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If you have installed the NetSupport DNA Local (Server) Gateway and Remote (Agent) Gateway, to allow remote DNA Agent machines to connect to the DNA Server, you may wish to view the activity of the Local and Remote Gateways to troubleshoot connectivity issues. There is an inbuilt diagnostic window that can be viewed by applying a registry entry to the machine.

The DNA Local Gateway and Remote Gateways run as a service on the machine which they are installed. The connections between the DNA Agent machines, Remote Gateways and Local Gateway are handled in the background by the respective services.

All DNA traffic is processed in the background, which can make it difficult to confirm if the services are running correctly and if the connections from DNA Agent machines are working as expected.

The diagnostic window shows the current activity across the DNA Gateway, allowing you to diagnose connections issues on the DNA Local Gateway and Remote Gateways.

View the DNA Local Gateway diagnostic window

  1. Run regedit.
  2. Navigate to:
    32bit HKEY_LOCAL_MACHINE\SOFTWARE\NetSupport Ltd\NetSupport DNA\Gateway
    64bit HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\NetSupport Ltd\NetSupport DNA\Gateway
  3. Right click in the right-hand pane and select NewString Value.
  4. Enter ShowGatewayS as the name and press Enter.
  5. Double click the ShowGatewayS entry and set the Value data field to 1 then click OK.
  6. Run services.msc and restart the NetSupport DNA Gateway Server service.
  7. Click the Start button when the DNA Local Gateway diagnostic window is displayed.

The DNA Remote Gateway connection and real-time activity will be displayed.

View the DNA Remote Gateway diagnostic window

  1. Run regedit.
  2. Navigate to:
    32bit HKEY_LOCAL_MACHINE\SOFTWARE\NetSupport Ltd\NetSupport DNA\Gateway
    64bit HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\NetSupport Ltd\NetSupport DNA\Gateway
  3. Right click in the right-hand pane and select NewString Value.
  4. Enter ShowGatewayC as the name and press Enter.
  5. Double click the ShowGatewayC entry and set the Value data field to 1 then click OK.
  6. Run services.msc and restart the NetSupport DNA Gateway Remote service.
  7. Click the Start button when the DNA Remote Gateway diagnostic window is displayed.

The DNA Agent connection and real-time activity will be displayed.

Note: The DNA Local Gateway and DNA Remote Gateway windows are only to be used for diagnostic purposes and should not be enabled permanently on the DNA Local Gateway and Remote Gateway machines.

This article is advising you to modify the registry, and you do so at your own risk. Serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you follow the steps carefully. For added protection, back up the registry before you modify it.

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