Troubleshooting & Support
Use this section to resolve common issues, understand limitations, and find testing strategies.
Troubleshooting & Support
Troubleshooting approach
Start with the visible Gateway Analyzer pages, Gateway module state, user permissions, and Gateway logs. Confirm whether the issue affects all analysis or only one diagnostic area. Avoid changing security settings, certificates, or access controls merely to test the module.
Common problems
Module does not start
Symptoms: The Gateway Analyzer Diagnostics category is missing, or pages do not load.
Possible Causes: The module is not installed or running, the Gateway does not meet the declared target requirement, or startup encountered an error.
Recommended Checks: Confirm module state in the standard Gateway module management area and review Gateway logs around startup.
Resolution: Correct the installation or compatibility issue, then follow the standard Gateway module restart or upgrade procedure approved by the administrator.
Summary or analysis has no expected data
Symptoms: A page is empty, a diagnostic area is unavailable, or a finding lacks expected context.
Possible Causes: The diagnostic area is disabled, filtered, unavailable on the Gateway, restricted by access, or could not collect information.
Recommended Checks: Refresh the analysis, review ACTIVE MONITORS, inspect the relevant settings tab, and check the collection status displayed in the analysis output.
Resolution: Enable the required diagnostic area, adjust only the necessary filters or limits, and investigate Gateway-side prerequisites. If the area remains unavailable, collect Gateway logs and configuration context for support.
Configuration is not applied
Symptoms: A saved setting appears unchanged, or settings cannot be edited.
Possible Causes: The user lacks the necessary Gateway permission, the browser session is no longer valid, trial operation limits settings changes, or a setting was normalized to a supported value.
Recommended Checks: Confirm Gateway permissions, sign in again if necessary, verify trial status, and reload the settings page after saving.
Resolution: Use an authorized Gateway account and supported settings values. Do not attempt to bypass access controls or trial restrictions.
Export is unavailable or incomplete
Symptoms: Export cannot be downloaded, expected information is absent, or a report contains less detail than anticipated.
Possible Causes: Export permissions, trial limitations, selected diagnostic scope, filtering, collection limitations, or browser download controls.
Recommended Checks: Verify user access, selected export format, diagnostic scope, and Gateway logs. Confirm whether the report was created during limited trial operation.
Resolution: Correct the authorized configuration and regenerate the report. Review every export for sensitive operational information before distribution.
Managed tags are not updating
Symptoms: The managed diagnostic tag provider is missing, stale, or lacks expected information.
Possible Causes: Tag output is not operating, analysis cannot be generated, the expected diagnostic area is not selected, or the Gateway is in limited trial operation.
Recommended Checks: Confirm that a fresh analysis succeeds, review tag-refresh settings, and inspect Gateway logs for tag-output messages.
Resolution: Restore normal analysis operation first, then allow the next configured refresh cycle to update tag output. Do not manually repurpose module-generated tags as configuration tags.
Scheduled delivery does not reach its destination
Symptoms: A scheduled report is not received by the destination system.
Possible Causes: Delivery is not enabled, destination settings are incomplete, Gateway outbound connectivity is unavailable, destination authentication or certificate requirements are not met, or the destination rejects the report.
Recommended Checks: Verify the visible delivery configuration, network policy, destination-side logs, and Gateway logs. Test only with an approved non-sensitive report.
Resolution: Correct the destination configuration or connectivity through normal IT/OT change procedures. Do not weaken certificate, authentication, or authorization controls to make a test succeed.
Permission or certificate problems
Symptoms: A user cannot access a page or integration, or secure communication fails.
Possible Causes: Insufficient Gateway permissions, an expired or untrusted certificate, incorrect destination identity, or network policy restrictions.
Recommended Checks: Validate the user's assigned access, the trusted certificate chain, destination identity, and approved network path.
Resolution: Have the responsible Gateway or IT administrator correct the access or certificate configuration. Gateway Analyzer does not provide a separate certificate-management interface.
Diagnostics
Use the following safe diagnostics:
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The Summary and Analysis pages for current collection status and findings.
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Standard Gateway logs for module lifecycle, collection, export, tag-output, and delivery messages.
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Controlled JSON or CSV reports for approved troubleshooting.
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Standard Gateway tools to validate destination connectivity, certificates, and user permissions.
Logging
Gateway Analyzer writes operational messages to standard Gateway logs. Use the normal Ignition logging tools and include the relevant time range when collecting evidence. Sanitize exports and log excerpts before sending them outside the organization.