Bomgar Middleware Engine Common Issues and Causes

Issue/Symptom Possible Causes Resolution
Bomgar Middleware Engine Windows service fails to start.

Installation prerequisites have not been met. For information, please see Install the Bomgar Middleware Engine.

Invalid configuration in <install_dir>\MiddlewareConfig.txt.

For additional troubleshooting information, open the Windows event viewer and look for any messages in the application log with a source of MiddlewareEngineService or BomgarMiddlewareEngine.

You may also go to the directory where the Bomgar Middleware Engine is installed and look in \Logs\BomgarMiddlewareEngineService.log for additional error messages.

If this is a new installation, you may go to Windows Programs and Features, uninstall the Bomgar Middleware Engine, and then reinstall it.

If the service no longer starts after the MiddlewareConfig.txt file has been modified, either fix the MiddlewareConfig.txt file and try again or delete the MiddlewareConfig.txt file and start the service. The Bomgar Middleware Engine will use the default values for configuration. The service should now start, and the admin tool can be used to modify the configuration.

Events are not being delivered to a plugin as expected.

Invalid configuration of the plugin.

Invalid API configuration on the Bomgar Appliance (e.g., the API account not having proper privileges or incorrect outbound event configuration).

Invalid network configuration.

Enable DEBUG logging by opening the administration tool, clicking Edit Middleware Configuration, changing the log level, and saving.

Run a test on the plugin configuration in the middleware administration tool.

Read the documentation for the specific plugin and ensure the configuration is correct.

An events is delivered to a plugin but is failing.

Invalid configuration of the plugin.

Invalid network configuration.

Other issues.

Enable DEBUG logging by opening the administration tool, clicking Edit Middleware Configuration, changing the log level, and saving.

Run a test on the plugin configuration in the middleware administration tool.

Read the documentation for the specific plugin and ensure the configuration is correct.

In the administration tool, click the history icon next to the plugin. View the list of events and find the one that is failing. Click the link to view the error detail. If the error detail is not enough to diagnose the issue, note the Event GUID for the event, navigate to the logs under <install_dir>\Logs, look through the logs, and find the log message for the event. All log messages for the event will have the event GUID in the message.

If unable to resolve the issue, contact Bomgar Support.