Common Solutions

Following are some issues which you might encounter and steps you can take to rectify them.  If you are unable to resolve a problem, contact DEI technical support at 405-292-2280 or submit a technical support request.

Browser is unable to connect to HGclient
The browser may report an error like “The server refused the connection” or “The page cannot be displayed”.  Verify that HGclient is running, and that you are using a correct HyperGate URL.  If you are using Proxy Mode, verify that your browser’s proxy address and port number are correct.  If you are using Internet Explorer, check that “Show friendly HTTP error messages” has been disabled as described in the HTML Error Messages section.

Pages downloaded via HyperGate contain no embedded images
If you download HTML pages using HyperGate URLs, all of the links within those pages should be absolute.  Also verify that the browser is configured to send “Referer” headers.  See the Embedded Content section for more details.

Transfer seems very slow
Check whether other people are using the network connection.  Make sure the debugging option is not set higher than 1.  Check whether many other people are accessing the server.  If you are running a third-party Windows software firewall such as Zone Alarm, check that it is configured as described in the Setup chapter.  Also refer to the Performance section of this chapter.

HGclient fails to launch, reporting "bind: Address already in use"
Another application is or recently was using the same TCP port as HGclient.  You may already be running an hgclient process, or another application could be using the same TCP port.  You can specify a different port for HGclient to listen upon as described in the HGclient chapter, although this will requiring updating either your web browser's proxy configuration, or your HyperGate URLs.  Note that TCP may prevent reuse of a port for up to two minutes after any application last used it (the TIME_WAIT state), so you may need to wait this long between relaunching HGclient.  This is an inherent limitation of TCP which affects all TCP applications.

Application fails to launch, reporting “Trial period has expired”
The software is a trial or demonstration version and it has passed the expiration date.  Verify that you are using a production binary provided by DEI after payment of your contract.

Application fails to launch, reporting “Unable to initialize Document Exchange”
Another application may be using the same UDP port number.  Verify that HyperGate software is not already running on the same port.  If the default HyperGate ports conflict with existing software, or if you wish to run more than one instance of HyperGate on the same system, see the HGclient and HGserver chapters for instructions on changing the port numbers.

Browser displays "HyperGate Error: Host not found"
If you are following a HyperGate URL, verify that the client and server portions (hgc_n and hgs_n) are valid host names or addresses.  Check the HGserver configuration for a valid “-h” command option or “Host” configuration variable.  Check that the DNS servers for HGclient and HGserver are working properly.  If you are trying to reference “localhost”, use “127.0.0.1” instead.

Browser displays "The transaction timed out"
Check that your network connection is up and that HGserver is running on the server and port given in the URL.  Check that any access control devices, such as firewalls, are configured as described in the Setup chapter.  You may find it useful to use DEI's diagnostic utilities to verify network and server availability.

Browser displays "Bad Request: Invalid URI"
Check that you are using properly formatted HyperGate URL.

Browser displays the wrong web page or "Page not Found"
Check that the HyperGate URL is correct.  If the target web server hosts multiple virtual servers, make sure that the URL specifies the correct target host name, not just an IP address.

Browser displays "Insufficient resources are available"
Check whether many other people are using the same HGclient or HGserver.  Certain limits may be set by the terms of your software license.  If you feel you may be exceeding these limitations, contact DEI or your regional sales representative for assistance in raising them.

Browser displays "Unsupported method"
This version of HyperGate only supports GET, HEAD, POST, and CONNECT HTTP methods.  Check that HyperGate URLs only start with “http://”.  Make sure that the web browser is not trying to use the HGclient address as a proxy for any protocol other than HTTP.

Transfer failed and logs show “Client browser closed”
The web browser aborted the transaction prior to completion.  Verify correct operation of your browser.  Check for javascripts, download managers, or other factors which may be interfering with your browser.  If you are using Windows, run a virus or other malware checker.

Launch fails with "cannot open shared object file" or "cannot open library"
On some unix systems, HyperGate requires installation of a recent SSL dynamic library.  If you are using OpenSSL older than version 0.9.6b, you may need to upgrade to be able to run HyperGate.