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Gateway Problems

Use this page when a Gateway is OFFLINE or DEGRADED, its heartbeat is stale, or applications and assigned Nodes lose service through it.

Checks

  1. Open Health Explorer and confirm the Gateway's current lifecycle state, health, and last heartbeat.
  2. Review Alerts for the Gateway and its assigned Nodes.
  3. Confirm that the customer-managed Gateway host is powered on and that its network and Internet connection are available.
  4. Confirm that the Gateway operating system is running and accessible through your normal infrastructure-management process.
  5. Identify the Proxies, Pools, Nodes, and applications that depend on this Gateway. Check whether the applications already have another validated Gateway endpoint they can use.

Both ADMIN and VIEWER users can perform the portal checks. Host and network checks depend on your organization's infrastructure permissions.

What the result means

  • OFFLINE or a stale heartbeat means MyOwnProxy is not receiving current operational information from the Gateway. While the Gateway is unavailable, its Proxy endpoints and assigned Nodes cannot serve proxy traffic through that path.
  • DEGRADED means the Gateway is reporting but has a health problem that can affect service.
  • If several assigned Nodes and Proxy endpoints fail together, the shared Gateway or its host/network path is the likely scope.
  • MyOwnProxy does not automatically provide an alternate Gateway endpoint to an application. An alternate path must already be configured and validated.

Supported recovery

Restore host power, the operating system, and network connectivity through your normal infrastructure procedures. The customer manages the Gateway operating-system lifecycle and security; MyOwnProxy manages the MyOwnProxy application software. Do not manually replace, modify, or reinstall MyOwnProxy-managed software.

After restoring the host, wait for a current heartbeat and confirm that the Gateway is ACTIVE and healthy. Then open a new proxy connection and verify the affected applications.

If recovery is not appropriate, an ADMIN can follow the staged Gateway replacement workflow. Validate the new Gateway before moving Nodes or updating application endpoints. Recheck Node Pool membership and copy current connection details after each move.

Contact Support

Contact MyOwnProxy Support when the host and network are available but the Gateway remains OFFLINE or DEGRADED, its version is unexpected, or proxy traffic does not recover. Do not decommission the Gateway solely to clear an alert. Include the information in Contacting Support.