Depending on the status of the agent, you can use the following troubleshooting guidelines to diagnose agent communication issues.
Connection Active
Explanation:
A connection with the agent is established and the agent and server are passing messages back and forth on a regular basis. This is the only state that allows communication between agent and server.
User Response:
No action required |
Denied Connection
Explanation:
The agent was contacted but has denied the request for one of the following reasons: - The agent is already connected to another server.
- The version of the agent is of a later version when compared to the version of the server.
- The server is not authorized to connect to this agent.
User Response:
Check the ProactiveNetAgent.log file (where the reason that the connection was denied is recorded). Depending on the reason listed in the ProactiveNetAgent.log file, perform the following tasks: - Ensure that the agent is not connected to another server.
- Check the version of the server and the agent, and if the agent has a later version, upgrade the server.
- Add the IP address for the server to the list of servers authorized to connect to the agent.
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Agent Disconnected
Explanation:
Agent has been manually disconnected through the admin tool.
User Response:
Manually reconnect the agent by using the admin tool. |
Agent Initializing
Explanation:
The agent has been connected and is initializing itself. After initially accepting the connection from the server, the agent receives all meta-data from the server and starts the monitors that are on that agent device (SOURCE IP=Agent IP). This occurs during the initializing state. It must only be in this state only for a short time (< 1 minute). However, when a large number of agents are connecting to the server, or when the agent is running many monitors, initialization could take 10 to 15 minutes.
User Response:
No response required. |
Agent Unreachable
Explanation:
The server could not establish a connection to the agent. This usually means that the agent is not running on the device IP address that you specified, or the server cannot contact the agent through TCP/IP. The most common reason for this is that the server cannot reach the agent IP address, that is, there is no route or a firewall is blocking the access.
User Response:
See Unreachable-agent-troubleshooting. |