ISM troubleshooting

This section describes errors you might encounter when using the endpoint installer or ISM.

Endpoint installer errors

This table provides guidance for resolving errors you might encounter using the endpoint installer. If an issue persists after attempting the solution, contact Veracode Technical Support.

Issue	Solution
Invalid installation folder	Verify that the location specified in the Installation Folder field is either an empty folder that you created or a nonexistent folder that the installer creates.
Invalid JAVA_HOME path	Verify that the JAVA_HOME environment variable points to a valid Java Runtime Environment (JRE) or Java Development Kit (JDK).
Proxy settings errors	Verify that the proxy server is accessible from the machine running the installer and does not require more authentication in addition to username and password. The installer supports only basic proxy authentication.
Failure to authenticate endpoint key	Copy the endpoint key to your clipboard directly from the Veracode Platform. To copy the key, go to the gateway page, select the Actions menu for the endpoint you are installing, and select Copy Endpoint Key. If you still encounter an error, verify that you have not already installed an endpoint with that key on another machine. This issue might indicate that your network environment is blocking Java SSL certificates, or you might need to install your own certificates in the default Java KeyStore. To determine if the issue is related to SSL, check the ISM log files.

ISM errors

This table provides guidance for resolving errors you might encounter when trying to perform an analysis using ISM. The error message appears in the ISM log files or the command output, if you're using a command line.

Error message	Solution
ERROR - Exit due to initialization failure: Failed to reach the gateway	Verify that the gateway server on port 443 is on your allowlist and available from the machine on which the endpoint is installed.
ERROR - Failed to get list of tunnels	Verify that the gateway server on port 443 is on your allowlist and available from the machine on which the endpoint is installed.
ERROR - Exit due to initialization failure: GMS API invoke failed, cause : \{"error":"Token already registered","success":false\}	Run the endpoint on the machine on which it originally ran. If you want to run an endpoint on another machine, you must create a new endpoint.
ERROR - Exit due to initialization failure: Failed to make websocket connection to gateway	Verify that WebSockets are allowed in your firewall or proxy configuration for port 443.

View endpoint logs

If you encounter errors using ISM, you can refer to the log files for your endpoint to help with troubleshooting.

To complete this task:

1. Navigate to the logs folder in your ISM installation directory. For example: C:\Program Files\Veracode\ISM\veracode_ism\logs

2. Open the log file relevant to your issue.

   • endpointinstaller.log records the events of the endpoint installation.
   • smartendpoint.log records the endpoint activity.