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KB019: Configure Custom HyWorks Maintenance Messages

Last Updated: July 22, 2025

Applies To: HySecure Gateway 7.1 Service Pack 1 and above

Category: User Experience & Interface Enhancements

Overview

This guide explains how to configure custom maintenance mode messages for HyLite Portal when the HyWorks Controller is in maintenance mode. This enhancement allows administrators to display personalized maintenance messages instead of generic system notifications, providing users with specific information about maintenance activities and expected resolution times.

Prerequisites

  • HySecure Gateway 7.1 Service Pack 1 or higher.

  • Security Officer or Administrator access to the HySecure management console.

  • HyWorks Controller integration with HySecure Gateway.

  • Coordination with the Accops support team for backend configuration.

  • Understanding of maintenance communication requirements.

Feature Overview

Maintenance Message Display

When Messages Appear:

  • HyLite Portal users attempting to access HyWorks-based applications and VDI during HyWorks maintenance mode.

Recommended Message Content:

  • Customizable maintenance explanation.

  • Expected duration and resolution time.

  • Alternative contact information for urgent issues.

Default vs. Custom Messages

Default Behavior:

  • Generic system maintenance message displayed.

  • Limited information about maintenance activities.

  • Standard system error appearance.

Custom Message Behavior:

  • Organization-specific maintenance message.

  • Detailed information about maintenance activities.

  • Professional appearance with custom content.

  • Improved user understanding and communication.

Configuration Requirements

Backend Configuration Access

Note

  • This feature requires modifications to the backend configuration file.
  • Direct file system access to the HySecure gateway is required.
  • Contact the Accops support team for assistance with configuration.
  • Custom message file creation and permissions setup needed.

Configuration Scope:

  • Custom message file creation on the HySecure gateway.

  • File permissions and ownership configuration.

  • Message content flag management.

Procedure

Step 1: Contact Accops Support for Configuration

  1. Prepare Configuration Requirements

    • Draft custom maintenance message content.

    • Determine message display preferences.

    • Plan a maintenance communication strategy.

    • Identify the contact information to include.

  2. Submit Support Request: Contact Accops support team with the following information:

    • Gateway Details: HySecure version, cluster configuration, active node information.

    • HyWorks Integration: HyWorks Controller version and integration status.

    • Message Content: Draft maintenance message text and formatting requirements.

Step 2: Backend Configuration to Set a Custom Maintenance Message

Configuration Process (Performed by Accops Support):

  • Connect to the Active Node of the HySecure Gateway via SSH.

  • Create a configuration text file by entering command: vi /home/fes/hyworks_config_mode.txt

  • Assign file ownership to user: apache and group: fes: chown apache:fes /home/fes/hyworks_config_mode.txt

  • Set file permissions to 755: chmod 755 /home/fes/hyworks_config_mode.txt

  • Add the custom maintenance message to the file as per the provided reference image.

  • Values supported by the flags:

    • 1: Displays the definned custom maintenance message.

    • 0: Displays the default system message.

Validation and Testing

  • Test custom message display during simulated maintenance.

  • Verify message formatting and appearance.

Message Activation and Management

Message Display Triggers

Automatic Activation:

  • A message appears only when the HyWorks Controller enters maintenance mode.

  • No manual activation required for custom maintenance message.

  • Automatic message display for HyLite Portal users.

Message Customization:

  • Set different messages for different maintenance types.

  • Conditional message display based on maintenance duration.

  • Dynamic content updates during extended maintenance.

Message Updates During Maintenance

Progress Updates:

  • Message content can be updated during maintenance.

  • Real-time communication of progress or timeline changes.

  • Coordination with Accops support for message updates.

Timeline Adjustments:

  • Update expected resolution times as maintenance progresses.

  • Communicate delays or early completion.

  • Maintain transparent communication throughout maintenance.

Maintenance Communication Integration

Multi-Channel Communication:

  • Coordinate HyLite Portal messages with email notifications.

  • Align with status page updates and social media communication.

  • Ensure consistent messaging across all communication channels.

Internal Communication:

  • Coordinate with IT support teams about message content.

  • Align maintenance messaging with internal communication.

  • Prepare support teams for maintenance-related inquiries.

Diagnostic Steps

Verify Maintenance Mode Status:

  1. Check the HyWorks Controller maintenance mode status.

  2. Confirm maintenance mode is properly detected by HySecure.

  3. Test HyLite Portal access during maintenance.

  4. Verify custom message appears instead of the default error.

  5. Check message formatting and readability.

Coordinate with Support:

  1. Contact Accops support for configuration verification.

  2. Provide specific details about message display issues.

  3. Request configuration file review if needed.

  4. Coordinate message content updates as required.

Note

  • Custom messages appear only when the HyWorks Controller is in maintenance mode.
  • HTML formatting supported for professional message appearance.
  • Coordination with the support team is required for message content updates.

Contact Support: support@accops.com for custom maintenance message configuration.