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Performance Issue: Access to Bomgar Jump Clients Not Working

Last Updated:
2018-08-27 10:05:46
Event:
2018-08-14 15:09:00
Status:
Closed
Brief Description:
Bomgar representatives are unable to use the Bomgar Console to connect to passive Bomgar Jump Clients.
User Impact:
Inability for Bomgar representatives to use the Bomgar Console to connect to passive Bomgar Jump Clients.
Workaround:
Add 128.84.12.58 as an allowed IP in addition to IP 128.84.12.57 (assist.it.cornell.edu). Traffic going to Passive Bomgar Jump clients is being sent from 128.84.12.58.
Current Status:
A network blip caused the Bomgar appliances to begin sending requests for sessions to passive Bomgar Jump Clients from their management IPs which resulted in many local and appliance firewalls blocking the traffic from an unexpected IP address.  The Bomgar Appliances were restarted after consultation with Bomgar support which resolve the issue and now all traffic is coming from the predicted 128.84.12.57 (assist.it.cornell.edu) IP address.
Services Affected:
Remote Assistance Service
Subsites Affected:
Bomgar
Full Description:
Bomgar representatives are unable to use the Bomgar Console to connect to passive Bomgar Jump Clients.



Timeline of Changes

Description Current Status Date Time
Bomgar representatives are unable to use the Bomgar Console to connect to passive Bomgar Jump Clients. A network blip caused the Bomgar appliances to begin sending requests for sessions to passive Bomgar Jump Clients from their management IPs which resulted in many local and appliance firewalls blocking the traffic from an unexpected IP address.  The Bomgar Appliances were restarted after consultation with Bomgar support which resolve the issue and now all traffic is coming from the predicted 128.84.12.57 (assist.it.cornell.edu) IP address. 2018-08-27 10:05:46
Bomgar representatives are unable to use the Bomgar Console to connect to passive Bomgar Jump Clients. During the weekend of August 11 and 12, there was a partial failover of the Bomgar appliances which left their network configuration in an odd state. Traffic going to Passive Bomgar Jump clients is being sent from 128.84.12.58, which is not in the documentation provided to campus and therefore has not necessarily been allowed through firewalls to the clients. CIT is working with the vendor to resolve this issue. As a temporary workaround, you can add 128.84.12.58 as an allowed IP in addition to IP 128.84.12.57 (assist.it.cornell.edu). 2018-08-20 14:35:39
Bomgar representatives are unable to use the Bomgar Console to connect to passive Bomgar Jump Clients. CIT Desktop Engineering has narrowed the problem down to an issue in connecting to passive jump clients.  We will be rebooting the primary Bomgar appliance this evening, 8/16/18, at 8PM in an attempt to resolve the issue.  Those clients experiencing an issue should be able to use a manually created session key to connect during this problem period. 2018-08-16 09:03:10
Bomgar Representatives are unable to use the Bomgar Console to connect to Bomgar Jump Clients. CIT Desktop Engineering is working with Bomgar support to resolve this issue and we will keep this service alert updated. 2018-08-14 15:12:39