Skip to content

Troubleshooting Notes

When a user first launches the administrative client while using the self-signed certificates, the system displays a message asking if the user trusts the certificate.

Yes - Trust the certificate and open the client. This message will not display again.

No - The client displays an error message, and closes the dialog.

Ensure HTTP/2 Support

File Access Manager services, version 8.2 and up, use gRPC as their communication protocol, which requires http/2 to operate.

Once fully upgraded, File Access Manager services should work seamlessly with http/2. In some cases, some communication middleware components, such as load balancers, may not be configured to support http/2, which may cause communication failures that halt the upgrade. To reduce the risk of failure, ensure that all servers and communication middleware components are configured to support http/2 prior to beginning your upgrade.

Connection Errors

Following a successful upgrade to version 8.2, services will only accept http/2 connections. Version 8.2 and up, use gRPC as their communication protocol, which requires http/2 to operate.

Once fully upgraded, File Access Manager services should work seamlessly with http/2. In instances where the customer upgrade halts after a successful Agent Configuration upgrade, one potential cause could be that the communication middleware, such as a load balancer, is not configured to work with http/2.

If that happens, the following error will be shown in the log of services trying to connect to the Agent Configuration manager:

Unable to connect to test.domain.com with user_name Grpc.Core.RpcException: Status(StatusCode=Internal, Detail="Bad gRPC response. Response protocol downgraded to HTTP/1.0.")at Grpc.Net.Client.Internal.HttpClientCallInvoker.BlockingUnaryCall[TRequest,TResponse](Method`2 method, String host, CallOptions options, TRequest request)at Grpc.Core.Interceptors.InterceptingCallInvoker.b__3_0[TRequest,TResponse](TRequest req, ClientInterceptorContext`2 ctx)at Grpc.Core.ClientBase.ClientBaseConfiguration.ClientBaseConfigurationInterceptor.BlockingUnaryCall[TRequest,TResponse](TRequest request, ClientInterceptorContext`2 context, BlockingUnaryCallContinuation`2 continuation)at Grpc.Core.Interceptors.InterceptingCallInvoker.BlockingUnaryCall[TRequest,TResponse](Method`2 method, String host, CallOptions options, TRequest request)

If such errors appear in the log files, make sure all communication middleware components are configured to work over http/2, and the connection is not downgraded to http/1.

When the error appears in a service that is still in version 8.1, the errors may be safely ignored. Once the service is fully upgraded the errors will stop showing in the log.