Important

   

This documentation space contains information about PATROL Agents when deployed in a TrueSight Operations Management environment. If you are a BMC Helix Operations Management user, see PATROL Agent 22.4 for BMC Helix Operations Management. Open link

Troubleshooting monitoring policy issues

PATROL Agent is unable to collect data for a specific instance or parameter

PATROL Agent is unable to collect data for a specific instance or parameter.

Probable cause: This error may occur, if the infrastructure environment has customization, for example, load balancer configurations.

Resolution: As a workaround, do the following: 

  1. Verify if the infrastructure environment has load balancer configurations, and the settings are correct.
  2. Restart the PATROL Agent.
  3. Check the affected parameter in the dump_hist file.
  4. Verify if the problem occurs after the PATROL Agent is restarted. If yes, then verify if the respective KM is part of the preloaded list.
  5. If none of the above steps help to resolve the issue, provide the following data to the BMC Support team for further analysis:
    • Patrol Agent Diagnostic data

    • Patrol Agent Debug data

    • Dump_hist output
    • Affected KM debug data

Monitoring policies are not applied to PATROL Agents

Monitoring policies are not applied to PATROL Agents, and displays the following error messages:

  • Failed to send the configuration to the PATROL Agent
  • Exception while getting a list of policies applied to the PATROL Agent
  • Policy evaluation failed for the PATROL Agent
  • Failed to get configuration from the evaluation response for the Agent Configuration type

Probable causesFollowing are some of the probable reasons causing this error:

  • If the monitoring policy is not enabled

  • If the PATROL Agent is shut down

  • If you have not selected the required PATROL Agents while creating the policy

Resolution: As a workaround, do the following: 

  1. Go to the %PnServerPath%\pw\pproxy\PNS\security directory.
  2. Double-click pns.reg to automatically import the keys to the registry. 
  3. Run the following command to start the Infrastructure Management server:
    pw sys start
  4. Verify if the Infrastructure Policies are applied to the PATROL Agent.



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