Common SteelHead Mobile configuration problems
This table summarizes how to troubleshoot common SteelHead Mobile configuration problems.
If optimization is failing
Use the information in this section to problems with optimization.
Restart the SteelHead Mobile
To restart the Windows SteelHead Mobile
1. In the client system tray, click the SteelHead Mobile software icon to open the SteelHead Mobile GUI.
2. In the SteelHead Mobile, click Support.
3. Under Restart SteelHead Mobile, click Restart.
4. In the SteelHead Mobile, click Status.
5. Check whether the monitor process is running. If it is, this message is displayed: Healthy
To restart the Mac SteelHead Mobile
1. In the Finder, click the SteelHead Mobile icon to display the menu.
2. In the SteelHead Mobile menu, select Support > Restart SteelHead Mobile.
3. In the SteelHead Mobile menu, select Status.
4. Check whether the monitor process is running. If it is, this message is displayed: Healthy.
Verify that the monitor process is running
The monitor is a service that communicates with the Mobile Controller and starts the optimization process.
To verify that the monitor process is running
1. In the client system tray, click the SteelHead Mobile software icon to open the SteelHead Mobile GUI.
2. In the SteelHead Mobile, click Status.
3. Under Current Controller, check whether the monitor is running. If the monitor is not running, this message is displayed: Unable to connect to monitor
4. In the SteelHead Mobile, click Support.
5. Under Restart SteelHead Mobile, click Restart.
6. In the SteelHead Mobile, click Status.
7. Check whether the monitor process is running. If it is, this message is displayed: Healthy
Verify that the client is connected to the Mobile Controller
In the SteelHead Mobile GUI, under Settings, verify that the client is connected to the Mobile Controller.
To verify that the SteelHead Mobile is connected to the Mobile Controller
1. In the client system tray, click the SteelHead Mobile software icon to open the SteelHead Mobile GUI.
2. Click Status. If the SteelHead Mobile is connected to the Mobile Controller, this message is displayed: Connected
Verify that the client is connecting to the Mobile Controller
In the SteelHead Mobile, test whether the client is connecting to the Mobile Controller.
To verify that the SteelHead Mobile is connecting to the Mobile Controller
1. In the client system tray, click the SteelHead Mobile software icon to open the SteelHead Mobile GUI.
2. In the SteelHead Mobile, click Settings.
3. Under Configure Mobile Controllers, click Configure to display the Configure Mobile Controllers dialog box.
4. Select the Mobile Controller that you want to verify and click Test to test the connection.
It takes approximately 30 seconds for the client to connect with the Mobile Controller (after you have VPN connectivity). If after 30 seconds, the client GUI still indicates that SteelHead Mobile client is not connected to the Mobile Controller, perform
Step 5.
5. Under Restart SteelHead Mobile Client, click Restart, and then click Yes
Verify that there is enough free disk space for the data store
To verify whether there is enough free disk space for the data store
1. In the client system tray, click the SteelHead Mobile software icon to open the SteelHead Mobile GUI.
2. In the SteelHead Mobile, click Status.
If the SteelHead Mobile displays this message, the optimization process is not running: Critical
3. On the client system tray, right-click and select Task Manager to open the Windows Task Manager dialog box.
4. Click Processes and look for the rbtsport.exe process.
If the process is not running, in the SteelHead Mobile, click Support.
5. Under Logs, click View Log to view the current log file, and then look for this message:
Insufficient disk space for seg store
If you don’t have enough disk space, reduce the data store size value by performing these tasks:
– In the SteelHead Mobile, click Settings.
– Under Resource Allocation, select a smaller data store size from the drop-down list.
Verify that the connections are optimized
To verify that connections are optimized, your system administrator must
1. Log in to the Management Console.
2. Choose Reports > Endpoints: Endpoint Report to display the Endpoint Report page.
3. Click the username in the endpoints list to display the Endpoint Details page.
4. Under General Information, check the connection status.