Page History
If you have issues installing the Agent and then configuring it to start and run, first try troubleshooting issues by doing the following:
Use troubleshooting tools
UI Expand | |||||||||
---|---|---|---|---|---|---|---|---|---|
| |||||||||
|
UI Expand | |||||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| |||||||||||||||||
|
UI Expand | |||||
---|---|---|---|---|---|
| |||||
|
Agent startup issues
UI Expand | |||||
---|---|---|---|---|---|
| |||||
|
HTML |
---|
<style>
.release-box {
height: 30px;
width: 100px;
padding-top: 8px;
text-align: center;
border-radius: 5px;
font-weight: bold;
background-color: #d4af37;
border-color: #FCE28A;
}
.release-box:hover {
cursor: hand;
cursor: pointer;
opacity: .9;
}
</style>
<meta name="robots" content="noindex">
<div class="release-box">
<a href="https://docs.perspectium.com/display/gold" style="text-decoration: none; color: #FFFFFF; display: block;">
Gold
</a>
</div> |
If you have issues installing the Agent and then configuring it to start and run, first try troubleshooting issues by doing the following:
Use troubleshooting tools
Expand | ||
---|---|---|
| ||
To gather the common files such as configurations and logs for troubleshooting, you will run the the createReport.bat file. Then, run the following command line in the root Perspectium directory:
The tool will output a line telling you if it ran successfully and the name of the generated .zip file. The file will contain the name of your agent and the current date. The files included are:
NOTE: The tool will package the files as they are, so if you have unencrypted sensitive data within them then you should edit the files appropriately before creating the report. |
title | Validate Configuration |
---|
The agent.xml validation tool tests your access to the default and configured message bus connections. It will display other diagnostic information for your current agent name, version, and tasks. It will also test your connection to your database and outside instances such as ServiceNow as necessary. By default you will connect to our our monitor.perspectium.net server for monitoring data. So unless you have specified your Heartbeat and Reporting connection, you will see the attempts to connect here.
For Windows, go to the bin folder of the agent's installed directory and double click on the validateConfiguration.bat file. This will automatically run the configuration validation test.
The tool can be run at the command line of the root Perspectium directory, not bin, like so:
Code Block | ||
---|---|---|
| ||
# Windows Systems
bin\validateConfiguration.bat
# OS X and Linux Systems
bash bin/validateConfiguration |
The following example is a successful validation:
Code Block | ||
---|---|---|
| ||
Configuration Validation Report: Fri Feb 02 09:13:40 PST 2018
Agent Information:
Agent version: Argon_3270
Agent name: 'example_agent'
Configured Tasks:
Task: example_agent_subscribe Type: subscribe
example_agent_subscribe instances: 4
Attempting to connect to the Message Broker Service at: amqps://example.perspectium.net as user: myUser - SUCCESS
Attempting to connect to the database: psp_repl at host: localhost port: 3306 as user: myUser - SUCCESS
Attempting to fetch schema from: https://example.service-now.com- SUCCESS
Validation Completed, results: SUCCESS
Report has been saved in file: ConfigurationValidationReport.log |
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
|
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.
Windows Service Issues
For issues with the Agent running as a service on Windows, check the following:
UI Expand | ||||||||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| ||||||||||||||||||||
|
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:
UI Expand | ||||||||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| ||||||||||||||||||||
|
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:
Divbox | ||||||||||||||||||||||||||||||||||||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
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.
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.
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.
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):
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. Here are some additional examples or error responses that can happen when connection attempts fail:
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.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:
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.
| ||||||||||||||||||||||||||||||||||||||||||||||||
Divbox | ||||||||||||||||||||||||||||||||||||||||||||||||
|
UI Expand | ||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|
| ||||||||||||
|
UI Expand | |||||||||||||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| |||||||||||||||||||||||||
| |||||||||||||||||||||||||
Divbox | |||||||||||||||||||||||||
| |||||||||||||||||||||||||
Divbox | |||||||||||||||||||||||||
| |||||||||||||||||||||||||
Divbox | |||||||||||||||||||||||||
Expand | |||||||||||||||||||||||||
|
Code Block | ||
---|---|---|
| ||
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 |
---|
Code Block | ||
---|---|---|
| ||
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.
If your SQL credentials are incorrect than you may see that your access is denied and receive the following error messages. |
UI Expand | ||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|
| ||||||||||||
|
UI Expand | ||||||||||
---|---|---|---|---|---|---|---|---|---|---|
| ||||||||||
|
UI Expand | ||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|
| ||||||||||||
|
UI Expand | ||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|
| ||||||||||||
| ||||||||||||
Divbox | ||||||||||||
|
UI Expand | ||||||||||
---|---|---|---|---|---|---|---|---|---|---|
| ||||||||||
| ||||||||||
Divbox | ||||||||||
|
UI Expand | |||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| |||||||||||||
|
UI Expand | |||||||||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| |||||||||||||||||||||
|
UI Expand | |||||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| |||||||||||||||||
|
UI Expand | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
|
Can't find what you're looking for?
See additional DataSync Agent troubleshooting topics or browse the Perspectium Community Forum.
Similar topics
Content by Label | ||||||||||
---|---|---|---|---|---|---|---|---|---|---|
|