How to Troubleshoot Secure Gateway Server Reachability Issues

This document provides a step-by-step guide to troubleshoot and verify the functionality of the Secure Gateway Server (SGS) when agents are unable to reach it from a public network.

First, make sure to go to the machine where the Secure Gateway Server is installed and verify the status of the ManageEngine Secure Gateway Server service.

1. If the service is not running, follow the steps mentioned below:

• Attempt to start the service.

2. If the Secure Gateway Server Service is running properly, follow the steps mentioned below:

• Steps to check your browser access

1. Open a browser on the machine where the Secure Gateway Server is installed and access the following URL: https://localhost:8383

Note: The port number may vary depending on the current server setup.

2. If a blank page or the login page loads in the browser, this indicates that the Secure Gateway Server is working fine.

• Steps to check your public network access

1. Open a browser on a machine connected to the public network and access the following URL: https://NAT_fqdn:port
2. If the page is accessible, this indicates that both the Secure Gateway Server and network configurations are functioning correctly.
3. If you are unable to access the page, you should consult with your network engineer to address the issue, especially since https://localhost:8383 works fine on the Secure Gateway Server installed machine.