[AWA] Unable to start agent remotely from User Interface

Document ID : KB000121290
Last Modified Date : 16/11/2018
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Issue:
Two newly installed agents (1 UNIX and 1 RA agent) can be started by commands locally, but unable to be started remotely from User Interface.
  • UNIX agent -> We are unable to start it from our master automic agent's server and we are able to start it only by executing the script "ucxjlx6" present in the agent's server. Even after that, the status of the agent is still shown as "S" when checked using the command "./ucybsmcl -c GET_PROCESS_LIST -h 140.85.244.34:8971 -n NON_PROD", but the agent is up and running fine at the front end.
  • RA JDE agent -> When it comes to JDE agent, we are able to start the agent from back end through the master agent's server using the script "ucybsmcl" and after which we are able to see the status of the agent getting changed to "R" in back end when checked using the command "./ucybsmcl -c GET_PROCESS_LIST -h 140.85.244.34:8971 -n NON_PROD".
Cause:
Analysis:
  • When attempting to start 2 agents from UserInterface, there is no error message, which indicates AE can contact ServiceManager of the host.
  • Checking ServiceManager's log on the host while trying to start agents from User Interface:
    • ServiceManager receives commands to start UNIX agent, but terminated right afterward --> Verify the agent's path registered in uc4.smd and the cause was found that agent's path was incorrectly given.
    • ServiceManager does not receive command to start JDE agent --> Go to Agent's Attributes page on client 0 and found that the Service Manager record Name was incorrectly given.
Resolution:
  • UNIX agent was registered incorrectly in uc4.smd, therefore the command was received by ServiceManager but agent can not be started. Appending the correct path to UNIX agent to fix this issue.
  • JDE agent was incorrectly linked to ServiceManager under a wrong name. Go to client 0 > System Overview > Agents > right click on JDE agent > Attributes > correct the Phrase/Name/Port and Save.