Server disconnected (code: 1006) when you activate VM Profile or use XMode

Technical Articles ID: KB85978
Last Modified: 2/25/2022

Environment

Advanced Threat Defense (ATD) 4.x

Problem 1

When you activate a VM Profile or use XMode, the following error is displayed:

Server disconnected (code: 1006)

Problem 2

You can configure your ATD appliance to use your custom web certificate for web manager and REST API access. But, ATD continues to use the default ATD certificate for XMode and Activation, even though the custom certificate is successfully uploaded.

Select Manage, ATD Configuration, Web Certificate, upload the custom web certificate, and then log on to the ATD web manager through HTTPS. Use the fully qualified domain name of the ATD appliance, which matches the common name entry in your custom web certificate. For example, https://your.atd.fqdn.local/.

Your browser reports that the connection to your ATD web manager is working with Transport Layer Security. But, when you open XMode or Activation, your browser displays the following error:

server disconnected (code: 1006) error

Cause

This error can be caused by any of the following:

A previous activation session was opened, but not properly closed. The correct way to close an activation session is by using the Disconnect button in the upper-left corner of the browser.
Communication over port 6080/TCP is blocked between your desktop and ATD device. The VM activation link and XMode require ports 6080/TCP and 6000–6060.
You’re using a non-compatible browser.
You don’t have the security exception for ATD port 6080 on your browser setting, or the ATD certificate has changed since you created the exception.
A previously started Activation VM process is still running on the ATD back-end and is stuck.
Your browser is configured to use web proxy settings. These settings interfere with the communication between your desktop and port 6080/TCP on ATD.
After previously resolving a product issue, you create a profile and activate an image.

Solution 1

Try to reactivate the last VM you were working with. If you can connect, use the Disconnect button in the upper-left corner of the browser to disconnect, and then restart the ATD server.

Solution 2

Open port 6080/TCP between the ATD appliance and desktop PC as documented in KB79978 - Advanced Threat Defense Interactive Mode fails to load.

Solution 3

Use a compatible browser. See KB87121 - Supported platforms for Advanced Threat Defense for supported browsers.

NOTE: Microsoft Internet Explorer isn’t supported.

Solution 4

To change the Firefox settings to use the HTML5 feature, perform the steps below:

On the Firefox homepage, click Options, Advanced, Certificates, View Certificates.
In the Certificate Manager window, click Servers.
Click Add Exception and type https://<Host ATD IP address>:6080
Click Get Certificate.
Click Confirm Security Exception, and then click OK.
Click Activation or XMode.

If the ATD certificate ever changes, you must delete it using the following steps and then add it again using the instructions above:

On the Firefox homepage, click Options, Advanced, Certificates, View Certificates.
In the Certificate Manager window, click Servers.
Select the previously added exception.
Click Delete.
Add the exception again using the instructions above.

Solution 5

Restart the amas service from the command line. If the Server disconnected error (code: 1006) appears, reboot the ATD appliance. This action removes the stuck VM process.

How to restart the amas service:

Log on to the ATD CLI using cliadmin credentials.
Type amas restart and press Enter.

How to reboot the ATD Appliance:

Log on to the ATD CLI using cliadmin credentials.
Type reboot and press Enter.

Solution 6

For Activation or XMode window access, we recommend that you use a direct connection between your desktop and port 6080/TCP on ATD.
Contact your network administrator and request that they allow direct access between your desktop and port 6080/TCP on ATD.
Then, disable web proxy settings and automatic configuration script settings in your browser.

Solution 7

Upgrade to the latest version of ATD if any of the conditions below is satisfied:

You can resolve this issue successfully
You see the error again after you create a profile and activate an image

Our product software, upgrades, maintenance releases, and documentation are available on the Product Downloads site.

NOTE: You need a valid Grant Number for access. See KB56057 - How to download Enterprise product updates and documentation for more information about the Product Downloads site, and alternate locations for some products.

Affected Products

Advanced Threat Defense 4.8.x
Advanced Threat Defense 4.2.x
Advanced Threat Defense 4.14.x
Advanced Threat Defense 4.12.x
Advanced Threat Defense 4.10.x
Known Issue/Product Defect

Languages:

This article is available in the following languages:

German
English United States
Spanish Spain
French
Italian
Japanese
Korean
Dutch
Portuguese Brasileiro
Chinese Simplified
Chinese Traditional

Knowledge Center

Server disconnected (code: 1006) when you activate VM Profile or use XMode

Environment

Problem 1

Problem 2

Cause

Solution 1

Solution 2

Solution 3

Solution 4

Solution 5

Solution 6

Solution 7

Affected Products

Languages:

Title

Title

Knowledge Center

Server disconnected (code: 1006) when you activate VM Profile or use XMode

Environment

Problem 1

Problem 2

Cause

Solution 1

Solution 2

Solution 3

Solution 4

Solution 5

Solution 6

Solution 7

Affected Products

Languages:

Choose your region

Title

Title