IM tries to connect to remote robots directly even though there is a Tunnel Hub
Article ID: 403283
Updated On:
Products
Issue/Introduction
A new secondary hub is communicating back to the Primary hub without issue using a tunnel server, and the robots are successfully sending back QOS data and alarms.
The firewall is dropping packets from the Primary hub (Where Infrastructure Manager (IM) is instelled) to the robots being managed by the new hub that is configured with a TUNNEL. Looks like the primary Hub is trying to send packets to these remote robots, while it would be expected that the communication would only happen through the TUNNEL.
Why IM is querying the probe configuration on the robots being managed by the tunnel hub directly?
I'm also seeing this message when trying opening the probes under the robots managed by this hub:
Unable to reach controller node: Error message: Communication error.
Environment
DX UIM 23.4.*
Cause
TUNNEL + Name Services static route added on upstream hub. If there is a static route to a HUB The Hub and IM will try to use that route instead of using the secure TUNNEL. If the firewall is open only for the TUNNEL port, communication errors may also show as the static route will be attempted.
You only need a name services entry added in a hub's Names Services tab if:
1. There is no tunnel between 2 hubs
AND
2. if the upstream hub (eg. primary hub) cannot find a downstream (secondary hub) automatically via Broadcast (when 48000-48100 port range is open at the downstream hub).
So, if there is a TUNNEL between 2 hubs, no static ip entry is needed for any secondary hub in the primary hub's names services tab.
Also, there is no need to have any static IP entry in any other downstream hub (Eg.no need to add Primary hub in to a secondary/downstream hub name services tab).
Resolution
If there is a Tunnel between 2 hubs, remove any static route from the Name Services tab in the hub GUI:
1. Open HUB GUI
2. Go to Name Services Tab
3. Delete the static route for the hub that is already connected via TUNNEL.
Additional Information
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