Troubleshooting RSCD Agent startup issues on Windows Servers

The TrueSight Server Automation RSCD Agent Windows Service fails to start successfully. This topic helps you locate and review the RSCD Agent logs to determine the root cause of the problem and either help you identify and resolve the issue or create a BMC Customer Support case.

Issue symptoms

The TrueSight Server Automation RSCD Agent Windows Service attempts to start, but it fails and returns to the "Stopped" status.

Issue scope

  • The issue may affect a single or multiple Windows Servers.
  • This Troubleshooting Guide includes details only for Agent startup issues on Windows systems. 

Diagnosing and reporting an issue

Task

Action

Steps

Reference

1

Understand the problem scope.

Verify the following:

  • The number of Windows Servers that are affected
  • The versions of Windows are affected and whether it is a supported platform.
  • Does this issue occur when attempting to start the service manually or only during Server reboot?

2

Identify the recent changes.


Check one of the following:

  • Whether the RSCD Agent on the affected Windows Server(s) previously started successfully. If yes, check whether there are any recent changes.
  • Are these newly installed Agents which have never been started?


3

Enable the debug logging mode and increase rollover logs.

Follow the steps given in the "Enable debug logging during RSCD Agent startup" section of the topic in the Reference section, and restart the service.

4

Identify and locate the Agent log files.

Check the rscdsvc.log and rscd.log files (for example, rscd.log1, rscd.log2, and so on) from the RSCD Agent installation directory.

5

Analyze errors found in the log files.

  1. Review the rscdsvc.log file and check whether it contains any error messages correlating to the failed RSCD Agent startup.
  2. If the rscdsvc.log file does not contain any error messages, review the rscd.log file and the rolled-over rscd.log files.

If you are unable to identify and resolve the problem, see the next step to create a BMC Support Case.


6

Create a BMC Support Case


Provide the following information and log files when creating a case with BMC Customer Support:

  • Scope of the issue
  • Any recent changes to the environment
  • Debug Agent logs
  • The following files from the "c:\Windows\rsc" directory:
    • HOME
    • secure
    • log4crc.txt

Resolutions for common issues

Symptom

Action

Reference

The RSCD agent service fails to start.

The rscd.log and rscdsvc.log files contain no messages correlating to the failed startup attempt.

If the rscdsvc.log file contains no messages correlating to the failed startup attempt, check whether the Windows Event Viewer includes any error messages.

If the following error is observed in the Windows Event Viewer, follow the steps mentioned in the referenced KA.

Error : The Windows Trace Session Manager service does not start and Event ID 7000 occurs.

The RSCD agent service fails to start.

The rscd.log contains no entries. The rscdsvc.log contains the following error:

"HandleAgentStart: Unable to start RSCD agent process ("<PATH>\RSCD.exe"). Err: The system cannot find the path specified."

This error indicates a problem with the AgentHome value defined in the registry.

  1. Review the Windows registry key: HKLM\SOFTWARE\BladeLogic\RSCD Agent\AgentHome
  2. Follow the steps mentioned in the referenced KA.

The RSCD agent service fails to start.

The rscd.log contains the following error:

"Account restrictions are preventing this user from signing in"

Follow the steps mentioned in the referenced KA.

The RSCD agent service fails to start.

The rscd.log contains the following error:

"The user name or password is incorrect"

This error suggests that the BladeLogicRSCD account (or the renamed BladeLogicRSCD account) has a password issue preventing it from being used by the Agent at startup.

Follow the steps in the referenced KA to resolve the issue.

The RSCD agent service fails to start.

The rscd.log contains the following error:

"The referenced account is currently locked out"

This error indicates the BladeLogicRSCD account (or the renamed BladeLogicRSCD account) is currently locked.  You can unlock the user account and the restart the RSCD agent service.

Follow the steps mentioned in the referenced KA to resolve the issue.

The RSCD agent service fails to start.

The rscd.log contains the following error:

"The secure configuration file does not exist"

The error indicates the secure file of the RSCD Agent may not exist. Verify whether the file is present at the following path:

c:\windows\rsc\secure

If yes, there could be an issue with the "rscd" entry in the file. See the referenced KA for more information and solutions.

The RSCD agent service fails to start.

The rscd.log contains the following error:

"You may have another daemon already running"

The error indicates that the RSCD Agent is not able to bind to the configured port as it is already in use by another process.

Review the steps in referenced KA for the cause and corrective steps.

 

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