Analysis

There are 2 type connections between the SG and the backend server:

1. One is a keep-alive connection between the SG and AWS IOT server. The Service Gateway receives messages from the IoT server.
2. The second type is the connection between the Service gateway to Trend Vision One backend server. The SG sends/queries messages to the backend server.

• When the IoT server sends the message to the SG and does not receive a response, it will send a disconnection message, setting the Service gateway up as if it was "disconnected". This usually indicates that there is a network disconnection between Service Gateway appliance and AWS IoT server.
• The SG then queries its status from the Trend Vision One backend server. If it finds that the connection status is "disconnected", it then quickly resumes, and then sends a "connected" message.

In this scenario, users should not worry as SG appliance is operating correctly. The issue is that cloud may experience some loss of monitoring data, such as real-time CPU and memory usage.