Webex survivability gateway connector - error

Rajan — Tue, 01 Jul 2025 13:11:26 GMT

Hi All,

Webex survivability gateway connector comes online and then goes offline in some time. Sync happened once but after that getting the below error:

sync failed due to internal server error (code -31200)

Any suggestions on what could be causing this.

Thanks

Rajan

Re: Webex survivability gateway connector - error

wajidhassan — Tue, 01 Jul 2025 15:29:40 GMT

Common Causes of Error Code -31200

1. Firewall or NAT Timeout

The connector establishes an outbound connection to Webex over HTTPS (TCP 443).
If the firewall drops idle TCP connections too quickly, the connector appears to go offline intermittently.
This can cause sync errors or full disconnects from Control Hub.

Fix:

Ensure long-lived TCP connections are allowed through NAT/firewall.
Increase TCP idle timeout to at least 30 minutes.
Whitelist outbound traffic to:
- *.wbx2.com
- *.webex.com
- *.cisco.com

Tip: Cisco recommends allowing WebSocket/HTTPS outbound on port 443 unrestricted.

2. Proxy or SSL Inspection Interference

If you're using a proxy or SSL inspection (e.g., in Zscaler, Palo Alto, etc.), it may:

Modify certificates
Interrupt WebSocket connections used by the connector

Fix:

Bypass Webex cloud domains from proxy/SSL inspection.
Allow direct connection for the connector host.

3. Incorrect Time / NTP Issues

If the Survivability Gateway system clock is off by too much, Webex cloud auth or cert validation fails.

Fix:

Confirm system time is synced using a reliable NTP server.
Restart the connector after time is corrected.

4. Multiple Connectors in Conflict

If you've registered multiple connectors with the same location or org, it can lead to sync clashes.

Fix:

In Control Hub, check:
- Devices → Survivability Gateway
- Confirm there's only one connector active per location
- Delete or re-register redundant ones

5. Internal WSG Service Crash / Bug

Some earlier versions of the connector had bugs causing service instability.

Fix:

Ensure you're running the latest version of WSG Connector.
Restart the connector service or reboot the host OS.
You can check logs in:
swift
CopyEdit
/var/log/wsg/ (for Linux) or CProgramData\Webex\WSG\logs\ (Windows)

Suggested Immediate Steps

Restart the Connector
Verify time sync (NTP) and DNS resolution
Check firewall/NAT timeout policies
Temporarily disable any proxy to isolate
Confirm only one active connector per location in Control Hub
Check logs for code -31200 and surrounding messages

If Problem Persists

Enable debug logging on the connector (via CLI or config file)
Collect logs from /logs/ folder and open a TAC case with:
- Org ID
- Connector hostname
- Full error message + timestamp

Re: Webex survivability gateway connector - error

Rajan — Tue, 01 Jul 2025 18:41:47 GMT

Thanks. Will check these and update.

Re: Webex survivability gateway connector - error

p.willemsen — Thu, 09 Apr 2026 09:33:07 GMT

Hi Rajan,

Configure NTP from webex do not use you company NTP. When there is a couple of seconds different then you get this error.

topic Webex survivability gateway connector - error in Webex Calling

Webex survivability gateway connector - error

Re: Webex survivability gateway connector - error

Common Causes of Error Code -31200

1. Firewall or NAT Timeout

2. Proxy or SSL Inspection Interference

3. Incorrect Time / NTP Issues

4. Multiple Connectors in Conflict

5. Internal WSG Service Crash / Bug

Suggested Immediate Steps

If Problem Persists

Re: Webex survivability gateway connector - error

Re: Webex survivability gateway connector - error