Error. The Login procedure cannot contact the gateway
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worldvoice
Posts: 22
Joined: 17 Mar 2020, 20:41

Re: Error. The Login procedure cannot contact the gateway

by worldvoice » 09 Apr 2020, 17:44

Hello!
Hi Paulin
I wrote you before what you have to do...I'll write you again: "...now you must change the IP address of the server/host to one different from the one set to HSNM bu,t inside the same subnet..."

Best regards
Thank you for that quick response, we will do that and give you feedbacks.

worldvoice
Posts: 22
Joined: 17 Mar 2020, 20:41

Re: Error. The Login procedure cannot contact the gateway

by worldvoice » 15 Apr 2020, 19:56

Hello!
Hi Paulin
I wrote you before what you have to do...I'll write you again: "...now you must change the IP address of the server/host to one different from the one set to HSNM bu,t inside the same subnet..."

Best regards
We have fixed another Public IP on HSNM which is different from that of the server/host IP, but in the same subnet. The IP we fixed on HSNM is a Failover IP through which we can accress the server in all the ways (through SSH, and VNC). But we can't still have access to the web inteface.



1) When we try to access through the server/host IP, it says "This site is not accessible" as seen in the screenshot attahched

2) When we try to access through the IP we fixed on HSNM, it still says "This site is not accessible" as seen in the screenshot attached


During the installation of HSNM we did locally (with HSNM working on BRIDGE), when the appliance was launched (restarted), it automatically puts the network interface of the server/host to "down" for its web interface to be accessible. We would like to know what you have to say to this.
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HSNMSupport
Posts: 1304
Joined: 26 Jul 2016, 09:16

Re: Error. The Login procedure cannot contact the gateway

by HSNMSupport » 16 Apr 2020, 12:18

Hi Paulin
To have HSNM working fine, please follow the QuickStart Guide that you can find inside the HSNM zip file download from our site.
If you are not able to configure it under your network and you need help, please contact our sales department that will provide you a quotation for some technical hours.

best regards

worldvoice
Posts: 22
Joined: 17 Mar 2020, 20:41

Re: Error. The Login procedure cannot contact the gateway

by worldvoice » 16 Apr 2020, 12:46

Hello!
Hi Paulin
To have HSNM working fine, please follow the QuickStart Guide that you can find inside the HSNM zip file download from our site.
If you are not able to configure it under your network and you need help, please contact our sales department that will provide you a quotation for some technical hours.

best regards
1) We have followed the QuickStart Guide as you said when we were working locally, Everything was working fine. We configured a gateway and user authentication to connection was OK.

2) We then decided to put the HSNM server/host on a public IP to be able to access it from a different network. That was were we started having the problems we have been trying to explain in the forum so far.

HSNMSupport
Posts: 1304
Joined: 26 Jul 2016, 09:16

Re: Error. The Login procedure cannot contact the gateway

by HSNMSupport » 16 Apr 2020, 13:03

Hi Paulin
Perfect..... so HSNM works fine locally and it must work fine also on public IP address.
If it didn't work, means that you did not correctly configure the IP address or something else on your network.
What we can suggest is

1) to not change virtual machine network card configuration
2) to be sure to have set the right public IP on HSNM
3) to have opened the right port on your firewall if HSNM is behind a firewall
4) to have configured properly the network

If you need more help please contact our sales department in order to have a quotation for some technical hours support

Best reards

worldvoice
Posts: 22
Joined: 17 Mar 2020, 20:41

Re: Error. The Login procedure cannot contact the gateway

by worldvoice » 16 Apr 2020, 15:26

Hello!
Hi Paulin
Perfect..... so HSNM works fine locally and it must work fine also on public IP address.
If it didn't work, means that you did not correctly configure the IP address or something else on your network.
What we can suggest is

1) to not change virtual machine network card configuration
2) to be sure to have set the right public IP on HSNM
3) to have opened the right port on your firewall if HSNM is behind a firewall
4) to have configured properly the network

If you need more help please contact our sales department in order to have a quotation for some technical hours support

Best reards
We mentioned statement 1) below in one of the previous updates to this ticket.

1) During the installation of HSNM we did locally (with HSNM working on BRIDGE), when the appliance was launched (restarted), it automatically puts the network interface of the server/host to "down" for its web interface to be accessible. We would like to know what you have to say to this. During this installation, HSNM had the same IP as the server/host.

2) We will like to say, the server/host for HSNM which is on a Public IP, is in a distance (Hosted in a data center). We can not connect to the server through Ethernet cable, like we could do when we working locally as discriped by the manual. We are able to control the server/host graphically in a distance using VNC and SSH.

3) Is it that HSNM was made to only function on Ethernet connection or it is possible to have the case we are trying to put up in case 2)?

HSNMSupport
Posts: 1304
Joined: 26 Jul 2016, 09:16

Re: Error. The Login procedure cannot contact the gateway

by HSNMSupport » 16 Apr 2020, 16:00

Hi Paulin
Before to move HSNM to your cloud provider, you have to set on it the public IP address provided from your provider in order to be able to reach when HSNM will be copied to the provider's server.

P.S.-> you cannot give to HSNM the same IP address of the server where HSNM is running

Best regards

worldvoice
Posts: 22
Joined: 17 Mar 2020, 20:41

Re: Error. The Login procedure cannot contact the gateway

by worldvoice » 16 Apr 2020, 17:17

Hello!
Hi Paulin
Before to move HSNM to your cloud provider, you have to set on it the public IP address provided from your provider in order to be able to reach when HSNM will be copied to the provider's server.

P.S.-> you cannot give to HSNM the same IP address of the server where HSNM is running

Best regards
The statement in red is exactly what have done (explained below).

1) We locally set the IP of HSNM before copying it into the provider's server (server/host). The IP we set on HSNM is different from that of the server and is in the same subnet as the IP given to the server/host by the provider.

2) We then zip the HSNM folder and copy it into the provider's server.

3) Once it is copied, we then unzip it.

4) Then we open VMware and then start HSNM. Without making any modification on the network settings.


5) When we try to access the web interface through the IP we have given to HSNM, it is not going. Showing the error message in the attached file.

Is there something we left out?
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HSNMSupport
Posts: 1304
Joined: 26 Jul 2016, 09:16

Re: Error. The Login procedure cannot contact the gateway

by HSNMSupport » 17 Apr 2020, 10:55

Hi Paulin
The procedure that you did is correct but if you can't reach HSNM it means that something went wrong :-( or there is something wrong on the network of cloud provider.
Are you able to ping the HSNM IP address? If not please check why.
Are you sure that have opened the ports on the cloud provider firewall? If not please open them.

Best regards

worldvoice
Posts: 22
Joined: 17 Mar 2020, 20:41

Re: Error. The Login procedure cannot contact the gateway

by worldvoice » 17 Apr 2020, 12:54

Hello!
Hi Paulin
The procedure that you did is correct but if you can't reach HSNM it means that something went wrong :-( or there is something wrong on the network of cloud provider.
Are you able to ping the HSNM IP address? If not please check why.
Are you sure that have opened the ports on the cloud provider firewall? If not please open them.

Best regards

1) The ping to the IP of HSNM passes well without any lost.

2) The attached image below shows all the ports opened on our server.
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