Troubleshooting Portal errors for Enterprise Nodes

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NO OPTION TO ADD INSTANCE ON THE PORTAL

If you do not see the Add Instance option under Nodes > Nodes

  1. Contact your Client Administrator for the portal and check whether you have permissions to access this feature.
  2. If you are a Client Administrator or you do have the required permissions and still this is not visible; contact your CSM to ensure your account is enabled for this feature.

I CANNOT FIND THE ACTIVATION KEY

To activate an instance, you need a one-time Activation key. Every customer is provided an Activation key per division. To access your activation key:

  1. Navigation to Settings > Info.
  2. Under the General Information section, look for Instance Activation Key. If this is the first time you are creating an Activation Key, click Generate
  3. To re-generate the activation key, click Regenerate
  4. If you do not have the right permissions; you will not have access to view the Instance Activation Key. In this case, ask your Client Administrator to either provide the Instance Activation Key or grant you permission to view the key on the portal.

THE PORTAL COULD NOT VALIDATE  THE INSTANCE AT THIS MOMENT. MAKE SURE THE INSTANCE IS CONNECTED TO THE NETWORK AND TURNED ON.

After entering the hostname, MAC Address, and Activation Key, the instance fails to activate.
mceclip3.png

  1. Ensure that the Hostname, MAC Address, and the Activation key are entered correctly. The following command will provide you MAC address and hostname of the node:
    catchpoint info

  2. Ensure the MAC Address does not contain any special characters and the alpha-numeric values are concatenated. For example, if your MAC address is A1:00:02:E3:44:11, then you need to enter A10002E34411.

  3. Periods (".") are not supported in Node hostnames. Catchpoint will ignore all characters after the first period. For example, if the hostname is "test.catchpoint.com" then just input "test" as the hostname. (We suggest using underscore(_) or hyphen(-) instead of periods in the hostname.)

  4. Activation key: Settings > Info
    mceclip2.png

  5. Verify that the machine can communicate with the internet by running a cURL the command. For example:
    $ curl https://www.google.com
    If the cURL the command fails, it’s possible that a Proxy/Firewall may be blocking the machine from connecting to the internet.

  6. Check whether the Synthetic Agent is communicating with our Command and Control system by following the directions in this article. This command will confirm if the Synthetic Agent is communicating with C&C. If the status shows failure for any configuration, it’s possible that a Proxy/Firewall may be blocking the Synthetic Agent from communicating with Catchpoint C&C.

  7. Ensure that all the required URLs and IP addresses are whitelisted on your Proxy/Firewall. The IP addresses can be found here.

**THE PORTAL COULD NOT CONNECT TO THE INSTANCE. SOME DATA COULD NOT BE RETRIEVED **

The following error is observed when editing an instance from the portal.
mceclip1.png

This error is observed when the user is not on the same subnet/network as the node.

The User should be on the same network to edit the instance and perform changes on the node. Please ping the instance internal IP and check the response.

EDIT INSTANCE OR NODE TROUBLESHOOT DOES NOT WORK

If you are on the same network as the Enterprise Node, but the troubleshoot or Edit Instance feature is not working, make sure your firewall is open and SELinux is disabled. To open the firewall; follow these steps:
$ sudo firewall-cmd --add-service=https --permanent $ sudo firewall-cmd --reload

Check the status of SELinux if it's set to permissive or disabled:
$ sudo getenforce Enforcing

Set SELinux to be Permissive
$ sudo setenforce 0

The above steps will set SELinux to Permissive only temporarily until the next time your system reboots. To make this change permanent:
$ vi /etc/selinux/config

Change the setting SELinux=Enforcing to SELinux=Permissive and reboot your machine.

If you are using a proxy, you will need to add an exception to the proxy settings on the machine you are troubleshooting from. Please refer to this article (hyperlink here) for full instructions.

EDIT INSTANCE OR NODE "TROUBLESHOOT" DOES NOT WORK WITH PROXY

"Troubleshoot" & Edit instance feature utilizes an API that is set up on the individual instance and served by NGINX. Here is a brief on how this works:

  1. Based on the Local IP address of an instance we will create a unique URL ending with a .cpnode.net.
  2. The portal directly connects to the Node by accessing this URL. Each instance also contains a certificate by which it allows the portal to access the node securely i.e. over https://
  3. Thus, this feature requires the user to be on the same subnet/network. And this also allows the node to be accessed, tested, and configured even if it’s not connected to Catchpoint or the internet.

If you have a proxy set up on the machine:

  1. Check if you can ping the local IP address of the machine.
  2. Check if you can ping the secure URL of the instances created by the portal from your machine – to view the unique URL, open Chrome Developer tools.
  3. If the ping test fails; ensure that *.cpnode.net is whitelisted, as the proxy may be rejecting any calls to this URL.

I’M NOT ABLE TO ADD THE INSTANCE TO AN EXISTING NODE

  1. During activation, the default option is to add the new instance to an existing Enterprise or Enterprise (Pt) Node.
  2. Ensure you have at least one active Enterprise or Enterprise (Pt) Node in your system.
  3. If you do not have any existing nodes; create a New Node.

I GET AN ERROR “NO CONTRACTS AVAILABLE” DURING ACTIVATION

  1. Activating an Enterprise Node requires you have an active contract with Catchpoint.
  2. If you do have a contract, you may not have enough licenses to activate this new instance. In this case, please contact your Customer Success Manager (CSM).
  3. Alternatively, you can add the instance to an Enterprise (Pt) Node; since these nodes do not require a contract, and simply consume points.
  4. Here is some more information about our Enterprise (Pt) Nodes (here)

UNABLE TO ACTIVATE/DEACTIVATE ENTERPRISE NODES & INSTANCES

If this option is not available:

  1. Contact your Client Administrator for the portal and check if you have permissions to access this feature.
  2. Activating an existing Enterprise Node requires you have an active contract & available licenses with Catchpoint. Thus, if the activation fails, you may not have enough licenses. In this case, please contact your Customer Success Manager (CSM).

MY TESTS ARE NOT CAPTURING SCREENSHOTS, HEADER OR RESPONSE DATA

If your tests are unable to capture screenshots for scheduled/instant tests:

  1. Run an instant test on your instance to https://img.catchpoint.com and turn on Screenshots checkbox.
  2. If the instant test fails; check if a proxy is configured on the node or if there is a transparent proxy on the network that may not have whitelisted the required URL or IP Addresses.
  3. If the instant test does NOT fail; run two instant tests on the same URL with a small and large payload respectively.
  4. Wikipedia is a good source of finding images of different sizes.
  5. If the instant test to a large payload fails; it's because the PROXY may be set up to allow POST to URL's up to a certain size only.

SCREENSHOTS CAPTURE GARBLED OR NO TEXT

If your tests are capturing screenshots with garbled or no text:

  1. Check if the fonts required to support our SyntheticAgent are installed on your machine by verifying the /usr/shared/fonts
  2. Catchpoint’s Linux RPM relies on other Redhat RPM’s to download fonts; check if your proxy/firewall is enabled to access Redhat RPM’s and update the agent:
    $ sudo catchpoint update
  3. If fonts exist, verify the list matches with the font list in our repo servers at http://repo.catchpoint.net/repo/fonts/
  4. You can download the missing fronts from this repository on your machine and run an instant test to verify if the screenshots are being captured.

CHROME TESTS ARE NOT RUNNING ON MY NODE SET UP ON AWS

If your Chrome tests are not running on your Node, the first step is to check the log files. Log files are located at /var/3genlabs/hawk/syntheticnode/service/log the location.

Check the log file for any WARN or ERROR messages especially related to chrome browser.  Follow the steps If you find Chrome exiting with an error code 127 as below:  05/10/2018 18:07:12.050 UTC> WARN:   (tid=49) Job.UpdateProcessDictionary - Chrome (pid=2025) exited(127) unexpectedly, removing pending test for app index 0 05/10/2018 18:07:12.053 UTC> WARN:   (tid=49) Job.UpdateProcessDictionary - Chrome (pid=2026) exited(127) unexpectedly, removing pending test for app index 1

  1. All our chrome versions are located at /opt/3genlabs/hawk/syntheticnode/service/chrome/.
  2. Choose a Chrome version and drill down to that folder.
  3. Once in the folder run the following command:
    $ catchpoint_chrome.exe --enable-logging=stderr -
    v=1  http://www.catchpoint.com &>
  4. If this exists with an error, a dependent library is either missing or has incorrect permission. To find what library is missing run $ ldd catchpoint_chrome.exe
  5. The above command will display the list of all dependencies that are not available. To resolve this, install the 64-bit version of the library on the machine.