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If you have issues installing the Agent and then configuring it to start and run, first try troubleshooting issues by doing the following:
Start the Agent without the wrapper
Starting the Agent without the wrapper (which is used to allow the Agent to run as a service) allows you to see if there are issues with running the Agent itself including any issues with the Agent's dependencies such as Java. To run without the wrapper:
Use troubleshooting tools
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Start the Agent without the wrapper
Starting the Agent without the wrapper (which is used to allow the Agent to run as a service) allows you to see if there are issues with running the Agent itself including any issues with the Agent's dependencies such as Java. To run without the wrapper:
In a terminal window or command prompt, change to the directory where the Agent is installed (e.g. cd /usr/local/Perspectium_Replicator_Agent)
Run the following command:
Code Block language bash java -Dlog4j.configurationFile=file:conf/log4j2.xml -classpath “.:${CLASSPATH}:bin:jars/*:lib/*” com.perspectium.replicator.Replicator
Enable Debug Logging
The initial logging level of the Agent is set at its lowest level of INFO so as to not generate extraneous logging and affect performance. However in case of errors and to aid in troubleshooting, you can enable a higher level of logging such as DEBUG. Note that changing to a higher level should only be done during troubleshooting and changed back to INFO for every day use because of the performance cost.
Once you've done the initial steps for troubleshooting issues, review the the logs found in the Agent's logs folder to see the issues. Some of the more common issues include:
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In a terminal window or command prompt, change to the directory where the Agent is installed (e.g. cd /usr/local/Perspectium_Replicator_Agent)
Run the following command:
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java -Dlog4j.configurationFile=file:conf/log4j2.xml -classpath “.:${CLASSPATH}:bin:jars/*:lib/*” com.perspectium.replicator.Replicator |
Enable Debug Logging
The initial logging level of the Agent is set at its lowest level of INFO so as to not generate extraneous logging and affect performance. However in case of errors and to aid in troubleshooting, you can enable a higher level of logging such as DEBUG. Note that changing to a higher level should only be done during troubleshooting and changed back to INFO for every day use because of the performance cost.
Once you've done the initial steps for troubleshooting issues, review the the logs found in the Agent's logs folder to see the issues. Some of the more common issues include:
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HTTPS | AMQP | AMQPS | HTTP | |||||||||||||||||
443 | 5672 | 5671 | 80 |
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sudo yum install telnet |
If your system does not leverage yum then ask your system administrator for assistance.
The following reflects a successful test to the host <your_url>.perspectium.net. The telnet command specifies the destination host's fully qualified domain name followed by the target port which in this case is 5672. The message starting with 'Connected to' states that the connection has been established which is the desired outcome.
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# Good Connections (the IP address will vary per region)
telnet <your_url>.perspectium.net 5672
Trying 52.8.132.178 ...
Connected to <your_url>.perspectium.net.
Escape character is '^]'. |
The next example is also successful at establishing a connection to the host <your_url>.perspectium.net which accepts connections directed to port 443 or HTTPS.
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telnet <your_url>.perspectium.net 443
Trying 52.8.203.198 ...
Connected to <your_url>.perspectium.net.
Escape character is '^]'. |
The next example of a successful test is performed to ensure that the agent can connect to your ServiceNow instance which accepts HTTPS connections via port 443.
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telnet <your_instance>.service-now.com 443
Trying 103.23.66.118 ...
Connected to <your_instance>.service-now.com.
Escape character is '^]'. |
Now let's take a look at what failed connection attempts look like.
In the following example we attempt to connect to the host my_domaine.perspectium.net using port 443 or HTTPS. The error message could be due to a typo in the spelling of the fully qualified domain name. Perhaps the name you were assigned is my_domain but what was actually typed during the test or perhaps entered into the agent.xml configuration file was my_domaine.perspectium.net (Note the extraneous 'e' at the end of domain):
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# Failed Connections (you may get a failed response or no response at all)
telnet my_domaine.perspectium.net 443
bad_domain.perspectium.net: nodename nor servname provided, or not known |
Here are some additional examples or error responses that can happen when connection attempts fail:
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# Failed Connections (you may get a failed response or no response at all)
telnet blocked_domain.perspectiun.net 443
telnet: connect to address XX.XX.XXX.XX: Connection refused
telnet: Unable to connect to remote host |
It's also a good idea to see if you have general internet connectivity. For example, you should be able to connect to google via telnet:
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telnet www.google.com 443 |
All my tests fail, what should I do? If all of your tests fail then it's likely that you have one or more of a few standard issues.
Your company has a security policy in place such that outbound connections to certain destinations such as Perspectium must be configured. Discuss your issue with your network support team.
Your company leverages an outbound proxy. A outbound proxy server is a server (a computer system or an application) that acts as an intermediary for requests from clients seeking resources from other servers, typically those in the public internet. Please contact your proxy support team, or possibly network support for assistance.
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If you see the following error with Connection refused:
This is a result of an incorrect protocol/DNS relation. This is solved by correctly configuring the <message_connection> tag which depends on the assigned DNS given to you by Perspectium Support. Your connection will likely be either:
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Incorrect Subscriber - Perspectium Credentials
If your subscriber task has incorrect login credentials you cannot authenticate to our servers and you may see these error messages. Double check that your credentials are correct. Incorrect Subscriber - ServiceNow Credentials
If your subscriber task has incorrect credentials for the instance connection to ServiceNow you may see these errors upon pulling messages from the queue. Double check that your credentials are correct. Incorrect Share - Perspectium Credentials
If your share task has incorrect credentials than you may see this error upon connecting to our server. Incorrect SQL Credentials
If your SQL credentials are incorrect than you may see that your access is denied and receive the following error messages. |
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This is something that occurs more often during installation but can occur other times. When your agent is Subscribed it will store schemas from ServiceNow within the bin folder. When you receive a message the agent will check this schema and if this schema is corrupted, doesn't exist, is out of date, etc. the agent will check ServiceNow and update the schema. If your ServiceNow credentials are out of date/incorrect than you may see the following errors.
To fix this you can remove the stored schema for this table, do this by going to the bin/<your_instance>.service-now.com.schemas_directory folder and finding the tables' XML and delete it. Then double check that your ServiceNow credentials are correct and restart the agent. It should then re-acquire the correct schema from ServiceNow. |
title | Subscribed to a Non-Existent Queue |
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WARN AMQP - com.perspectium.api.AMQPException: Failed close channel on URI 'amqp://<your_url>.perspectium.net' com.rabbitmq.client.AlreadyClosedException: channel is already closed due to channel error; protocol method: #method<channel.close>(reply-code=404, reply-text=NOT_FOUND - no queue 'psp.out.replicator.<your_queue>' in vhost '/', class-id=60, method-id=70) |
This is an issue of subscribing to a queue that cannot be found in the Perspectium Integration Mesh. Verify the queue you specified in the message connection tag is the queue you are sharing data to from your ServiceNow instance and that you have started sharing (the queue is automatically created when you first start sharing).
title | Decryption Error |
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ERROR Encrypt - Error decrypting value [encrypted:vlOtU71Xu8N/EFQJJ5SS+o2+kRzuseHBK+] |
This is generally a sign that at some point your encrypted field was edited post encryption causing it to fail to decrypt. This will also normally cascade causing some sort of authentication or 401 error. Check your if you have a Before Share Script that is modifying an encrypted field.
title | Password Encryption |
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Encrypting sensitive password field values is supported in the config.xml and agent.xml files. The installer by default will tag any password field due for encryption with the prefix encrypt:. When the agent starts, any configuration values prefixed with encrypt: will be encrypted and the configuration file will be rewritten with the prefixes changed to encrypted: and the password encrypted.
If you change the password to any of your credentials then you will have to stop the agent, replace encrypted:password with encrypt:new_password where necessary, and restart the agent.
For example:
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<share>
<task>
<task_name>My_Sharer</task_name>
<handler>com.perspectium.replicator.sql.sharer.SQLSharer</handler>
<message_connection user="user" password="encrypt:newpassword">https://<your_url>.perspectium.net</message_connection>
<database_type>mysql</database_type>
<database_server>localhost</database_server>
<database_port>3306</database_port>
<database_user>root</database_user>
<database_password>encrypt:newpassword</database_password>
<database>repl_db</database>
<table_name>incident</table_name>
<topic>replicator</topic>
<type>agent</type>
<name>.bulk</name>
</task>
</share> |
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If you are trying to install the agent on Windows in a console window (such as using Putty to SSH into a different server) and get an error about the DISPLAY variable or initDisplay, this error is due to the Agent installer trying to create a GUI for installing the agent. In this case, you will want to run the agent with the console switch: Code Block | | |
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Can't find what you're looking for?
See additional DataSync Agent troubleshooting topics or browse the Perspectium Community Forum.
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