Issue with Identity Collector: Error sk113021 When Adding Gateway

[PingPong]

Hi CheckMates community,

We're in the process of migrating from AD Query to Identity Collector for the Identity Awareness blade. We've successfully configured one Identity Collector in our environment. However, when attempting to add the second gateway, we encountered an issue where the system prompted us with "Error: refer to sk113021."

We've already ensured that the network requirements are fully met, and the gateway is reachable as confirmed by successful pings (as shown in the attached image). Additionally, we've verified that all logs related to the Identity Collector are allowed.

Despite these steps, we're still facing the same issue. Has anyone experienced a similar problem, or could you provide insights into what might be causing this? Any help or guidance would be greatly appreciated.

Thank you in advance!

IC

CPlogs

[_Val_]

Did you actually go over sk113021? It lists quite a few points other than connectivity. I suggest you review it first, check every possible scenario, and let us know if that helped.

[_Val_]

In addition, please look into k170112

[AkosBakos]

Hi @PingPong 

Can you reach the InternalFW on port 443? 

#telnet <ip> 443 from the identity collector?

Akos

[PingPong]

Hello @AkosBakos 

Yes, the InternalFW is reachable on port 443.

[glenjoe]

I am also encountering this issue. We’re in the process of migrating from AD Query to Identity Collector for the Identity Awareness blade and have successfully configured one Identity Collector. However, when trying to add the second gateway, we get the same error message referring to "Error: refer to sk113021." We’ve checked that all network requirements are met, the gateway is reachable (confirmed by pings), and that all relevant logs for the Identity Collector are allowed. Despite these checks, the issue persists. Has anyone else faced this problem or have any suggestions on what might be causing it? Any insights would be greatly appreciated! Thanks in advance.

[AkosBakos]

If somebody will open a ticket by TAC, please paste here the solution 🙂

[Chris_Atkinson]

A new IDC build was published on sk134312 if your problem persists with this please contact TAC for assistance 

[PingPong · Accepted solution]

Hi everyone,

I just wanted to provide an update regarding this issue. After installing the HOTFIX and applying the necessary patches, the Identity Collector successfully received the certificate. We simply clicked the Trust button to re-establish the connection, and now everything is working smoothly — all status indicators are green!

Thanks to everyone for your input and support!

Best regards,

PONG

[the_rock]

Great job! Thanks for sharing the solution.

Andy

[Chris_Atkinson]

Glad it's working now - Which hotfixes / patches are you referring to?