Edge Encryption proxy network connectivityIssue This alert indicates one or more of your Edge Encryption proxy servers do not updated the sys_encryption_proxy table for a period of time. Each proxy needs to update the sys_encryption_proxy.lastresponse_on field within a few minutes. Failing to do so, the instance will mark them as unresponsive, and offline. You can check with the following link: <instance>/sys_encryption_proxy_list.do?sysparm_query=status!%3DOnline&sysparm_first_row=1&sysparm_view=&sysparm_filter_only=true(you need to be a System Administrator and elevate your role to "security_admin") CauseAs the edge encryption proxy server are running outside our infrastructure, ServiceNow will have very limited information about the source of the problem. To detect the cause of this alert, check the followings : The network connectivity between the proxy and the instance. Your edge proxy logs will clarify this.The firewall rules setup between the proxy servers and the instances (please check both primary and secondary IP ranges). Your edge proxy logs will show connection problems.Check you are using the latest supported Java Virtual machine. The JVM does not get updated automatically. If an older or outdated JVM versions is used, problems will surface over time. Same with incompatible JVM versions.Check your Edge encryption proxy version and the your instance are on the same version.You have migrated your edge encryption proxies to another system and changed their names, creating orphan record on the sys_encryption_proxy table.Check if the instance has been AHA transferred to a different datacenter at the time the proxy was unresponsiveResolutionIf the edge interruption was planned, the proxy has been renamed, migrated with a new name or it will be stopped for a long time (e.g a new setup that needs additional preparation), please remove the proxy entry from the sys_encryption_proxy table. The required sys_encryption_proxy record will get recreated once the proxy starts again. With the orphan record removed, you will avoid further alerts from being raised on that record. More details onKB0622356 - How to stop Edge Encryption errors from being generated when the Edge Encryption proxies are stopped for a long period Otherwise, check your edge proxy logs for clues. You might find the logs on the <edge-proxy-installation>/logs directory. Please analyze what might have caused the connectivity issue to assist you in preventing these issues in the future. If the alert was caused by failures in the network between ServiceNow and the proxy, we recommended an investigation to be executed by your network team on the devices within your network and related to the proxy. The main recommendation to resolve these unplanned outages are: 1. Restart the problematic edge encryption proxies and validate the edge proxy logs for traces of any error. 2. Please check with your networking team on any maintenance activities which could result in your Edge proxies being unresponsive. 3. Make sure whether the proxy servers have been excluded from your firewall by consulting your network team. Ensure both primary and secondary servers have been inclusion listed. 4. If the edge encryption proxies are using an intermediate proxy, ensure this intermediate proxy can cope with the demands. 5. Check your Edge encryption proxy version (Proxy build) and your instance are on the same version, and consider updating to the latest release (docs) as soon as possible. 6. Check a compatible Java version is installed 7. Validate the number of proxy servers running on your environment is correct and they are not getting overloaded. Check KB0621697 - Sizing Your Edge Encryption Environment Warning: It is important to test any changes on your development instance before making changes to production.