Troubleshooting the RSCD Agent issues

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Can you ping the host from where you are trying to contact it? For example, can you ping the host from the application server? Can you ping it from your workstation?

ping hostname

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Is the agent running?

UNIX:
Log on to the target server and view the process queue with the ps command, and look for the process 'rscd'.

ps -ef | grep 'rsc'

Windows:
Start Windows task manager and look for the process RSCDsvc.exe

NOTE: If the above processes are not present, check that the agent is installed and then attempt to restart the process. On UNIX this can be accomplished via the startup scripts (usually found in /etc/init.d). On Microsoft Windows use the service control manager and look for BladeLogic RSCD Agent.

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Is a firewall blocking access?

Ensure that the target machine does not have the RSCD Agent port blocked by a firewall.
Windows 2008 installs a firewall by default, it cannot be uninstalled but it can be disabled

To disable the firewall in Windows 2008, enter the following command at a command prompt as an administrator
netsh advfirewall set allprofiles state off

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Can you telnet to the agent port from the application server or your workstation?

telnet hostname 4750

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Is the agent running on the port that you expect? (typically 4750)

netstat -an | grep 4750

Also, check the secure file on the remote host to see if the agent port is configured to be 4750.

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Is the agent running on the right port? What do you get when running agentinfo from the application server or your workstation?

agentinfo hostname

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What is in the RSCD agent logs on the remote host? This should help you determine what the remote agent is seeing as the incoming connection.

UNIX:
<agent_install_dir>/log/rscd.log

Windows:
<agent_install_dir>\RSC\rscd.log

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Does the information in the RSCD agent log files on the remote host match what appears in the exports, users, and users.local files on that host?

For example, is the exports file limiting the request to a specific host? Is the user that is making the connection listed in the users or users.local files?

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Is the system running Terminal Service or is it a Citrix Server?

You have to change to Application INSTALL mode from EXECUTE mode. Use the following steps:

1. From a command prompt:
   change user /install
2. Check it with the following:
   change user /query
   It should indicate that the system is now in Application INSTALL mode.
3. Complete the normal install process.
4. Change back to Execute mode
   change user /execute

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Is ePO/HIPS installed? Could it be blocking the agent?

Use the following steps:

1. Use NETSTAT to see if the port is listening (see above for instructions).
2. Use NMAP to check the port - see above, if it shows filtered then it might be blocked

3. Open the HIPS log and check whether port 4740 is getting blocked. If yes, then HIPS is the problem. If not, check to see if the firewall is blocking the ports because of policy.
   If the problem is HIPS related, it is probably caused by the server having a static IP and not having a WINS server defined. If the WINS server is not defined, HIPS fails and blocks the ports.

c:\>ipconfig /all

Windows IP Configuration

Host Name . . . . . . . . . . . . : hou-jadair-01
Primary Dns Suffix . . . . . . . : adprod.bmc.com
Node Type . . . . . . . . . . . . : Hybrid
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No
DNS Suffix Search List. . . . . . : bmc.com
adprod.bmc.com
dsl.bmc.com
labs.bmc.com

Ethernet adapter Local Area Connection:

Connection-specific DNS Suffix . : bmc.com
Description . . . . . . . . . . . : Broadcom NetXtreme 57xx Gigabit Controller
Physical Address. . . . . . . . . : 00-11-43-9C-CD-8D
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes
IPv4 Address. . . . . . . . . . . : 172.18.80.99(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Default Gateway . . . . . . . . . : 172.18.80.253
DNS Servers . . . . . . . . . . . : 192.168.248.53
192.168.248.246
172.24.4.252
Primary WINS Server . . . . . . . : 172.17.0.251
Secondary WINS Server . . . . . . : 172.19.0.251
NetBIOS over Tcpip. . . . . . . . : Enabled

1. Look at a server on the same subnet as the problem system. Get the network information by using ipconfig /all, and study the WINS lines.
   
   Then go into the network interface and define the WINS server using the information from the other system
2. Restart the agent and try it again.

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Did I fix the problem? How can I check?

For one server, the easiest way is:

1. From within the console, right click on the server instance and select Properties.
2. Use the Lightning Bolt icon in the upper right corner to update agent status if it is incorrect
3. If connectivity is restored, Agent Status is automatically set to Agent is alive or Agent is not licensed. Either way, there is connectivity
4. If the connectivity is restored, from within the same window, change the IS_ONLINE and IS_DEPLOYABLE server properties to TRUE
5. Do not worry about licensing if you are not about to run any jobs against the particular server immediately. The machine will become licensed overnight.