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Knowledge Base

[Resolved] UAG-5694: Workspace ONE UEM Edge Services fail to start with Unified Access Gateway versions 3.7 and 3.7.1 (76424)

Last Updated: 1/7/2020Categories: TroubleshootingTotal Views: 10472Language:
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Symptoms

With Unified Access Gateway (UAG) 3.7 and 3.7.1 the following Workspace ONE UEM Edge Services fail to start:

Tunnel
Note: The Tunnel edge service will be displayed in grey in the admin UI status even though the service is running.

Secure Email Gateway

Content Gateway

UAG High Availability feature also does not start.
Note: Existing running services are not affected.

Cause

This issue occurs as a result of a change in Photon 3 OS when the password of the gateway user account expires. The UAG utilizes Photon 3 OS and is affected by this change. This password expired in early December 2019. After this date, services started using sudo as this gateway user on Photon 3 cannot be started until the password is reset.

Impact / Risks

The issues occur when the UAG is deployed or when services are reconfigured.

Resolution

An upgrade to version 3.8 of the Unified Access Gateway will be required to resolve the issue.
Note: More information about the subscription function can be found in this knowledge base article.

Workaround

To workaround this issue on versions 3.7 or 3.7.1 of the UAG, log into the UAG console as root and run the following commands:

passwd gateway

usermod -L gateway

chage -m 0 -M 99999 -I -1 -E -1 gateway

reboot

Once the UAG reboots, use the UAG Admin UI to re-enable any of the desired edge services.
Note: These commands will set a new password for the Unified Access Gateway user and remove the password expiration requirements for the account. The UAG must reboot so that the configured services start correctly. The steps need to be performed on existing UAG appliances on version 3.7 or 3.7.1 and after any new deployments of these versions of the UAG.

Detectable by VMware SkylineTM

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Additional Resources

KB
•
Application Remote Collector が再起動後、7.5 から 8.0 に自動的にアップグレードされる (76412)

KB
•
Application Remote Collector 在重新引导后自动从 7.5 升级到 8.0 (76412)

KB
•
在 vRealize Automation 7.x 中禁用 Internet Information Services (IIS) 应用程序池回收 (76333)

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