Devolutions Gateway troubleshooting

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

If you are unable to download the logs from the web, you can also find them in the installation folder: C:\ProgramData\Devolutions\Gateway.

Verify the health of a gateway

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.

   

Devolutions Gateway logs and diagnostics

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.

Devolutions Gateway logs

1. Click on Logs.

   
2. Observe the logs.

   

Devolutions Gateway diagnostics

1. Click on Diagnostics.

   
2. Observe the statuses.

   

Service fails to start

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.

Certificate compatibility

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.

Connection to the server lost

If you receive this error message, make sure that the service account configured on the Devolutions Gateway service can reach the recording destination folder and has the required permissions to create the recording folders and files.

Proxy issues

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 [e-mail] and provide the relevant log files.