Hub cannot communicate with Nimsoft Robot

Document ID : KB000034335
Last Modified Date : 14/02/2018
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- Customer gets robot communication error when trying to open the GUI for this one robot
- All other probes on the same Robot had no port or PID.
- controller had a port and a PID but the GUI would not open.
- spooler and hdb didn't have a port or PID either.
- Began debugging (review of controller.log on restart) using loglevel 5 then 3
- Manual security reset for robot allowed the robot/GUI to work for only a few minutes then the connection failed again.
- Oddly enough the controller/robot could connect to the hub for 1-2 mins then fail.

- Windows Event log shows frequent-regular controller.exe application crashes (this made me suspicious of Symantec Anti-Virus interfering on the box)

Faulting application name: controller.exe, version: 5.70.0.0, time stamp: 0x50b8124f
Faulting module name: controller.exe, version: 5.70.0.0, time stamp: 0x50b8124f
Exception code: 0xc0000409
Fault offset: 0x00000000000409e6
Faulting process id: 0x2014
Faulting application start time: 0x01ce1f41d3fde79b
Faulting application path: C:\Program Files (x86)\Nimsoft\robot\controller.exe
Faulting module path: C:\Program Files (x86)\Nimsoft\robot\controller.exe
Report Id: 1be8a843-8b35-11e2-9f35-3c4a92f05cac

- Note that the Robot was installed WHILE AV was ENABLED.
- All hostnames/IPs and network paths were fine/checked out.
- No local or remote firewall blocking.

***BUT telnet TO ROBOT FROM HUB on port 48000 failed.

Robot status via netstat did not show LISTENING, showed SYN_SENT instead.

netstat on Robot showed:
C:\Users\Administrator>netstat -an|find "48000"
TCP [::1]:60215 [::1]:48000 SYN_SENT

so hub was not responding or so it seemed.

- Stopped Symantec AV services and stopped ccapp.exe processes as well
- Note the services should be temporarily DISABLED until the robot and probes are all up and running again.
- Reinstalled robot locally (v5.70) on the robot machine itself using the robot installer (.exe). Set first_probe_port to 48000 during install.
- Stopped Robot and removed all other probes from controller.cfg except for controller, hdb and spooler.

- Also renamed large q file (q1.rdb) which was 1.3 GB, so the spooler could start and get a port not just a PID. This was necessary for the spooler to get a port. Removed the large q1.rdb later.
- Started Robot
-After controller, hdb and spooler were up and running again with ports and PIDs, I added the probes back in and they picked up any existing configuration, e.g., cdm:

- cdm
- logmon
- processes
- ntevl
- url_response

I left out weblogic as it needs to have its java pre-requisite met first for it to run - so it can be added later.

After re-enabling Symantec AV, the Robot and all probes continued to work as expected and Robot was now listening on its port.

TCP 0.0.0.0:48000 0.0.0.0:0 LISTENING

My conclusion is that the Robot installation somehow became corrupted and/or had interference from the Symantec AV application and/or the more recent installation was performed when the AV application was still enabled. All other possible causes were ruled out.