Remote Control to agent machine not working . Repository does not get populated after selecting the Stealth View. RC status in ITCM explorer shows " Not Listening " .

Document ID : KB000011760
Last Modified Date : 14/02/2018
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Introduction:

Trying to take Remote control of agent machine from Viewer not working.

Repository not getting populated after selecting the connection method "stealth view" .

RC Status of the machine shows " Not Listening" . 

Question:

 Why is Remote Control to an Agent not working ?

 Why does the Repository not get populated after selecting the Stealth View ?

Why is the RC status in DSM Explorer showing "Not Listening ? 

ERROR:   Address is valid, but the connection was rejected.

Please check that the remote control host is running , and listening for connections 

 

 

Ahemdabad_Nap_RC_Issue.JPG

Environment:
CA Client Automation - All Versions
Answer:

Check TRC_URC_HOST_0.log   for the Following Errors:

===================== 
080816-15:45:37.8293653L|004620|00000ccc|HOST |mxGetPmuxPort |CPmuxAPI.cpp |000679|INFO | Leaving, pmux port = 4728 
080816-15:45:38.8933372L|004620|00000ccc|HOST |mxOpenPmux() |CPmuxAPI.cpp |000920|INFO | Unable to establish connection to the PMUX service. The service may not be running 
080816-15:45:38.8934622L|004620|00000ccc|HOST |CCFPmux::Listen |CCFPmux.cpp |000150|INFO | Pmux was unable to start listener 
080816-15:45:38.8935136L|004620|00000ccc|HOST |cfNetwork |CCFNetServer.cpp |000214|ERROR | CCFNetServer::Listen: Protocol unable to listen for connections 
080816-15:45:38.8935591L|004620|00000ccc|HOST |rcHost | |000000|INFO | CRCListeners::AddListener: ERROR: protocol TCP: failed to listen

1. Execute Below commands and check RC Status in ITCM Explorer changing to " Listening" 

please check 'csampmux status' and check system variables and  the PATH as well:

Varialble:

CSAM_LOGGER_CONF=C:\Program Files (x86)\CA\SC\Csam\SockAdapter\cfg\logger.cfg

CSAM_SOCKADAPTER=C:\Program Files (x86)\CA\SC\Csam\SockAdapter\

PATH

CA\SC\CBB\;C:\Program Files (x86)\CA\DSM\bin; C:\Program Files (x86)\CA\SC\Csam\SockAdapter\bin; C:\Program Files (x86)\CA\SC\Csam\SockAdapter\bin64

2. Perform the following steps : 

1. CAF STOP

2. Caf setprop pmux installed 0 

3. Caf disable pmux 

4. csamconfigedit PmuxEmulateDSMProtocol=True PmuxDSMServerPort=4728 

5. cam change disabled 

6. camclose 

7. csampmux stop 

8. cam change auto 

9. CAF START

Above steps may resolve issue's in most cases if there is no problem with csampmux files in directory:

  ...CA\SC\CSAM\SockAdapter 

There will be a Error at step 4 if files & Directories in SockAdapter folder are missing . 

csamconfigedit PmuxEmulateDSMProtocol=True PmuxDSMServerPort=4728

'csamconfigedit' is not recognized as an internal or external command,

operable program or batch file.

Check csampmux status and see if you have below mentioned ERROR. 

log4cplus:ERROR No Appender could be found for logger <CSAM.BROK>

log4cplus:ERROR Please initialize the log4cplus system properly. 

AHMD.JPG

3. Check the files and directories on working and non working machine under below path. 

C:\Program Files (x86)\CA\SC\Csam\SockAdapter\

Stop the services on agent and Replace the directories\Files  from working machine with same version, in case if there is a difference between working and non working machine .

Start the Caf after replacing the directories. 

Note : Open a ticket with Support if above mentioned troubleshooting did not help .