Timeout when Attempting to Log in to CommCell Console

Article ID: FW0002 Logging in to a CommCell Console (remote or web-based) may time out if it was set up to connect through a firewall, but the firewall's configuration has changed.

Symptom

User opens CommCell Console, but the operation times out while attempting to connect to the CommServe. The error returned is "Connection to CommServe is lost."

Cause

If Third-Party Port Mapping (TPPM) is configured for accessing a CommServe from the CommCell Console through a firewall, the CommCell Console will have been set up to match the configuration of the firewall. If the firewall configuration subsequently changes (for example, a port number or hostname is changed), the console will not be able to reach the CommServe, and will time out when attempting to connect to it.

Resolution

On the computer where the user is running the CommCell Console, perform these steps:

  1. Open a Windows Explorer window
  2. Change to the directory, software_install_path/GUI
  3. Delete or rename the file named firewall

This file will be re-created correctly if the Connect through firewall option is subsequently selected in the Connect to CommCell dialog box.