Secure Tunnel troubleshooting

This section provides troubleshooting steps for cases where the Secure Tunnel is not functioning properly after setup.

Secure Tunnel it is not functioning properly after restart

In Windows Task Manager, make sure the previous Secure Tunnel process (or processes) has shut down properly. If the Secure Tunnel process is still running, end it and then restart Secure Tunnel.

Port 50000 is already in use by another application

When you deploy the Secure Tunnel, port 50000 is set automatically for it.

There may be cases where port 50000 is used by another application:

  • Before you deploy the Secure Tunnel. This port is already being used by another application.

  • After you deploy the Secure Tunnel. This port is overtaken by another application. For example, an application with a higher priority that also utilizes port 50000 by default.

In these cases, you need to change the Secure Tunnel port.

How do I know if the port is in use?

To find out which service is using port 50000, run the following command on the Connector machine :

netstat -ano | findstr "50000"

Change port before deployment

  1. Start the deployment process, as described in Install and configure Secure Tunnel.

  2. When you reach the Configure on-premise components page, stop the Secure Tunnel deployment wizard.

    If the port is already in use, you will not be able to pass this stage and you will get this message:

    Secure Tunnel configuration failed. See secure_tunnel_config_tool.log for details.

    ***************************

    APPLICATION FAILED TO START

    ***************************

    Description:

    Web server failed to start. Port 50000 was already in use.

    Action:

    Identify and stop the process that's listening on port 50000 or configure this application to listen on another port.

    2022-02-04 22:34:36.577 INFO 3504 — [main] c.c.p.t.s.wstunnel.WSTunnelService : WebSocket Shutting down tunnels

    2022-02-04 22:34:38.608 INFO 3504 — [main] c.c.p.t.s.wstunnel.WSTunnelService : WebSocket Tunnels shutdown completed

    2022-02-04 22:34:38.608 ERROR 3504 — [pool-1-thread-1] c.c.p.t.p.t.w.client.WebSocketClient : TunnelId='<Tunnel ID>' Failed to connect to server='wss://<connector url>:443'

    "

  3. Open the following file for editing: 

    C:\Program Files\CyberArk\PrivilegeCloudSecureTunnel\Config\application.properties

  4. In the file, change the port number 50000 in #server.port=50000 to a known free port.

  5. Save the file.

  6. Go back to the Configure on-premise components page and complete the wizard.

Change port after deployment

  1. From the Task Manager, Stop all the instances of the CyberArk Privilege Cloud Secure Tunnel service.

  2. Open the following file for editing: 

    C:\Program Files\CyberArk\PrivilegeCloudSecureTunnel\Config\application.properties

  3. In the file, change the port number 50000 in #server.port=50000 to a known free port.

  4. Save the file.

  5. Restart the CyberArk Privilege Cloud Secure Tunnel service.