Gateway lost connection - getting 403 Forbidden

[asavener]

Gateway was previously communicating, but lost connection and will not reconnect.  I had this issue once before and only resolved it via removal/reinstall but I would very much like to avoid that as it blows away the entire device database.

Server logs show the following:

2026-03-25T21:59:53.476Z ERROR 8660 --- [EcoStruxure IT Gateway] [https-jsse-nio-443-exec-3] c.s.d.remoteon.RemoteOnInitializerImpl : Failed connecting to https://us.ecostruxureit.com/ingester/v2/registration. Response is: 403 Forbidden

[Cory_McDonald]

Hello @asavener,

Common reasons for the Forbidden message can be found here: https://community.se.com/t5/Troubleshooting/Troubleshooting-issues-connecting-your-Gateway-to-EcoStr...

If those are verified and not the cause of the problem, I would recommend connecting with technical support on this issue.  For security reasons we do not ask for log files to be provided within the community due to security concerns with network and/or user information that is contained within them.

Instructions on gathering log files for technical support analysis of the issue: https://community.se.com/t5/Troubleshooting/Gathering-Gateway-logs-for-troubleshooting/ta-p/447142

Kind Regards,

Cory