EV Reach - Troubleshooting Client Machines Do Not Register

Last modified on 2023/07/12 14:41

This article will cover some of the issues a EV Reach operator may encounter when using EV Reach. For more information on what EV Reach is and how its configured, refer to What is EV Reach

Check if the EV Reach settings are being properly distributed

The client must be aware of the EV Reach Server configuration. EV Reach settings are distributed in different ways:

  • A Global Policy object of the EV Reach Server (preferred). This requires a DNS Service Location Record that points to your EV Reach Server. If you have a Secondary EV Reach Server installed at a client site, you also need a DNS SRV record configured at the client site that points to the Secondary EV Reach Server.
  •  An Active Directory Group Policy Object.
  •  A manual configuration via the EV Reach Client Configuration control panel applet.
  •  For On-Demand EV Reach Sessions, the configuration is provided by the GoverlanClient.exe session starter process.

To find out if EV Reach settings are seen by a client, open the EV Reach Client Configuration Windows Control Panel applet on the target computer:

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Client IN/OUT state

When a EV Reach client agent starts, and a EV Reach configuration is detected, it will test whether it is connected on the inside of the EV Reach Authority network or outside of it. If the client is a desktop computer, this test occurs only once. If the client is portable (like a laptop), this test reoccurs periodically. Once a portable client has moved outside of the private network, it should be connectable via EV Reach within 5 minutes.

EV Reach Server Communications

Once a EV Reach node detects it is outside of the EV Reach Authority’s network, it will register itself to the EV Reach Server using the configured public service DNS name and port. A node registration requires a license. If the EV Reach Server is out of licenses, an error will be produced both on the client side and the server side.

Monitoring EV Reach Client Messages

If some of your client machines are not properly registering in EV Reach, open the Application Log of the local Event Viewer and look for EV Reach Services source events.

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The EV Reach Client will produce a set of event log messages when it starts. These messages will describe the following agent initialization steps:

  1.      EV Reach Server detection

2.      EV Reach Services detection

3.      Whether the local machine is transportable (if EV Reach configured)

4.      The current IN/OUT state of the local machine (if EV Reach configured)

If a EV Reach configuration was detected and the client failed to register itself, an event log entry will be injected with the reason for failure.

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