Resolve Missing Gateway Caused By the Copy Protection Bug

There are a number of reasons for an ESRS Gateway to go “Missing”. The two most common causes
are (1) the ESRS Gateway is migrated to a different platform using vMotion or a similar product and
(2) the Gateway is a victim of the “copy protection bug”. I’m only going to address this second reason
for a Missing Gateway. Before you reinstall the Gateway because it is Missing, make sure it is
not caused by the copy protection bug. Primus solution 300033 covers the issue in detail.
We don’t know the reason for the problem but development and Axeda are looking at it. We believe it
is related to Microsoft patch installs but we are not sure. Hopefully, the problem will be resolved in a
future release of the product. Listed below are the steps to take to identify the issue and resolve the
problem.

1. Log onto the ESRS Gateway.

2. Start Services by clicking Start, Run, type services.msc in the Open field and click OK.
Click the Standard tab at the bottom and expand the Name column so you can see the name of
the services.

3. Look and see if the EMC SRS Gateway Client is Started. If it is, this is not a copy protection bug
issue and you can stop these troubleshooting steps. Open a service request for an ESRS Field
Support Specialist to troubleshoot the problem. If the EMC SRS Gateway Client is not started,
go to step 4.

4. Open a DOS Command window and issue the commands below. This assumes ESRS is installed
on the C drive. If the application is installed on a different drive, use the appropriate drive
letter.

a. C:\> cd \emc\esrs\gateway
b. C:\EMC\ESRS\Gateway> xgate.exe

5. If the output of the command is the same as the screen shot above (One or more components
returned error in Restore), this is the footprint of the copy protection bug and you can go to

Send updates to james.williams@emc.com Modified 7-25-13

 step 6. If you do not receive this error output, this is not a copy protection bug issue and you
can stop these troubleshooting steps. Open a service request for a Field Support Specialist to
troubleshoot the problem.

6. You can remove the necessary files using the DOS Command window or Windows Explorer.
Since you have the DOS Command window open from the previous step, it is easier to do it
there.

Using DOS Command window

a. Make sure you are in the Gateway folder (C:\EMC\ESRS\Gateway by default)

b. Delete the two files DeviceUUIDs.dat and DeviceUUIDs.dat.backup:

del /p deviceu*
DeviceUUIDs.dat, Delete (Y/N)? y
DeviceUUIDs.dat.backup, Delete (Y/N)? y

Using Windows Explorer

c. Open Windows Explorer.

d. Navigate to the <install drive>:\EMC\ESRS\Gateway folder

e. Remove the file DeviceUUIDs.dat
f. Remove the file DeviceUUIDs.dat.backup

7. Open Services again and confirm EMC SRS services are started.

8. To restore the status of the Gateway in ServiceLink, reboot the Gateway server. When the
Gateway server comes up from the reboot, launch the Configuration Tool and on the Status tab,
confirm the Connectivity status is Connected.

9. If you are an EMC employee and have access to ServiceLink, launch ServiceLink
(https://esrs.emc.com/portal) and make sure the Gateway shows that the Device Status is
Online and that the Gateway is Good.

Send updates to james.williams@emc.com Modified 7-25-13