iGateway 4.7 service crashes on Windows Server 2025

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

• The CA iTechnology iGateway 4.7 service terminates unexpectedly on Windows Server 2025.
• The iGateway web interface becomes unreachable.
• No errors or updates are written to igateway.log at the time of the crash.
• Windows System Event Log shows: "The CA iTechnology iGateway 4.7 service terminated unexpectedly. It has done this X time(s)."
• This issue is often triggered by EEM UI operations (e.g., policy exports) but may occur during general service usage.

Environment

• Operating System: Windows Server 2025
• Product: Embedded Entitlement Manager (EEM) 12.7.2 / iTechnology iGateway 4.7

Resolution

This seems to be specific to the environment. We were unable to reproduce this issue. A potential workaround is to configure the recovery settings for this service.

 

• Open the Start menu, type services.msc, and press Enter.

• Locate the specific service in the list, right-click it, and select Properties.

• Navigate to the Recovery tab.

• Set the First failure, Second failure, dropdown menus to Restart the Service.

• Ensure the Restart service after box is set to your preferred delay (e.g., 1 minute).

• Click Apply and then OK to save the configuration.