4.4 Troubleshooting Secure Gateway Issues

This section provides steps to follow to help identify, isolate, and resolve sync or push related issues with GroupWise Mobile Server and Secure Gateway.

4.4.1 Verifying Server Name Values and Connections

  1. From the console tree, select Intellisync Mobile Suite.

  2. Click Action > Properties.

  3. Click the Server Name tab.

  4. Verify that Sync Server Name and Network Push Server are set to the external DNS/IP address that resolves to the Secure Gateway server.

    To view information on the Secure Gateway server, click the Secure Gateway tab.

  5. Click OK.

  6. From the GroupWise Mobile Server machine, use Telnet to verify you can connect to localhost 80.

  7. From a computer connected to the Internet, use Telnet to verify you can connect to the following:

    • SyncServerName 80

    • NetworkPushServer 3102

  8. Install the Intellisync Mobile Suite client on a test device and the verify that the Sync Server Name value and Network Push Server value are correct.

4.4.2 Verifying Secure Gateway Values and Connections

  1. From the console tree, select Intellisync Mobile Suite.

  2. Click Action > Properties.

  3. Click the Secure Gateway tab.

  4. Verify that the Secure Gateway servers listed are correct DNS/IP addresses, then click OK.

  5. From the GroupWise Mobile Server machine, use Telnet to verify you can connect to SecureGateway 8865.

  6. From the Secure Gateway server, use Telnet to verify that you can connect to the following:

    • localhost 80

    • localhost 3102

4.4.3 Verifying Network Configuration on GroupWise Mobile Server

  • Add all IP addresses bound to all NICs to the hosts file, resolving to the hostname.

  • Add any IP addresses for Secure Gateway servers to the hosts file, resolving to the hostname (only required if the hostname was specified in the Intellisync Mobile Suite Admin Console).

  • If possible, verify and set the Speed and Duplex values for all NICs.

  • Verify that ipconfig /all returns correct and expected values.

  • Verify that netstat -a returns correct and expected values.

4.4.4 Verifying Network Configuration on Secure Gateway Servers

  • Add all IP addresses bound to all NICs to the hosts file, resolving to the hostname.

  • Remove all registered DNS server entries on all NICs.

  • Disable the Register this connection's addresses in DNS setting on all NICs.

  • Remove all registered WINS server entries on all NICs.

  • Disable the Enable LMHOSTS lookup setting on all NICs.

  • Set the NetBIOS setting to Disable NetBIOS over TCP/IP on all NICs.

  • Verify that ipconfig /all returns correct and expected values.

  • Verify that netstat -a returns correct and expected values.

4.4.5 Verifying Firewall Router Configuration

  • Verify that any nodes (usually firewalls and load balancers) between the Internet and the Secure Gateway server allow idle connections on port 80 and 3102 to stay active for longer than 15 minutes.

  • Verify that no IDS or packet inspection devices modify data on port 80 or 3102.

4.4.6 Testing Network Connections

  • From a computer connected to the Internet, use a browser to verify that you can access the GroupWise Mobile Server Web site.

  • From a test device, use the browser to verify that you can access the GroupWise Mobile Server Web site.

  • Run SocketLife on the Secure Gateway server and verify that a Palm device can consistently connect to port 80 and 3102 with a Seed Time value of 1, 5, and 15. You can obtain a copy of the SocketLife program from Intellisync Technical Support.