Agent not updating asset.

 
Author
Message
SysAid Community Manager Product Team
4490
 
The problem you have described usually appears when the client machines are unable to communicate with the server. I suggest checking on one of those machines if you are able to access the SysAid server URL (through the browser), if there is any proxy or firewall in place which prevents proper communication, and that all the settings for the SysAid agent are correct.

If the above doesn't help, can you please send us the full agent and configuration logs? We will need to capture a deeper level of detail, so please edit your \SysAid\Configuration\AgentConfigurationFile.xml file, find the field "<LogLevel>" and change it from "0" to "3". Save the file. Then, please reproduce the issue and send the files to me by a private message (please use some kind of file storage service).
The SysAidAgentLog.txt file is present in the (C:\Program Files)\SysAid\logs folder.

Thanks,
Danny

This message was edited 2 times. Last update was at Nov. 25, 2015 05:03 AM

SysAider
2
 
Hello everybody...

I have the same problem. I am using SysAid Cloud with RDS and assets with W7 x64.
SysAid Community Manager Product Team
4490
 
Hi Diogo,

I have just answered your PM, and I believe the issue is resolved Let me know.

Cheers,
Danny
SysAider
2
 
Hi Danny.

Thank you very much, now the issue is resolved.

Thanks, thanks a lot.
SysAider
18
 
I have a SysAid Free Version and after upgraded to WINTER 16.1.25 B28 the agent no more update the assets. Can you have any solution for this?
SysAider
18
 
OBS: the ports checked here are open on firewall.
SysAid Community Manager Product Team
4490
 
Hi Mauricio,

Can you please clarify what do you mean by agents no longer updating the assets? What happens when you enter an asset from the Asset List and click on "Update now", then wait a number of minutes?

Thanks,
Danny
SysAider
18
 
I make then upgrade on 23/06/2016 and after this date my assets not communicate to server. Including if i install a new assets to the the server, the machine is created on my server, but the information not collected.
Even I click on update now and waiting for the response from the agent, so I remotely monitoring the completion of the collection, the information is not updated on the server. All machines on the server are listed with the last update on 23.06.2016, when I did the update to version 1.16.25 winter b28
SysAid Community Manager Product Team
4490
 
Interesting. In order to investigate the issue, we will need the SysAid logs from your server. To download the logs you can either:
Click on your profile on the top-right of the SysAid screen > About, and in the popup window that opens click on "Download Log File".

If the above doesn't work, please collect following folders/files manually:
...\SysAidServer\root\WEB-INF\logs (entire folder, zipped)
...\SysAidServer\logs (entire folder, zipped)
...\SysAidServer\tomcat\logs (entire folder, zipped)
...\SysAidServer\root\WEB-INF\conf\serverconf.xml
...\SysAidServer\root\WEB-INF\conf\sysaid.ver
...\SysAidServer\conf\wrapper.conf

Afterwards, please upload the files to a file-hosting service, such as Google Drive or Dropbox and send me the shareable link via private message.

Thanks,
Danny
SysAid Community Manager Product Team
4490
 
Can you please send us the full agent and configuration logs? We will need to capture a deeper level of detail, so please edit your \SysAid\Configuration\AgentConfigurationFile.xml file one of the affected machines, find the field "<LogLevel>" and change it from "0" to "3". Save the file. Then, please reproduce the issue and send me the log files.
The SysAidAgentLog.txt file is present in the (C:\Program Files)\SysAid\logs folder.

Additionally, please check the \SysAidServer\root\WEB-INF\agentfiles folder on your SysAid Server machine and let me know if it has any files in it.

Cheers,
Danny
SysAider
18
 
Yes, the \SysAidServer\root\WEB-INF\agentfiles folder on your SysAid Serve has many files, 1223 files.


This message was edited 1 time. Last update was at Jul. 31, 2016 09:46 AM

SysAider
18
 
log agent with level 3.
SysAidAgentLog.txt
SysAid Community Manager Product Team
4490
 
Hi Mauricio,

Seems like one of the files got "stuck" for some reason and doesn't allow proper update. I suggest first trying to restart the SysAid Server service and checking if the problem resolves. If this doesn't help and the files are still there - please stop the service, delete the files and restart the service. Let me know if this resolves the problem.

Cheers,
Danny
SysAider
18
 
the files are referred this folder C:\Program Files (x86)\SysAidServer\root\WEB-INF\agentfiles , all files will be deleted?
SysAid Community Manager Product Team
4490
 
Correct.