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Software Update/Reboot Problems

Use this page when a Gateway or Node does not return to ACTIVE and healthy operation, the expected software version is not shown, or proxy traffic does not recover after a managed update, security patch, reboot, or other maintenance.

Checks

  1. Wait for the communicated maintenance activity to finish, then refresh the resource details.
  2. Confirm the current lifecycle state, health, and last heartbeat in Health Explorer, and review the displayed software version in the resource details.
  3. Review Alerts for the affected Gateway or Node.
  4. For a Node, confirm that its assigned Gateway is ACTIVE and healthy.
  5. Open a new proxy connection and verify the affected Pool or direct Node endpoint. An established connection cannot be used to prove that current selection and authentication work.

What the result means

  • A reboot ends connections through the affected Node. Established connections do not migrate automatically.
  • A Pool can use another currently eligible Node only for subsequent connections.
  • If a Gateway remains unavailable, its Proxy endpoints and assigned Nodes can remain unavailable through that path.
  • MyOwnProxy software update controls are not customer self-service. Supported Node security patches and reboots are also performed by MyOwnProxy administrators.
  • The customer manages the Gateway operating-system lifecycle and security. MyOwnProxy manages MyOwnProxy application software on the Gateway.

Supported recovery

For a customer-managed Gateway operating-system problem, restore the host through your normal infrastructure process without replacing or modifying MyOwnProxy-managed software. For a managed update, Node patch, or Node reboot that does not recover, contact MyOwnProxy Support; there is no dedicated customer progress or maintenance-history page and no customer recovery command to run.

After the resource returns, confirm its expected version and healthy state, then test a new proxy connection. See Software Updates for ownership and maintenance expectations.

Contact Support

Contact MyOwnProxy Support if the resource remains OFFLINE or DEGRADED, does not report the expected version, does not return after a reboot, or proxy traffic does not recover. Include the maintenance window, current state, version, heartbeat, affected traffic, and the information in Contacting Support.