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Troubleshooting Goverlan Reach

This article will cover some of the issues a Goverlan operator may encounter when using Goverlan Reach. For more information on what Goverlan Reach is and how its configured, refer to What is Goverlan Reach.

When client machines do not register in Reach:

1. Check if the Goverlan Reach settings are being properly distributed.

The Goverlan Client must be aware of the Reach server configuration. Goverlan Reach Settings are distributed in different ways:

  • A Global Policy object of the Goverlan Central Server (preferred). This requires a DNS Service Location Record that points to your GCS. If you have a Secondary GCS installed at a client site, you also need a DNS SRV record configured at the client site that points to the Secondary GCS.
  •  An Active Directory Group Policy Object.
  •  A manual configuration via the Goverlan Client Configuration control panel applet.
  •  For On-Demand Reach Sessions, the reach configuration is provided by the GoverlanClient.exe session starter process.

To find out if Reach settings are seen by a client, open the Goverlan Client Configuration Windows Control Panel applet on the target computer:

2. Client IN/OUT state

When a Goverlan client agent starts, and a Reach configuration is detected, it will test whether it is connected on the inside of the Reach Authority network or outside of it. If the client is a desktop computer, this test occurs only once. If the client is portable (like a laptop), this test reoccurs periodically. Once a portable client has moved outside of the private network, it should be connectable via Reach within 5 minutes.

3. Reach server Communications

Once a reach node detects it is outside of the Reach Authority’s network, it will register itself to the Reach Server using the configured public service DNS name and port. A node registration requires a license. If the Reach server is out of licenses, an error will be produced both on the client side and the server side.

4. Monitoring Goverlan Client Messages

If some of your client machines are not properly registering in Reach, open the Application Log of the local Event Viewer and look for Goverlan Services source events.

The Goverlan Client will produce a set of event log messages when it starts. These messages will describe the following agent initialization steps:

1.      Goverlan Central Server detection

2.      Goverlan Reach Services detection

3.      Whether the local machine is transportable (if Reach configured)

4.      The current IN/OUT state of the local machine (if Reach configured)

If a Reach configuration was detected and the client failed to register itself, an event log entry will be injected with the reason for failure.

Updated on February 20, 2019

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