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:, time stamp: 0x50b8124f
Faulting module name: controller.exe, version:, 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.


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.