Troubleshoot DropPoints

This is for the 2023 Refresh, for the legacy platform see:
Troubleshoot DropPoints (Legacy)

Connectivity issues

DropPoint Version

The first step in troubleshooting connectivity is to make sure you have the latest DropPoint version. This can be downloaded from the DropPoints pane in the Flowgear Console by clicking the + icon.

Port Access

The DropPoint service uses HTTPS (port 443) to communicate to Flowgear. Ensure that you do not have a firewall rule blocking outbound access to the tenant endpoint (i.e. {tenantkey}.flowgear.net).

DropPoint Activity Logs

If the DropPoint is the latest version and you are able to access your tenant endpoint, the next step is to review review the DropPoint log file (located in %ProgramFiles%\Flowgear\Flowgear DropPoint) to determine whether there is a connectivity issue. The file is named activityLog.txt.

Named User Accounts

If you are able to access the endpoint in a browser but the DropPoint is not able to connect to it, try running the DropPoint under a named user account. If this resolves the problem, consider whether a firewall could be blocking access based on user account.

A simple way to determine your user account name is by opening Powershell and typing in the command "whoami".

User Accounts Permissions

Named user accounts running DropPoint services must be granted Read/Write permissions for the %ProgramFiles%\Flowgear folder.

Additionally, the user account must have read permissions on the private key used by the DropPoint. The private key read permissions can be set as follows:

1. Open up the run prompt <Windows + R> and enter certlm.msc
2. Identify the certificate ID you are using in the DropPoint application.
3. Follow the images below to grant read permissions:

Note: Both of the aforementioned permissions must be granted from an administrator account.

Specific Errors

Keyset does not exist

This error occurs when the user or service account the DropPoint is running under does not have permission to use the client certificate
private key. See User Accounts Permissions above for information on how to resolve this.

Decryption failed: Padding is invalid and cannot be removed

Flowgear Node binaries at the DropPoint are encrypted using a key that is specific to that DropPoint. If you've changed the Key of the DropPoint or copied files from another machine, you may encounter this error.

To resolve, stop the DropPoint, delete or rename nodes folder and restart the DropPoint. The DropPoint will re-download the Nodes it needs as they are required and they will be cached using the current encryption key.