Troubleshooting e-gap appliance sync issues

Source: Microsoft Support

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This article explains step to help return sync back.

To obtain the IAG version number.
On Internal machine, open eGap Configuration GUI.

Check syncmonitor (icon in system tray).  If it’s red, continue on.  If it’s green, that means the box is in sync and there’s a different issue.
Activate the configuration to try to jumpstart the eGap.  If this sends the box into sync, don’t bother with the next steps. If it doesn’t, continue on.
Right click on all trunks (HTTP, HTTPS, etc) and select “disable” (***NOT DELETE***).  Activate.  If this sends the box into sync, move on to step 2-d.  If it doesn’t, move on to step 5.
Re-enable all trunks, activate again.  If this sends the box into sync, he’s fixed.  If it doesn’t, continue on.
Check for all Whale services on the Internal.  They’ll be named Whale something-or-other.  Make sure they’re all running.  If they are, right-click the “Whale Log Service” and select “restart”.  This restarts all whale services.  If it hangs restarting the World Wide Web publishing service (you’ll see it taking too long trying to stop the service), open up a command prompt and type “iisreset /stop”.  Once all services are restarted, activate the config again.  If this sends the box into sync, he’s fixed.  If it doesn’t, continue on.
start -> programs -> egap -> additional tools -> eGap Scsi Manager
This should find the eGap switch
Click on Advanced
the eGap switch should be found at Host ID 0 SCSI ID 5 LUN 0
Click on SCSI Device Description
This should return WhaleCom e-Gap Shuttle v004.006
Click on Check Write Protection
This should report that the device is not write protected
If all of these tests secured it indicates that the side that you are testing from is working as expected. If any of these tests fail or report that the device can not be found remove and re-attach the external SCSI cable. Make sure that there are no bent pins. Reboot the system in question. If the connection is loose or intermittent the eGap Switch will not be detected in the right SCSI mode and will not work properly.
Once the system has passed the tests we will want to force the switch to the other side and do the same tests again. To switch the eGap to the other side
Select the SCSI Operations Tab
If all of those tests succeed we will want to do the following tests to test communication between the two systems. These next 2 tests need to be run from both systems at the same time, so configure one to start and then switch to the other system via kvm or other console and start the test on that system. There is about 100 seconds in witch both tests must be started.
Select the Spin Test Tab
If any of these steps have errors take a screen shot of the errors and we'll troubleshoot from there.  Skip the next steps.
On the External machine, check the Whale services to make sure they’re running.  If any aren’t (excluding the Network Connector.  This isn’t required to be running), start them.  If you get any errors, make note of them.  If this sends the box into sync, he’s fixed.  If not, continue on.
Reboot both internal and external.  If this sends the box into sync, he’s fixed.  If not, continue on.
Now we’re getting to hardware troubleshooting.  You should only have gotten this far if the box didn’t sync when all trunks are disabled. 
n the internal eGap look to see if the D:\whale-com\e-gap\system directory exists. If it does there should be 3 files in that directory. The file we are interested in is "egapsync.txt" Open that file, what does it show? If the system is having sync problems it will show fail if the system is working it will show OK and the OK next to each of the trunks.
If the system reports Fail in that file then we will need to do some scsi troubleshooting.
The first step in scsi troubleshooting is always to stop the eGap Manager service on both systems. The service will need to be stopped during the testing, once we are done testing we will re-enable the eGap Manager service.
If you are physically near the eGap at this point you will be able to see from the front panel which side the eGap switch is currently on. The Green light indicates which side the eGap is switched to.
Starting with the side that the lights indicate the eGap is switched to do the following:
Click on Auto find eGap switch
Select Switch SCSI Device to Other Side
Do the same tests as above on the other server
Set the number of spins to 65000
Set the maximum waiting period to 100 seconds
click start
On the other eGap do the same thing. The test should take about 3 min to run. If it finishes successfully start it over again. We want to have the switch 130000 times to make sure that it is able to switch properly.
Once this has completed successfully we will want to do the following
Select Read/Write Test
This test will read and write data back and forth between the two sides of the eGap.
CRC Check should be checked
Read/Write using same side should not be checked
Random should be selected
Buffer size should be 500KB
Number of spins should be 100
Maximum Waiting Period should be 100 Seconds
Click Run test
On the other eGap do the same thing. The test should take about 10 min to run. If it finishes successfully we know that the eGap is able to read and write data, and switch back and forth properly. This rules out hardware problems.
Close the eGap SCSI Manager
Start the eGap Manager service
The eGap should sync.
Only use this step if you got a Perl error.

1. Stop the e-Gap services. e-Gap services start with the name Whale, for example:

Whale e-Gap Manager
Whale File Sharing Service
Whale Log Server
Whale MonitorMgr
Whale Network Connector Server
Whale SessionMgr
Whale UserMgr

2. Close the perl popup message

3. Open task manager and if running, kill the whlperl.exe process

4 . Open a command prompt and execute: whlperlchk
<driveletter:path\to\perl\nsPerl.exe>

5 . If you get an error message: Cannot rename "driveletter:\whale-com\e-
gap\common\bin\whlperl.exe.set" to %$tgt": Access is denied.

a) Rename driveletter:\whale-com\e-gap\common\bin\whlperl.exe to driveletter:\whale-
com\e-gap\common\bin\whlperl.exe.old

b) Rename driveletter:\whale-com\e-gap\common\bin\whlperl.exe.set to
driveletter:\whale-com\e-gap\common\bin\whlperl.exe

6 . If you experienced the problem in step 4 re-run from the command promt:

whlperlchk <driveletter:path\to\perl\nsPerl.exe>

7 . Repeat steps 1-6 on the EXTERNAL

8 . Restart the e-Gap services that were set to automatically start on both internal and
external.

If you still see the e-Gap sync monitor as out of sync, please restart the e-Gap sync
monitor, as sometimes it will show red even if the e-Gap is in sync

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