"inst_pkg failed: communication error" - Error code 10054 - when distributing probes

Products

• DX Unified Infrastructure Management (Nimsoft / UIM)

Issue/Introduction

On windows robots where communication is enabled, we get: "inst_pkg failed: communication error" error when distributing any probe.

Telnet from robot to hub, bidirectionally, succeeds. Controller GUI can launched properly.  

AC/ ADE, fails too with "session error"

Errors while trying to deploy cdm:

Apr 23 16:29:51:777 [14320] 4 distsrv: sockCloseErr: 0########0 fd=872 ##.##.#.#/48000 socket disconnected
Apr 23 16:29:51:777 [14320] 1 distsrv: nimSessionWaitMsg: got error on client session: nims=0#########0 fd=872 10054
Apr 23 16:29:51:777 [14320] 1 distsrv: inst_pkg failed: communication error
Apr 23 16:29:51:777 [14320] 2 distsrv: Error 1 with cdm: inst_pkg failed: communication error

Environment

DX UIM 23.4.*

Cause

• Error code 10054 indicates an issue within the network or when accessing a remote server, generally indicates a connection reset or forced closure by the remote host. 
• Even though TELNET succeeds and the Firewall has been checked and seems to enabling the communication, there might still be local or decommissioned Firewall that is still active that is preventing the communication from happening as expected.

Resolution

• Perform a tracert (or traceroute) from a server to a hub to check for packet drops
  
  Example:
  tracert 192.168.1.1
  
  
• Analyze the network and ensure all Firewall rules are allowed as per Firewall Port Reference.

Additional Information

Troubleshooting UIM Robot-Hub connectivity or communication issues and errors