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Resolving MyKerio Error: Couldn't send ProductCommander RPC call

Author: Vladyslav Velychko Updated

Overview

While trying to access Kerio Control via MyKerio, the appliance keeps dropping the network connection. Occasionally, you may receive "the appliance cannot be reached right now" MyKerio error.

appliance_cannot_be_reached.png

Debug logs with MyKerio option show the following output:

Screenshot_2021-01-13_at_16.56.46.png

  {MyKerio} Error: Couldn't send ProductCommander.putResponse RPC call: Failed to connect to hub.kerio.com port 443: Connection refused

  {MyKerio} Error: Couldn't send ProductCommander.getCommand RPC call: Stop signal received.

This article provides information on how to resolve such MyKerio issues.

Information

Kerio Control and MyKerio interact with each other using RPC API calls. It might happen the connection becomes unstable, causing intermittent issues. This might be coming both from the ISP side and corrupted firewall configuration.

Debug logs report zero API clients and the connection being outside of the network-reachable pool.

  {MyKerio} Connection 0x7f48fd06ae60 is not in connection pool.

  {MyKerio} 2 handlers removed during maintenance. Handlers in list: 2, API clients running: 0

As a side issue, you may get the following error:

  Product update failed. Error: Check failed (Failed to connect to prod-update.kerio.com port 443: Connection refused)

Please refer to Update check failed: Connection refused for more information.

To resolve such MyKerio RPC problems, it's recommended to reset MyKerio connection:

  1. Login to Kerio Control via SSH.
  2. Execute the following commands:
    cd /opt/kerio/winroute
    ./tinydbclient "update MyKerio set InstanceId=''"
    ./tinydbclient "update MyKerio set PairingUrl=''"
    /etc/boxinit.d/60winroute restart

    Note: the last command will reboot your Kerio Control.

  3. Re-add Kerio Control to MyKerio.

If the issue is still not resolved, it's advisable to reset the Kerio Control configuration. For Software/Virtual appliances, perform the following procedure when Kerio Control is starting:

  • Press 'Esc' to enter the Kerio boot menu
  • Choose Factory reset
    boot_menu2.png
  • Enter the verification code and press Enter.
    boot_menu5.png

For the Hardware appliances, please refer to Factory Resetting Kerio Control box.

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