Devolutions Gateway troubleshooting

This topic covers tips about troubleshooting Devolutions Gateway across multiple products.

It is possible to check if a particular gateway is alive and healthy.

1. Open a web browser.

2. In the address bar type https://<gateway.url>:<external port>/jet/health.

   Depending on the setup, it could also be `http`.

3. Press Enter.

   

If you are having trouble with a gateway, these solutions can make it easier to find more apparent errors.

1. In the Devolutions Server web UI, go to Administration – Devolutions Gateway.

2. Click More on the desired gateway.

   

3. Choose between Logs or Diagnostics.

1. Click on Logs.

   

2. Observe the logs.

   

1. Click on Diagnostics.

   

2. Observe the statuses.

   

If the service does not start at all, verify whether a file named boot.stacktrace exists in the same directory as the gateway.json configuration file. This file may contain relevant diagnostic information. Contact our support team if you are not able to identify the cause of the failure.

Issues related to self-signed certificates missing a SAN or an EKU can be resolved by updating to the latest version of Devolutions Gateway.

It is recommended to set the TlsVerifyStrict option as true whenever possible. You should also configure this option if you encounter certificate issues on macOS and Chrome.

If you experience problems loading or using web entries in Remote Desktop Manager when Devolutions Gateway is configured as a proxy, check the log files for additional details:

• Windows path: C:\Users\<user>\AppData\Roaming\jetsocat

• macOS path: /Users/<user>/Library/Application Support/jetsocat

If the issue persists, please contact our customer support team for assistance at service@devolutions.net and provide the relevant log files.