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Troubleshooting

If an AdvaPACS Gateway is not behaving as expected, this section provides troubleshooting steps for some of the most common issues encountered during installation and operation. The guides below can help you identify configuration problems, connectivity issues, service failures, and other gateway-related errors.

Gateway Appears Offline​

If a Gateway shows as Offline in AdvaPACS:

  1. Verify the Gateway service is running on the host machine.
  2. Confirm the server has internet connectivity.
  3. Check that outbound HTTPS traffic is permitted through any firewalls or proxy servers.
  4. Verify the Gateway credentials (Region, Access Key ID, and Access Key Secret) are correct.
  5. Review the Gateway logs for authentication or connectivity errors.

If the Gateway was recently installed, allow a few minutes for the initial registration process to complete.

Unable to Connect From a Modality​

If a modality or DICOM device cannot send studies to the Gateway:

  1. Confirm the modality is configured with the correct:
    • AE Title
    • Hostname or IP address
    • Port number
  2. Verify the configured DICOM service is running.
  3. Ensure local firewalls allow traffic on the configured DICOM port.
  4. Test network connectivity between the modality and Gateway server.

You can also use DICOM verification (C-ECHO) to validate connectivity before attempting study transfers.

Gateway Time Skew​

AdvaPACS Gateways rely on accurate system time to maintain secure communication with AdvaPACS services. If the gateway's local clock drifts too far from the current time, authentication and connectivity issues can occur, which may prevent the gateway from functioning correctly.

A quick way to verify the gateway's clock is to compare it against a trusted time source.

  1. Open a web browser on the gateway server.
  2. Navigate to https://time.is
  3. Compare the displayed time with the gateway's local system clock.

If the difference is more than a few seconds, the gateway's time synchronisation should be reviewed.

Correcting Time Drift​

The method used to synchronise system time depends on:

  • The operating system
  • Local network policies
  • Domain membership
  • Organisational IT requirements

In many environments, time is automatically synchronised using NTP (Network Time Protocol) or Active Directory domain services.

Windows​

On Windows servers, a manual synchronisation can often be triggered through the Date & Time settings:

  1. Open Settings → Time & Language → Date & Time.
  2. Ensure Set time automatically is enabled.
  3. Under Additional settings, select Sync now.
  4. Wait for the synchronisation to complete and verify the displayed time.

If synchronisation fails, contact your local IT administrator to confirm that time synchronisation services are available and correctly configured.