Deployment Troubleshooting

Operating System Firewall Troubleshooting

If your organization's external network firewall is configured, it's possible that operating system level firewalls still require configuration to allow for transfers between endpoints.

Linux

CentOS and Red Hat Enterprise Linux use the firewall-cmd utility to configure and display information about the firewalls. If Signiant Control client testing reports one or more missing ports, firewall-cmd allows you to set ports as necessary.

To configure your Linux firewall, use the following terminal command to list all firewall rules:

$ firewall-cmd --list-all

If your firewall is correctly configured, firewall-cmd --list-all should return output similar to the following example:

public (active)
  target: default
  icmp-block-inversion: no
  interfaces: eth0
  sources:
  services: cockpit dhcpv6-client ssh
  ports: 49221/tcp 50221/tcp 49221-49421/udp
  protocols:
  masquerade: no
  forward-ports:
  source-ports:
  icmp-blocks:
  rich rules:

If the ports section is empty, or does not contain the required ranges for Jet, run the following commands to open the required port ranges:

• sudo firewall-cmd --zone=public --permanent --add-port 49221-49421/udp
• sudo firewall-cmd --zone=public --permanent --add-port 49221/tcp
• sudo firewall-cmd --zone=public --permanent --add-port 50221/tcp
• sudo firewall-cmd --reload

Once the firewall successfully reloads, run firewall-cmd --list-all to confirm the changes. Once the inbound and outbound rules are set, test client and server connectivity using Signiant Control.

Windows Server

Windows Server 2012 R2, 2016, and 2019 use Windows Defender Firewall with Advanced Security to manage custom inbound and outbound traffic rules for the OS firewall.

To open Windows Defender Firewall:

1. From the Start menu, click Settings to open the system settings.
2. Open the Network control panel.
3. Click Ethernet > Firewall > Advanced Settings.

Note: You can also open your advanced security settings from the Start menu.

Use the Inbound Rules and Outbound Rules action panels to create new Port rules to allow the following ports:

• UDP 49221-49421
• TCP 49221
• TCP 50221

In the Profile step, select Domain, Private, and Public to ensure optimal connectivity.

Once the inbound and outbound rules are set, test client and server connectivity using Signiant Control.

Communication Service Troubleshooting

If you encounter a problem with the Signiant Communication Service, the associated log files can assist when troubleshooting installation, initialization, or operational problems.

The communication service logs are stored in different locations on Linux and Windows:

Linux: /var/log/signiant/signiant-communication-service/

Windows: C:\Program Files\Signiant\logs\Communication Service\

The communication service can be configured to provide additional detail when troubleshooting issues by modifying the communication service configuration to adjust the log level.

Unless otherwise specified by Signiant Support, set the log level to trace.

To set the log level:

1. Open the Signiant Communication Service configuration file in a text editor:
   
   

   Linux: /usr/local/etc/signiant/signiant-communication-service-config.json5
   
   Windows: C:\Program Files\Signiant\Communication Service\signiant-communication-service-config.json5

2. Back up the existing JSON file by copying it to another location.
3. Modify the JSON to include logging configuration:

{
  "logging": {
    "level": "trace"
  },
  "httpProxy": null,
  "service": {
    "deviceId": "12345678-abcd-4c82-a7a1-b7d67e0c420b"
  }
}

Note: Do not modify the deviceId included in the configuration file.

3. Save and close the file.


4. Restart the communication service:
   
   
   Linux: sudo siginit restart sigmsg

Windows: Restart the Signiant Communication Service from the Services control panel.

After collecting the required logs, revert the file to the previous version, or change the logging level to info, and restart Signiant services.

Troubleshooting Operational Issues

Linux

1. Check that the SDCX Server can connect to the network, and that firewall rules are set correctly.
2. Ensure that the SDCX Server is configured to use a time service.
3. Log into the server using a terminal, and ensure all processes are running with the siginit status command. If any services are stopped, start them using siginit start <service-name>.

Note: Run siginit without any arguments to find the service command names.

4. Restart the SDCX server:

> siginit restart

5. Verify that the server is registered by checking for a deviceID in the communication service settings. Open the /usr/local/etc/signiant/signiant-communication-service-config.json5 file and ensure deviceID is present and has a value set. If it is missing, use a registration key to register the server using a cURL:

> curl -vv --data installKey=<registration_key> http://localhost:8080/spring/install

6. Run the Signiant SDCX Server troubleshooting script:

> /usr/Signiant_Media_Shuttle/bin/signiantSDCXServerTroubleshoot.sh

If no connectivity issues can be detected, contact Signiant Support.

Windows

1. Check that the SDCX server can connect to the network, and that firewall rules are set correctly.
2. Ensure that the SDCX server is configured to use a time service.
3. Open the Services control panel and verify all Signiant services are running. If any services are stopped, start them using the Start button.
4. Restart all Signiant services.
5. Verify that the server is registered by checking for a deviceID in the communication service settings. Open the C:\Program Files\signiant\signiant-communication-service-config.json5 file and ensure deviceID is present and has a value set. If it is missing, use a registration key to register the server using the desktop shortcut.
6. Run the Signiant SDCX Server troubleshooting script:

> C:\Program Files\Signiant Media Shuttle\bin\signiantSDCXServerTroubleshoot.bat

If no connectivity issues can be detected, contact Signiant Support.

Troubleshooting Installation Issues

If your system is unable to complete an installation or upgrade, ensure that your server meets system requirements. If you are upgrading your SDCX server and the installer fails, use the operational troubleshooting instructions.

If a specific service fails to upgrade, uninstall and reinstall the SDCX server software.

Note: For Windows installations, edit the registry and remove any entries related to the Signiant Communication Service.