Webex survivability gateway connector - error

[Rajan]

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

[p.willemsen]

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. 

[wajidhassan]

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.

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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

1. Restart the Connector

2. Verify time sync (NTP) and DNS resolution

3. Check firewall/NAT timeout policies

4. Temporarily disable any proxy to isolate

5. Confirm only one active connector per location in Control Hub

6. 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

[Rajan]

Thanks. Will check these and update.