Troubleshoot Engine Connectivity

Engine connectivity troubleshooting
The following provides instructions for troubleshooting connectivity issues from the engine to the endpoint.
  1. Follow the instructions in network troubleshooting.
  2. Ensure that the engine can reach the endpoint by running the following command on the server engine.
    sudo curl -kvv <endpointURL>
  3. If the engine could not reach the endpoint, try the IP with curl instruction adding the http(s)//, or try using ping.
    If this works, add the IP to the /etc/hosts file with the hostname and try to reach the endpoint again by running the following command on the engine server
    sudo curl -kvv <endpointURL>.
    If this still fails, then this is an issue of connectivity between the engine and endpoint and you need to resolve this with your networking team.
  4. Once connectivity has been confirmed via curl:
    • Try connecting within Docker without passing host networking.
      docker run -it --rm demisto/netutils:1.0.0.6138 curl -kvv <endpointURL>
      If this succeeds but the integration still fails, it could be a integration credentials issue. In that case, open a support case.
    • If without passing host networking fails, run the following:
      docker run -it --rm --network=host demisto/netutils:1.0.0.6138 curl -kvv <endpointURL>
      If this succeeds, add "python.pass.extra.keys": "--network=host" to /usr/local/demisto/d1.conf and retest the integration.
      If you see a Docker or Selinux issue, see Troubleshoot Docker Networking Issues.
  5. If the installation issue remains, open a support case with logs from the main server and engine.
    1. On the engine server, in
      /usr/local/demisto/d1.conf
      , set "LogLevel": "debug”.
    2. On the main server, navigate to
      Settings > About > Troubleshooting
      and verify that the Log Level is set to Debug.
    3. Restart the d1 service and let it run for a few minutes.
      sudo systemctl restart d1
    4. On the main server, go to
      Settings > About > Troubleshooting > Download logs
      to download a log bundle.
    5. Capture a journalctl:
      journalctl --since "1 day ago" > engineTroubleshootingJournalctl.log
    6. On the engine server, tar up the logs, conf, journalctl, and install log on the engine.
      tar -cvzf engineLogs.tar.gz /var/log/demisto /usr/local/demisto/d1.conf /tmp/demisto_install.log engineTroubleshootingJournalctl.log

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