Agents is running but not reporting

lp4y · wrote on Jun 26, 2022, 6:58 AM

@OutagesIO_Support we use standard edition. You may need to allow RDP in the Windows firewall.

OutagesIO_Support · Jun 27, 2022, 8:15 AM

Yes, I just can't move around. I built it as a vm and the mouse doesn't work. It didn't work using 2003 either so maybe those are too old to fully funtion on vmware 6.7. I'll give it one more try on proxmox.

BTW, did you try the current version? It's got a change in it that may pull down something missing. I think the dev is waiting to get some feedback from you to know what to look for because we aren't sure why the service might stop on 2016.

lp4y · Jun 27, 2022, 3:42 PM

The current version is deployed on a server but I don't know if it's working properly or not. I need to deploy it to all the servers to notice if there's a problem or not.

Is it possible to make an unattended installation ? It is too time consuming to upgrade all the servers manually.

OutagesIO_Support · Jun 27, 2022, 8:50 AM

We have no unattended version because each agent has to be assigned to the correct report/owner which happens at installation time, those codes you use. The codes are what create the association.

I would just pick one server and see if we can get that one going. You said all of the servers should be identical so if one works, the rest should.

Can you expand on why you're not sure if it's working or not. Can you share the ID and I'll take a look.

lp4y · wrote on Jun 27, 2022, 5:50 PM

The agent ID 128994 was updated to the latest version.

I am not sure if it is working because I don't know if the OtmWinClient.exe process has stopped or not since I updated it (my servers are not always on, we shut them down at night).

I just realized I can set a monitor on this process. It will log an alert on Itarian (my remote management tool) when OtmWinClient.exe has stopped. I also configured an auto remediation action that will restart the OtmService. It might solve my problem.

Would it be possible to update existing installations without needing to re-enter the keys ? Because I can't update manually 22 servers every time there is a new release.

OutagesIO_Support · Jun 28, 2022, 4:10 AM

No, nothing is coming in from that agent, it is not communicating at all.

It's not possible to update agents without the keys. As I mentioned, it's because those keys are what are used to assign the software side that you install to the reports on OutagesIO.

That would be a nice idea for the Enterprise side of our service but I'm not sure how it could be done. The software still has to know which reports/member owns it.

Once we have a solid agent, it usually doesn't change much unless MS changed something that forces us to have to update.

I'll bring it up as a topic however.

lp4y · wrote on Jun 28, 2022, 4:10 AM

The server was shutdown yesterday so it is normal there was no communication from that agent.

My fix seem to work (restart OtmService if OtmWinClient.exe is not running) and all the agents are now up. It's a bit of a dirty solution but it was at least simple to implement.

For other softwares like Itarian or Teamviewer agents, it is possible to embed the authentication keys in the installer and the agents update automatically. When I deploy the Itarian agent, I just double click on the installer and the agent will be automatically configured with my account and reporting to the management portal.

OutagesIO_Support · Jun 27, 2022, 9:21 PM

We're going to try testing on a 2016 here as well.

If the same key could be used, that would work but right now, I don't see how agents can be installed without a unique key as they would not know which reports to write to.

I've got it in my notes as something to bring up.

However, something like this would only be available in our Enterprise level service as the lower levels aren't really built to handle so many agents.

lp4y · Jun 28, 2022, 7:05 AM

The agent 128994 which is under the latest release has already stopped 9 times this morning, see below the logs.

(ON means the monitor is triggered because the agent is not running, OFF means the monitor is not triggered because the agent is running).

2022/06/28 12:33:18 PM	OFF	

Process Monitor : Condition: OtmWinClient.exe is not running - Status is running

2022/06/28 12:33:14 PM	ON	

Process Monitor : Condition: OtmWinClient.exe is not running - Status is not running

2022/06/28 12:31:37 PM	OFF	

Process Monitor : Condition: OtmWinClient.exe is not running - Status is running

2022/06/28 12:31:33 PM	ON	

Process Monitor : Condition: OtmWinClient.exe is not running - Status is not running

2022/06/28 12:30:01 PM	OFF	

Process Monitor : Condition: OtmWinClient.exe is not running - Status is running

2022/06/28 12:29:57 PM	ON	

Process Monitor : Condition: OtmWinClient.exe is not running - Status is not running

2022/06/28 12:26:52 PM	OFF	

Process Monitor : Condition: OtmWinClient.exe is not running - Status is running

2022/06/28 12:26:48 PM	ON	

Process Monitor : Condition: OtmWinClient.exe is not running - Status is not running

2022/06/28 12:25:14 PM	OFF	

Process Monitor : Condition: OtmWinClient.exe is not running - Status is running

2022/06/28 12:25:10 PM	ON	

Process Monitor : Condition: OtmWinClient.exe is not running - Status is not running

2022/06/28 12:08:28 PM	OFF	

Process Monitor : Condition: OtmWinClient.exe is not running - Status is running

2022/06/28 12:08:24 PM	ON	

Process Monitor : Condition: OtmWinClient.exe is not running - Status is not running

2022/06/28 12:06:21 PM	OFF	

Process Monitor : Condition: OtmWinClient.exe is not running - Status is running

2022/06/28 12:06:17 PM	ON	

Process Monitor : Condition: OtmWinClient.exe is not running - Status is not running

2022/06/28 12:05:09 PM	OFF	

Process Monitor : Condition: OtmWinClient.exe is not running - Status is running

2022/06/28 12:05:05 PM	ON	

Process Monitor : Condition: OtmWinClient.exe is not running - Status is not running

2022/06/28 12:01:28 PM	OFF	

Process Monitor : Condition: OtmWinClient.exe is not running - Status is running

2022/06/28 12:01:22 PM	ON	

Process Monitor : Condition: OtmWinClient.exe is not running - Status is not running

lp4y · Jun 28, 2022, 12:06 AM

Just found some errors in the Windows Event viewer (all the errors are from OtmWinClient.exe) :

OutagesIO_Support · Jun 29, 2022, 4:41 AM

That's great, thanks. Any more logs or information you might see that can be shared?

OutagesIO_Support · Jun 29, 2022, 3:52 AM

Why don't you change the apps to admin in the properties box (compatibility tab \ run as administrator) and see if that helps.

OutagesIO_Support · wrote on Jun 28, 2022, 5:20 PM

Only the top-most entry is shown. So it would be interesting to see if the others have the same “fault offset”

OutagesIO_Support · Jun 29, 2022, 3:57 AM

Can you let me know which version specifically please.

Standard or standard with desktop or dc or dc with desktop?

lp4y · wrote on Jun 29, 2022, 3:52 AM

This post is deleted!

lp4y · wrote on Jun 29, 2022, 3:57 AM

Standard with desktop experience

lp4y · wrote on Jun 29, 2022, 4:15 AM

@OutagesIO_Support said in Agents is running but not reporting:

Why don't you change the apps to admin in the properties box (compatibility tab \ run as administrator) and see if that helps.

I prefer not to try that unless you have a good reason to think it can solve the issue.

lp4y · wrote on Jun 29, 2022, 4:41 AM

@OutagesIO_Support said in Agents is running but not reporting:

That's great, thanks. Any more logs or information you might see that can be shared?

Not from the event viewer I guess. Is there any application logs somewhere ?

OutagesIO_Support · Jun 29, 2022, 7:41 PM

To be transparent, we're not trying random things, we're actually working on this in the lab.

So far, we are able to find some small things we can improve on but have not been able to replicate this. On our 2016 test, it's working non stop, the service does not get turned off. Therefore, we need you to try things on your server that we don't have access to in order to get some feedback otherwise, it's hard to help.

Right now, we could use more logs from your server so the agent developer can have some leads.

We really want to see this working for you. We think it's important because we aren't really supporting servers and maybe we should.

Most Enterprise customers use hardware agents because they don't have to deal with any of this. They install the agent, power it up, it's done. The agent self updates when and as needed and we can even troubleshoot them from remote.

We have to keep in mind that every server out there is different from others. Even if your are all the same to each other, they are not the same as other win2016 servers. Combinations of settings, software installed, countless things make every server unique.

Anyhow, we appreciate your patience and if you are willing to continue, we are working on it in the background.

lp4y · Jun 30, 2022, 12:23 PM

I have enabled to run OtmWinClient.exe as Administrator on agent 128994 :

I'll let you know if I see the agent stopping and being restarted.

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Agents is running but not reporting