Related to:

Unable to connect to Netprobe, Netprobe rejection, Netprobe unable to connect to gateway, Netprobe connection rejected.

Problem

When trying to connect a Netprobe to a Gateway, you are unable to connect and encounter the following:

In Active Console (Hover your mouse to the Netprobe):

In the Netprobe log:

2021-08-09 14:09:06.116+0800 INFO: GW Accepting connection from gateway named 'MNL_PUGO_GATEWAY_test'.
2021-08-09 14:09:06.116+0800 INFO: ORB Gateway 'MNL_PUGO_GATEWAY_test' from pugo is not the first and has been rejected. Gateway is STAND-ALONE. Master Gateway name is MNL_PATO_GATEWAY connected from xxx.xxx.xxx.xx:53922.
2021-08-09 14:09:06.116+0800 INFO: ORB Adding to the non-master list. (0x375d550)
2021-08-09 14:10:03.042+0800 INFO: ORB Disconnecting all 1 entries from the non-master list.

Possible Causes:

Root Cause 1 - The Netprobe is connected already to a Gateway and another Gateway is trying to connect to the said Netprobe.

Root Cause 2 - The port number of the Netprobe is configured incorrectly in the Gateway.

Root Cause 3 - For hotstandby pair Gateway, Secondary Gateway will reject the Netprobe if it is still connected to the Primary Gateway. The Gateway name will be the same, but it will have a different IP Address. This information will be available in the Netprobe log.

Root Cause 4 - There is a conflict between 2 network interfaces.

Possible Solutions:

Solution Root Cause 1 - If you need to add a monitoring on a different Gateway, you will need to run a new Netprobe instance with a different port number or remove the duplicate Netprobe from the other Gateway configuration.

Solution Root Cause 2 - You need to verify the Netprobe connection (i.e. use the right port number for each connecting Netprobe). Verify the listening port in the Netprobe is the correct one, check if the Gateway machine can connect to the port from the command line (eg: telnet hostname port)

Solution Root Cause 3 - You need to check if the Primary Gateway is still up. To switch the Netprobe to the Secondary Gateway, the Primary Gateway must be offline/down or unreachable from the Netprobe host/process.

Solution Root Cause 4 - You need to validate if the Netprobe is connected to the correct Gateway. This can be done by checking both Gateway and Netprobe logs. Look for the following log entries:
1. Netprobe log will show which Gateway it is connecting to.

2021-08-09 13:36:06.041+0800 INFO: GW Accepting connection from gateway named 'MNL_PATO_GATEWAY'.
2021-08-09 13:36:06.041+0800 INFO: ORB SL_CONNECTION_REQUEST Master Gateway connected from xxx.xxx.xxx.xx. Gateway is PRIMARY.
2021-08-09 13:36:06.250+0800 INFO: ORB ORB_SYNCH_EVENT Master Gateway connected from xxx.xxx.xxx.xx. Gateway is PRIMARY.

2. Gateway log will show all the connected Netprobes on that Gateway.

2021-08-09 13:36:01.712+0800 INFO: ProbeManager Adding connection to Probe (pugo:xxxxx)
2021-08-09 13:36:02.445+0800 INFO: ProbeManager Netprobe Probe (pugo:xxxxx) Up
2021-08-09 13:36:02.474+0800 INFO: ProbeManager Requesting licence for Probe (pugo:xxxxx)
2021-08-09 13:36:02.595+0800 INFO: ProbeManager Licence for Probe (pugo:xxxxx) is available.
2021-08-09 13:36:02.595+0800 INFO: ProbeManager Requesting sampler licences for Probe (pugo:xxxxx)
2021-08-09 13:36:02.596+0800 INFO: ProbeManager 0 of 0 samplers are licensed for Probe (pugo:xxxxx)
2021-08-09 13:36:02.596+0800 INFO: ProbeManager Sending setup to Probe (pugo:xxxxx)
2021-08-09 13:36:02.596+0800 INFO: ProbeManager Finished sending setup to Probe (pugo:xxxxx)

If Issue Persists

• Please contact with our Client Services team via the chat service box available in any of our websites or via email to support@itrsgroup.com
  
  
  
• Make sure you provide to us:
  • Complete Netprobe log
  • Complete Gateway log
  • OS version of the Netprobe host and Gateway host
  • Any troubleshooting step already verified from the ones described in this article.