Server disconnected (code: 1006) when you activate VM Profile or use XMode

Technical Articles ID: KB85978
Last Modified: 2023-02-24 11:59:16 Etc/GMT

Environment

Advanced Threat Defense (ATD)
Intelligent Sandbox (IS)

Problem

When you activate a VM Profile or use XMode, the following error is displayed:

Server disconnected (code: 1006)

Cause

This error can be caused by any of the following:

A previous activation session was opened, but not properly closed. The correct way to close an activation session is by using the Disconnect button in the upper-left corner of the browser.
Communication over port 6080/TCP is blocked between your desktop and ATD/IS device. The VM activation link and XMode require ports 6080/TCP and 6000–6060.
You're using a non-compatible browser.
You don't have the security exception for ATD/IS port 6080 on your browser setting, or the ATD/IS certificate has changed since you created the exception.
A previously started Activation VM process is still running on the back-end and is stuck.
Your browser is configured to use web proxy settings. These settings interfere with the communication between your desktop and port 6080/TCP on ATD/IS.
After previously resolving a product issue, you create a profile and activate an image.
In XMode, when your ATD/IS device is busy, the XMode button grows in the Manager GUI before the scanning process hasn't yet started in the backend.
Clicking the XMode button doesn't connect your browser to the Sandbox VM desktop, as the VM hasn't yet started.

Solution 1

Try to reactivate the last VM that you were working with. If you can connect, use the Disconnect button in the upper-left corner of the browser to disconnect, and then restart the ATD/IS server.

Solution 2

Open port 6080/TCP between the appliance and desktop PC as documented in KB79978 - Intelligent Sandbox Interactive Mode fails to load.

Solution 3

Use a compatible browser. See KB87121 - Supported platforms for Advanced Threat Defense/Intelligent Sandbox for supported browsers.

NOTE: Microsoft Internet Explorer isn't supported.

Solution 4

To change the Firefox settings to use the HTML5 feature, perform the steps below:

On the Firefox homepage, click Options, Advanced, Certificates, View Certificates.
In the Certificate Manager window, click Servers.
Click Add Exception and type https://<Host ATD/IS IP address>:6080
Click Get Certificate.
Click Confirm Security Exception, and then click OK.
Click Activation or XMode.

If the ATD/IS certificate ever changes, you must delete it using the following steps and then add it again using the instructions above:

On the Firefox homepage, click Options, Advanced, Certificates, View Certificates.
In the Certificate Manager window, click Servers.
Select the previously added exception.
Click Delete.
Add the exception again using the instructions above.

Solution 5

Restart the amas and nginx services from the command line. If the Server disconnected error (code: 1006) appears, reboot the appliance. This action removes the stuck VM process.

How to restart the amas:

Log on to the ATD/IS CLI using cliadmin credentials.
Type service amas restart and press Enter.

How to restart the nginx service:

Log on to the ATD/IS CLI using cliadmin credentials.
Type service restart nginx and press Enter.

How to reboot the ATD/IS Appliance:

Log on to the ATD/IS CLI using cliadmin credentials.
Type reboot and press Enter.

Solution 6

For Activation or XMode window access, we recommend that you use a direct connection between your desktop and port 6080/TCP on ATD/IS.
Contact your network administrator and request that they allow direct access between your desktop and port 6080/TCP on ATD/IS.
Then, disable web proxy settings and automatic configuration script settings in your browser.

Solution 7

Upgrade to the latest version of ATD/IS if any of the conditions below are satisfied:

You can resolve this issue successfully.
You see the error again after you create a profile and activate an image.

Our product software, upgrades, maintenance releases, and documentation are available on the Product Downloads site.

NOTE: You need a valid Grant Number for access. See KB56057 - How to download product updates and documentation for more information about the Product Downloads site, and alternate locations for some products.

Solution 8

If your ATD/IS device is busy and has many other pending items in the waiting queue, try connecting to your XMode sandbox several times until scanning starts.

Affected Products

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Knowledge Center

Server disconnected (code: 1006) when you activate VM Profile or use XMode

Environment

Problem

Cause

Solution 1

Solution 2

Solution 3

Solution 4

Solution 5

Solution 6

Solution 7

Solution 8

Affected Products

Languages:

Title

Title

Knowledge Center

Server disconnected (code: 1006) when you activate VM Profile or use XMode

Environment

Problem

Cause

Solution 1

Solution 2

Solution 3

Solution 4

Solution 5

Solution 6

Solution 7

Solution 8

Affected Products

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