How to troubleshoot Network Connector startup failure issues in Whale Communications IAG 3.6 or in Microsoft IAG 2007

This article describes what to do when the Intelligent Application Gateway (IAG) Network Connector (NC) client does not work correctly in Whale Communications IAG 3.6 or in Microsoft IAG 2007.

The Network Connector feature is composed of the client-side and the server-side. To resolve a Network Connector client failure issue, you first must determine whether the issue affects all clients. If the failure occurs for all Network Connector clients, review the server settings arguments.

Phase 1: Identify the Client

To review the Network Connector server settings, follow these steps:

1. Open the IAG configuration console.
2. Open the application properties for the Network Connector, and then click the Server Settings tab.
3. In the Arguments field, make sure that the IP address that follows -egap is the IP address of the external IAG. If the external network adapter is behind a firewall that uses NAT, the IP address should be the public IP address of the firewall for the IAG.

If the IP address that is listed after -egap is wrong, the Network Connector starts and closes very quickly. It may appear that the Network Connector did not start at all.

If this issue happens only for some clients, use one of these clients to troubleshoot the issue. Make sure that you look for patterns when you troubleshoot issues that occur for only some clients. Answer the following questions to obtain more information about the scenario:

• Are the clients that are failing using the same operating system version and service pack level?
• Are the clients that are failing using the same browser version?
• Are the clients that are failing using the same kind of personal firewall or antivirus software?
• Are the clients located on the same network?

The answers to these questions may help narrow the problem scenario.

Phase 2: Identify the issue

Important This section, method, or task contains steps that tell you how to modify the registry. However, serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you follow these steps carefully. For added protection, back up the registry before you modify it. Then, you can restore the registry if a problem occurs. For more information about how to back up and restore the registry, click the following article number to view the article in the Microsoft Knowledge Base:
After identifying the client environment, try to determine what the issue really is. For example, if the Network Connector works intermittently, you can uninstall the client components to make sure that you are in a clean state. To do this, follow these steps:

1. Uninstall all client components:
   • Uninstall the software by using the Add or Remove Programs item in Control Panel.
   • Delete the following registry subkeys:
     HKEY_LOCAL_MACHINE\SOFTWARE\WhaleCom
2. Delete the whole Whale* folder and the files in the %programfiles% folder.
3. Restart the client computer.

Phase 3: Enable the Debug log

Important This section, method, or task contains steps that tell you how to modify the registry. However, serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you follow these steps carefully. For added protection, back up the registry before you modify it. Then, you can restore the registry if a problem occurs. For more information about how to back up and restore the registry, click the following article number to view the article in the Microsoft Knowledge Base:
If the previous steps do not resolve the problem, try to obtain more information about the moment when the Network Connector fails. You have to add a registry key to enable client debug logging. To do this, follow these steps:

1. Click Start, click Run, type regedit in the Open box, and then click OK.
2. Locate and then click the following subkey in the registry: HKEY_LOCAL_MACHINE\SOFTWARE\WhaleCom\Client\NetworkConnector
3. On the Edit menu, point to New, and then click DWORD Value.
4. Type log, and then press ENTER.
5. On the Edit menu, click Modify.
6. Click Decimal, type 4 in the Value data box, and then click OK.

The log file will be created in the "%programfiles%\Whale Communications\Client Components\3.1.0" folder. The default name will be Whliocsv.log.

After you enable the log, try to start the Network Connector again, and then see whether you have any error message on the screen. Then, look for the error message in the log file. For example, assume that you receive the following error message:In this case, open the log file, look for this error message, and then examine the previous events to determine the exactly moment of the failure. In the log file, the moment that the error message was triggered appears as follows:If you continue to track previous events, you will see the bind connection to the server and the socket information. This appears as follows:By default, the Network Connector listens on port 6003. As shown in the log, this issue is occurring because the Network Connector is listening on a different port. To correct this particular problem, follow these steps:

1. Open the IAG configuration console.
2. On the Admin menu, click Network Connector Server.
3. Click the Advanced tab, and then verify the Port under Listener.
4. Compare this port value to the port that is listed in the Server Settings tab of the Network Connector portal application properties.