How to Troubleshoot the Issue where the Polling Agent Status is Shown as Down in xPortalNet Software

How to troubleshoot the issue where the Polling Agent status is shown as Down in xPortalNet software

The xPortalNet Server showing the Polling Agent status as DOWN in the Remote Communication Gateway tab.
 
Figure 1: Polling Agent Status Shown as Down in Remote Communication Gateway Tab

Summary:

• To cross check IP configuration for Polling Agent in xPortalNet software and assign a static IP address for Polling Agent PC.

• To ensure xPortal Communication Gateway is running with administrator permission.

• To ensure xPortal Communication Gateway (Polling Agent) service is running at Polling Agent PC.

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Step-by-step Guide:

• To cross check IP configuration for Polling Agent in xPortalNet software and assign a static IP address for Polling Agent PC:

Step 1: Go to xPortalNet Comm Server > Server Admin > Communication Gateway.
 
Figure 2: Communication Gateway Button Under Server Admin Menu

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Step 2: Select the affected Poling Agent. Click Modify.
 
Figure 3: Modifying the Properties of the Affected Polling Agent

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Step 3: The Edit Polling Agent window will be shown. Make sure the IP Address configured under the Remote IP Address field is the same as the pre-configured static IP address for Polling Agent PC.
 
Figure 4: Edit Polling Agent Window

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• To ensure xPortal Communication Gateway is running with administrator permission:

Step 1: At the Polling Agent PC, click on the xPortal Communication Gateway icon once, right-click and select Properties.
 
Figure 5: Right-clicking xPortal Communication Gateway Icon and Click Properties

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Step 2: The xPortal Communication Gateway Properties window will then be shown. Click Compatibility tab. Under the Privilege Level section, tick the Run this program as an administrator tickbox. Click OK to save the changes.
 
Figure 6: xPortal Communication Gateway Properties Window

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• To ensure xPortal Communication Gateway (Polling Agent) service is running at Polling Agent PC:

Step 1: Go to Show hidden icons at bottom right taskbar. Select the xPortal Communication Gateway Icon.
 
Figure 7: xPortal Communication Gateway Icon

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Step 2: Right click on the xPortal Communication Gateway icon and ensure that the services has been started. Notice that the start button has been grayed out and users will be unable to click it when the services has been started.
 
Figure 8: The xPortal Communication Gateway has been Started

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Step 3: If users are unable to find the xPortal Communication Gateway icon, go back to Desktop and double-click on xPortal Communication Gateway icon.
 
Figure 9: xPortal Communication Gateway Icon

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Step 4: Go to Show hidden Icons list at bottom right taskbar, right-click the xPortal Communication Gateway icon and select Start or Agent.
 
Figure 10: Selecting Agent on xPortal Communication Gateway Icon

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Figure 11: Clicking Start on xPortal Communication Gateway Icon

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Step 5: Launch the Polling Agent software. Note that under the Transaction header, the software has recorded the transaction that the "Communication Agent Start Up".

Figure 12: Communication Agent Start Up Transaction