hub/robot/hub address of the red hub - you should get back an IP:port that is the nearest local tunnel endpoint (like a tunnel server that the new client is connected to.)

.Make sure that IP:port is something that you can reach it (e.g. telnet) from the IM machine itself.

If the IP:port given is the actual IP of the new client, on port 48002, this means the static route has not been deleted properly, or the hubs have been able to communicate via broadcast.