Overview

While connecting to MyKerio, the connection fails and the following message is displayed:

Disconnected. Kerio Control is trying to establish connection with MyKerio.

The debug logs with the enabled MyKerio option display the following error:

[13/Sep/2019 09:28:16] {MyKerio} Error: Couldn't send Instance.generateId RPC call: Could not resolve host: hub.kerio.com

[13/Sep/2019 09:28:16] {MyKerio} Connection 0x7f5eb8000e10 is not in connection pool.

This article provides step-by-step instructions on how to get connected to MyKerio successfully in order to receive all the updates.

Information

Preconditions

Access to Kerio Control Webadmin.

Process

1. Check the DNS settings for Interfaces.
   
   
   
   
2.  Check the accessible update servers like bdupdate.kerio.com, prod-update.kerio.com
   
   
   
   

3. Check if the servers are reachable via IP address.

   • Ping 35.168.223.144 and ensure it is working.

   • If the hostnames of .kerio.com are not working and only IP addresses are reachable, it means the root cause is in custom DNS settings.

4. Check the Traffic Rules section to ensure nothing is blocking the connection.

5. Check the Custom DNS Settings.
   
   
6. Add Custom DNS Forwarding to the DNS name *.kerio.com to forward to the DNS server(s) 8.8.8.8
   
   
   
   
   
   
7. Check all updates for Kerio Control.
8. Try resetting MyKerio Connection for Kerio Control.
9. Use IP Tools DNS Lookup to validate that the server's IP is resolved.
10. Add Kerio Control in the MyKerio application and test again.

Confirmation

MyKerio will be working fine and all the update services (Antivirus, IPS) should be now receiving the updates.