No Web UI after 5.00.00.10

Hi @wwccSecGuy,

Are you referring that you have updated the SCG Linux Virtual Appliance 5.00.00.10 and you are unable to access the SCG web UI?

Are you able to ping the SCG server IP? 

Have you tried rebooting the appliance?

Yes I am referring to updating the SCG Linux Virtual Appliance to 5.00.00.10 and not able to get to the Web UI. I can ping the server IP, the IP tables rules all look to be good. I have rebooted the appliance a few times and have also checked the services under each docker app to verify they are up and running.

Host has already been rebooted several times. Tried all different supported browsers with the same results. And yes followed all the troubleshooting on Page 13 in that guide and all services are running but still unable to access the Web UI. The update was from a previous version of SupportAssist Enterprise.

Hello wwccSecGuy,

Do you have the ability to reboot the host?

Could you also try clearing browser cache and try different browser?

Mozilla Firefox 88

Google Chrome 91

Microsoft Edge 91

Check over the steps in the troubleshooting guide

page 13  - Unable to access the Secure Connect Gateway user interface

https://dell.to/3EZ9q7T

What were you updating from; a previous version of SCG   or SupportAssist Enterprise or Secure Remote Services?

Hello wwccSecGuy

Take a look over Upgrading to Secure Connect Gateway from SupportAssist Enterprise 4.00.05 or 4.00.06

https://www.dell.com/support/kbdoc/en-us/000190637/upgrading-to-secure-connect-gateway-from-supportassist-enterprise-4-00-05-or-4-00-06
Check the prerequisites

the version of SAE you updated from 

and there is a video also to see if your upgrade went the same.

Note: You must wait 30-40 minutes after upgrade before you can access the SCG UI.

Yes the prerequisites were followed and the SN was in the .conf file. The upgrade was done 2 days ago and was given multiple hours before attempting to try to reconnect to the server using port 5700 and it is still not accessible. The version we upgraded from was 4.00.06.

You said you did some docker stuff.  I want to confirm you saw this information.

Unable to access the Secure Connect Gateway user interface

If you are unable to access the secure connect gateway user interface, perform the following steps:

https://dell.to/37W7nFA

Those are the same steps I already ran from the Troubleshooting guide.

What does occur when you try to connect?

Does it give you an error message?

Did you receive any email of update success or failure?

When attempting to connect to https:// :5700/  I get an error "The Site cannot be reached." .

No errors on the web interface, just get no page at all.

I did not get any sort of notice while it was updating or after. 

Hi @wwccSecGuy,

Have you tried using another system to try access to the IP address of the SCG? 

Just to confirm, you have mentioned that you check the services under the docker app, services are running, can you check for service:secureconnectgateway is running?

Also, is port 5700 have been cleared from firewall?

We have tried several other systems that were previously and not previously able to connect to the SAE/SCG and they all have the same issue that no page is displayed. 

I can confirm that SecureConnectGateway and SecureConnectGatewayDB are both running.

As for 5700 we are accessing it from within the same VLAN/subnet on prem and there is no internal firewall between them. The Linux IPTables rules seem to have rules for 5700 to the docker IP address associated to the machine.

Can you try  https://localhost:5700 and check results?

It does sound like a services problem but you confirm you have gone through all the steps here: https://dell.to/37W7nFA

Are you able to restore the SAE 4.00.06 and try the update again?

Pending results of that and seeing that you have done all the troubleshooting we have provided it is recommended to call into support to set up a case they can do a remote session with you to get a look.