How can I verify connectivity for a data access user from Geneos?

Issue Copied

The connection fails or the user account is not accepted when connecting a Geneos Gateway to ITRS Analytics using a data access user.

Resolution Copied

Work through the steps below to verify connectivity between the Geneos Gateway and ITRS Analytics.

Check the ITRS Analytics Connection plugin Copied

In the Gateway Setup Editor, enable the Gateway-ITRSAnalyticsConnection plugin. Once enabled, check the Summary dataview (if using Geneos 7.9 or earlier) or the Data Access dataview (if using Geneos 7.10 and later). The accessTokenUser must exist, and accessTokenAvailable should be true when the connection is successful.

Review Gateway logs Copied

If accessTokenAvailable is false, check the Gateway log for errors containing IAXConnection. Example:

2026-03-26 14:56:52.680+0800 ERROR: IAXConnection Failed to retrieve data access token: [400]400 Bad Request at https://myiaxserver.global.example.com:443/auth/realms/obcerv/protocol/openid-connect/token

Test token retrieval with curl Copied

On the Gateway server, use curl to simulate token retrieval from ITRS Analytics. A successful request returns an access token in JSON format:

export iaxusername=mydauser
export iaxpassword=myD4P@ss
export iaxhostname=myiaxserver.global.example.com
curl -k -v -s --data "grant_type=password&client_id=api-gateway-client&username=${iaxusername}&password=${iaxpassword}" https://${iaxhostname}/auth/realms/obcerv/protocol/openid-connect/token

Common errors Copied

Connection refused or network errors (no HTTP response) Copied

Check network connectivity between the Geneos Gateway and ITRS Analytics. Verify firewall rules and routing.

HTTP 400 Copied

The data access user may still have a temporary initial password that must be changed. Log in to the ITRS Analytics Web Console from a browser to verify the username and password, and update the password if prompted.

HTTP 401 — invalid_grant / Invalid user credentials Copied

Log in to the ITRS Analytics Web Console from a browser to verify the data access username and password.

HTTP 401 — unauthorized_client / Invalid client credentials Copied

In the Keycloak admin console for ITRS Analytics, verify the api-gateway-client settings:

1. Open the obcerv realm.
2. Go to Clients and select api-gateway-client.
3. Under Capability config, confirm Client authentication is Off.

HTTP 404 Copied

The ITRS Analytics service address in the Gateway must match the fully qualified domain name (FQDN) used during installation. Do not use an IP address or short hostname.

For setup guidance, see Connect Geneos to ITRS Analytics.