Troubleshoot an Airwall Gateway's connection to the Conductor

Some basic steps to troubleshoot basic connectivity issues between an online Airwall Gateway and the Conductor.

Check connectivity

  1. On the page for the Airwall Gateway, go to Diagnostics > Check connectivity.
  2. Select Ping all devices.
  3. If the test fails, this could mean ICMP (Internet Control Message Protocol) packets are blocked by the firewall, or that there is not an active connection between the Airwall Gateway and devices connected to it.
    Note: Airwall Agents and Servers that are not currently running will not show up.

Run a trace route

  1. On the page for the Airwall Gateway, go to Diagnostics > Check connectivity.
  2. Scroll down to Traceroute and enter the IP address of the device you want to test.
  3. Choose the interface, and select Traceroute.
  4. Check the result to see whether UDP 10500 can traverse your network or is blocked by the firewall.
  5. If it is blocked, unblock UDP 10500 on your firewall.

Check secure tunnels

  1. On the page for the Airwall Gateway, go to Diagnostics > Secure tunnels.
  2. Select Check secure tunnels.
  3. Review the result to see if your tunnels are forming.

Capture networking data

Start a packet capture to see how traffic is traveling through your network.
  1. On the page for the Airwall Gateway, go to Diagnostics > Data capture.
  2. Select Start a Packet capture, and enter the options for the issue you're having.
  3. Try to do what you are having issues with, then return and select Stop packet capture.
  4. When the Conductor is finished processing the packet capture, select Download and view the packet capture (PCAP) file to analyze HIP and other relevant network traffic.

Create a diagnostic report

Diagnostic reports contain information on recent activity and model and firmware versions.
  1. On the page for the Airwall Gateway, go to Diagnostics > Data capture.
  2. Under Airwall Gateway diagnostic report, select Request a diagnostic report. The Conductor generates a report.
  3. Click Download and review the report for information that can help with troubleshooting.