What no gateways available mean and possible scenarios

This information message means that if the user is not allowed to connect to any gateway, a specific message will appear in the Timus Connect application.

The administrator must select the remote site for the user in the manager.

But there can be another root cause to show this error when;

• User might not access the Timus Cloud services or doesn’t have internet access.

To verify that, please run:

ping user.timuscloud.com
ping device.timuscloud.com

Also, try to go to user.timuscloud.com or device.timuscloud.com from the browser. If user can not reach connect application will not able to connect.

• timus-connect-background service is not running

  Go to Activity Monitor (Mac) or Task Manager (Windows) on your device and find timus-connect-service.

  Alternatively, you can go to http://localhost:49202 in your browser. If you see the output, it means the service is running.

  

  If you validate that the service is not running, please follow these steps:

  • [MacOS] Validate if service is running

    • Check if the plist file exists

      • Run the commands below to check if they exist:

        #for connect service
        cat /Library/LaunchDaemons/timus-connect-service.plist
        
        #for helper service
        cat /Library/LaunchDaemons/timus-helper-service.plist
        

      • After running the commands, if they exist, please run this command to load the service. After running, please check if the service has started.

        # Avoid if error occurs after running these commands. This is just a make sure none of instance exist on device
        sudo launchctl unload /Library/LaunchDaemons/timus*
        sudo launchctl load /Library/LaunchDaemons/timus*
        

  • [Windows] Validate if service is running

    Find services from search

    

    Make sure this 2 services are exist

    

    If they are not exist and running state try to install them manually see if any error occurs. For clean service install run these commands

    sc.exe stop timus-helper-service
    sc.exe stop timus-connect-service
    
    taskkill /F /IM "timus-connect-service.exe"
    taskkill /F /IM "timus-helper-service.exe"
    
    sc.exe delete timus-connect-service
    sc.exe delete timus-helper-service
    
    cd C:\\Program Files\\Timus Connect\\resources\\service
    
    timus-connect-service.exe -service install && timus-connect-service -service start
    timus-helper-service.exe -service install && timus-helper-service -service start
    

  After validation, if you see that the services are still not running and nothing works, try to start the service manually and check if any crashes occur.

  • [MacOS] Validate if service crash

    Run this command and see if service works

    #for connect service
    sudo /Applications/Timus\\ Connect.app/Contents/Resources/service/timus-connect-service
    
    #for helper service
    sudo /Applications/Timus\\ Connect.app/Contents/Resources/service/timus-helper-service
    

  • [Windows] Validate if service crash

    Run these commands

    cd C:\\Program Files\\Timus Connect\\resources\\service
    timus-connect-service.exe
    

  Let’s assume that a crash happened, which in most cases (99%) is a permission issue.

  At this point, it is better to perform a clean setup by removing all files we have and reinstalling Timus Connect. Please find the section with the clean setup steps for Timus Connect.

  Sometimes, SentinelOne, Bitdefender, or other security tools can prevent Timus Connect from working. We can confirm this by checking the task manager or asking the customer.

Updated September 06, 2024 22:16