Overview

If GFI AppManager is unable to communicate with or retrieve information from registered appliances running KerioControl 9.4.3 or higher, proceed with the instructions below to perform necessary checks and share the information with the Support team.

Solution

To address the issue, follow these steps:

Step 1

Access the console of the affected systems via SSH and use the following command to check if the GFIAgent service is running: ps -ef | grep "GFIAgent"

Step 2

If the GFIAgent service is not running, start it with the following command: /etc/boxinit.d/70gfiagent start

Step 3

If the issue manifests despite the GFIAgent service running, collect the following information and share it with our Support team:

• All items in the /var/gfiagent/appliances folder
• All items in the /opt/kerio/winroute/logs folder
• GFIAgent logs from /var/logs/gfiagent or from the WebUI > Logs section
• KerioControl Debug logs with the AppManager debug message option enabled
• Screenshot of the GFI AppManager configuration screen (in the Product’s Web UI)
• KerioControl winroute.cfg file (Location: /opt/kerio/winroute)
• Either share the full GFI AppManager URL(s) used to access the affected appliance(s) (eg: appmanager.gfi.com/organization/300/dashboard/14287) or provide the below values from the URL:

Summary

When GFI AppManager fails to communicate with or retrieve information from appliances using KerioControl 9.4.3 or later, the solution involves checking and potentially starting the GFIAgent service, and collecting specific diagnostic information to share with the Support team. The process begins by accessing the affected system's console via SSH to verify if the GFIAgent service is active. If the service is inactive, a command is provided to start it. Should the problem persist despite the service running, a comprehensive set of data including logs, configuration files, and system settings needs to be compiled and sent to the Support team for further analysis.

FAQ

1. How do I check if the GFIAgent service is running on my appliance?
   Access the system console via SSH and execute the command ps -ef | grep "GFIAgent" to verify if the GFIAgent service is active.
2. What should I do if the GFIAgent service is not running?
   Start the GFIAgent service by entering /etc/boxinit.d/70gfiagent start in the console.
3. What information should I collect if the GFIAgent service is running but issues persist?
   Gather all items from the /var/gfiagent/appliances and /opt/kerio/winroute/logs directories, GFIAgent logs from /var/logs/gfiagent or the WebUI Logs section, KerioControl Debug logs with the AppManager debug message option enabled, a screenshot of the GFI AppManager configuration screen, and the winroute.cfg file from /opt/kerio/winroute. Share this information with the Support team.