Related to:

IAXConnection Failed to retrieve data access token, accessTokenAvailable false, api-gateway-client

Problem:

User wants to connect from Geneos gateway to ITRS Analytics. The settings under the ITRS Analytics Connection folder have been configured in Gateway Setup Editor. There may be issues with the connection, and the user account does not seem to be accepted.

Possible solutions:

This article talks about the general troubleshooting steps and common issues.

1. As a start we would suggest checking the Summary dataview of Gateway-ITRSAnalyticsConnection plugin. The accessTokenUser needs to be created on ITRS Analytics side, and accessTokenAvailable should return true if the connection is successful.

2. If accessTokenAvailable returned false, user may check the gateway log for additional error messages. The error should usually include keyword IAXConnection or ObcervConnection. Below is an example with 400 Bad Request error.

2026-03-26 14:56:52.680+0800 ERROR: IAXConnection Failed to retrieve data access token: [400]400 Bad Request at https://myiaxserver.global.example.com:443/auth/realms/obcerv/protocol/openid-connect/token

3. On the gateway server user can use "curl" command to simulate token retrieval from ITRS Analytics. The following commands should provide access token in JSON format for successful logon.

export iaxusername=mydauser
export iaxpassword=myD4P@ss
export iaxhostname=myiaxserver.global.example.com
curl -k -v -s --data "grant_type=password&client_id=api-gateway-client&username=${iaxusername}&password=${iaxpassword}" https://${iaxhostname}/auth/realms/obcerv/protocol/openid-connect/token

We have collected the common error codes with solutions below.

(a) Connection refused or network errors without HTTP return code

Solution: please check network connectivity between Geneos gateway and ITRS Analytics for firewall or other issues.

(b) HTTP/2 400

Solution: The data access user may have been assigned an initial temporary password, and it needs to be updated. User should try to connect the ITRS Analytics web console from a web browser. This helps to verify the data access user and password are correct.

(c) HTTP/2 401 / {"error":"invalid_grant","error_description":"Invalid user credentials"}

Solution: User should try to connect the ITRS Analytics web console from a web browser. This helps to verify the data access user and password are correct.

(d) HTTP/2 401 / {"error":"unauthorized_client","error_description":"Invalid client or Invalid client credentials"}

Solution: Please access the Keycloak admin in ITRS Analytics, and verify if the below setting may have been restricted.

• Go to the ITRS Analytics realm
• Select Clients
• Select api-gateway-client
• Scroll down to Capability config, and check that Client authentication should be OFF

(e) HTTP/2 404

Solution: The ITRS Analytics service address needs to match the full server and domain name installed with ITRS Analytics (not IP address or short name)

Related articles:

• Connect Geneos to ITRS Analytics (documentation)
• Gateway plugins (documentation including ITRS Analytics Connection plugin)

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