What information to gather when facing a connectivity issue between the Finder and the Portal/Engine?
Please make sure to collect the diagnostic logs from the Finder when trying to connect.
We will also need a support script output from the Portal to investigate any possible communication issues on the Portal side.
If you think that there is a connectivity issue between the Finder and the Engine, you can activate the Finder logs in the Engine and see the possible error message by following these steps:
Enable the Finder logs through the Engine command line interface (CLI) with the following command:
nxinfo log -d FinderCODE
Reproduce the scenario by trying to connect with the Finder.
Disable the Finder logs through the Engine CLI:
nxinfo log -i FinderCODE
Open a ticket to Support, run the support script on the Engine Appliance and the Portal Appliance. Once logs are collected attach the output to the support case.