Component down: Error U0003413 - Socket call 'recv' returns error code '10054'.

Document ID : KB000088066
Last Modified Date : 24/04/2018
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Issue:
This can effect multiple components, such as Agents or the One Installer. Examples below:

Agent Error Message :
U0003397 Agent 'AGENTNAME' logged off (Client connection='13').
U0003413 Socket call 'recv' returned error code '10054'.
An existing connection was forcibly closed by the remote host.
 

The Agent is down and the above error message is seen in the CP log file.  Any of the following symptoms may occur:

  • Agent does not start
  • Agent is disconnected
  • Jobs are stuck in a status:  WAITING FOR HOST
  • Host is not active in the System Overview
  • Agent is not processing jobs
One Installer Error Message:

System Error: Error occurred when sending request to Automation Engine: An existing connection was forcibly closed by the remote host 
com.automic.apm.exceptions.ApmException: Error occurred when sending request to Automation Engine: An existing connection was forcibly closed by the remote host 
... 
Apr 05, 2018 3:15:37 PM com.automic.installer.api.common.Installer createInstallerException 
SEVERE: Check the installation log for more details. The installation log is located in C:\Automic\install.log 
java.lang.Exception: Package 'Analytics_PCK.AUTOMIC_ANALYTICS_1_0_3+build.75' cannot be loaded. 

Investigation

Files needed for analysis:
  • Agent logfile from the time the error occurred (default location: temp folder of the Agent)
  • Agent logfile that contains the startup seciton or the ini file of the Agent (default location: bin folder of the Agent)
  • Communicaton Processes (CP) logfiles from the time the error occurred (default location temp folder of the Automation Engine)
  • Install.log file from the One Installer (if it is failing during setup via this component).
Error Message Details

The following message was found in the CP logfile at the time the error occurred:

 
U0003397 Agent 'AGENTNAME' logged off (Client connection='13').
U0003413 Socket call 'recv' returned error code '10054'.
An existing connection was forcibly closed by the remote host.
 
Cause:
The error message:

U0003413 Socket call 'recv' returned error code '10054'.
An existing connection was forcibly closed by the remote host.

Is an Operating System error generated by Automic. This is a network error system error message that is captured by Automic and written into the log files.

For additional information, please see https://msdn.microsoft.com/en-us/library/ms740476(VS.85).aspx.

WSAECONNRESET 10054 Connection reset by peer. An existing connection was forcibly closed by the remote host.

This normally results if the peer application on the remote host is suddenly stopped, the host is rebooted, the host or remote network interface is disabled, or the remote host uses a hard close (see setsockopt <http://msdn.microsoft.com/en-us/library/ms740476(VS.85).aspx> for more information on the SO_LINGER option on the remote socket). This error may also result if a connection was broken due to keep-alive activity detecting a failure while one or more operations are in progress.

Operations that were in progress fail with WSAENETRESET. Subsequent operations fail with WSAECONNRESET.
Resolution:

This is not a Automic error but a network issue that needs to be resolved by a Network Administrator.

There are many possible errors involved with the error-message. Have the network administrators check:

  • Network issues around the time the error occurred. 
  • Ports could not connect, even though they are allowed to make a connection according to network policy or firewall settings. 
  • Possible firewall settings that block a port after it loses connection. 
  • Is the port also used by another program (Automic internal or external)?