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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:
Use troubleshooting tools
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Start the Agent without the wrapper
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Agent startup issues
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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:
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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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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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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.
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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).
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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.
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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java -jar perspectium-replicator-installer.jar -console |
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The following error displays the failure to create connections to both the Perspectium Integration Mesh and the database while the connection to the instance was fine. In this case, the failures were just due to bad credentials and using the wrong port to connect to my database (3305 instead of 3306).
Double check your endpoint URL and credentials to avoid this issue. If all the credentials are correct, and you are still experiencing this issue, contact support@perspectium.com. |
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When the Agent is ran, an additional check to validate the agent.xml file is ran. If the agent.xml file is invalid (i.e. bad file format, missing field characters, etc) then an error message is displayed on the log with a description of the error.
If the application errors out in this manner, the application will gracefully stop to prevent potentially running the agent with bad/incorrect properties. In order to correct this issue, fix the agent.xml and run the application again. When successful, the following message will be in the log:
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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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