Unable to take remote control through Cloud Services Appliance - Maximum number of connections reached

Version 11

    Verified Product Versions

    LANDESK Management Suite 9.5

    Environment

     

    LANDESK Cloud Services Appliance 4.2

    LANDESK Cloud Services Appliance 4.3

     

    Symptoms

     

    • While trying to remote control a device via gateway, you might receive the following error message: Failed short session connection to the gateway (10).
    • Connection refused when trying to access the web console of the Cloud Services Appliance
    • Rebooting the appliance makes it working fine for a while but then it fails again
    • The local console screen blanks out and does not respond

     

    Possible causes

     

    1. The number of external devices configured to use the Cloud Services Appliance generates more connections than the maximum number configured on the device.
      • Check the status of your appliance to see how many connections are currently active

     

    csa_current_connections.jpg

     

     

      • Check the maximum connection number configured on the appliance

     

     

    csa_max_connection.jpg

     

    If the number of current connections is close to the maximum  is quite likely that some of the connections, regardless their type, will be dropped.
    The types of connection can be inventory scans, security scans, software distribution tasks and remote control sessions, according to the client configurations, the scheduled tasks on the core and the remote control active sessions.

     

         2.  The hard drive of the appliance may have a partition full

      • Verify the current free space on the appliance using an SSH session with the df -h command:

     

    csa_disk_space.png

     

    Solution

     

    The number of active connections on a Cloud Services Appliance depends on the number of external clients connected to the device.
    However, the ratio between the clients and the number of connections is not 1:1, as every client may generate more than one connection at the same time.

     

    LANDESK recommends not to configure more than 1500 to 2000 connections on a Cloud Services Appliance version 4.2, and not more than 2500 to 3000 for a 4.3.

     

    According to the client configuration, this means that if you have more than 1000 to 1500 clients connected to a 4.2 appliance, or more than 2000 to 2500 clients connected to a 4.3, you should consider the installation of one or more additional appliances to share the client connections among two or more devices.  Please refer to this document for more information on how to do this: How to set up an additional Cloud Services Appliance to distribute client connections between two or more appliances

     

    If the problem is the disk space, eliminate the old log files in the /var/log directory or in the relevant partition according to which one has finished the space available.

    If you are running a Cloud Services Appliance 4.2, consider upgrading to a more recent version: How To: Upgrade the Cloud Services Appliance From 4.2 to 4.3