Unreachable agent troubleshooting

If the status of an agent is Agent Unreachable, perform the following tasks to troubleshoot the problem:

To troubleshoot the agent when it is unreachable

1. Clear the cache contents of the browser on the BMC ProactiveNet Server host.
2. If operating in an Xwindows or X11 environment (for example, Exceed), log off from the BMC ProactiveNet Agent (UNIX) computer.

3. Ping the agent computer. If the agent computer does not respond, start the computer and retry to connect to the agent.

   The commands in steps 5 and 6 work for local agents installed on Solaris and Microsoft Windows. However, for remote agents that are installed on Microsoft Windows, check the status of the agent process in Control Panel > Services, or Control Panel > Administrative Tools > Services.

4. From the command line interface (CLI) on the Agent computer, run the following command, followed by a return:
   pw agent status
5. If the pronet_agent process is running, proceed to step 7. If it is not running, run the pw agent start command.
6. Verify that the pronet.apps.agent.port number property matches the port number on the agent object instance, which you can view from the Admin folder in Advanced Options > Agent.
   1. Look in the pronet.conf file for the Agent, which is located in the /usr/pronto/conf/ directory (for UNIX) and \Program Files\ProactiveNet Agent\Agent\Pronto\Conf\ directory (for Linux)
   2. From the Admin folder, select Advanced Options > Agent, and verify that the port number for the Agent object matches the port number for the Agent in the pronet.conf file.
   3. If the port numbers are the same, proceed to the next step. If the port number are not the same, take one of the following actions:
      • Change the number in the pronet.conf file and restart the Agent.
      • Change the Agent object by deleting and recreating it.
7. Check to see if there is a server (manager) already connected to this agent.
8. On the Agent, issue the following command, followed by a return (the port number is one of the port numbers listed in the cntlmod.ini file):
   netstat -an | grep portNumber

   • If the output from the netstatcommand displays a connection with a different manager, a conflict exists and you must disable the connection from one of the managers. For example,

     207.20.93.203.12124 207.20.93.189.34708 8760 0
     8760 0 ESTABLISHED

   • If the output of the netstat command shows that the port is in the listen state, the connection is okay, and you can proceed to the next step. For example,

     *.12124 *.* 0 0

     0 0 LISTEN

9. Check to see if the agent is behind a firewall and if it is, check to see if the port is disabled by the firewall.
10. Check to see if another application on the agent computer is using the agent port.