SuperAgent service not starting - comprehensive ( Legacy KB ID NTQ 00000733 )

Document ID : KB000051892
Last Modified Date : 14/02/2018
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ISSUE
SuperAgent services will not start. Various issues may cause this and are listed in the Details section below. Corresponding Resolutions follow.

DETAILS
Possible Cause A Manually starting the SuperAgent service on the Collector will cause the service to abruptly end. This is seen on new installations of Collectors. Possible Cause B Errors similar to the following are found in the SuperAgentErrors log file (found in the D:\netqos\logs directory): 16:49:56 Severity 1 - SuperAgent starting up 16:49:58 Severity 2 - hr_test failure 0x80004005 Unspecified error at sapacketreader.cpp 290 16:49:58 Severity 2 - hr_test failure 0x80004005 Unspecified error at sapacketreader.cpp 176 16:49:58 Severity 2 - hr_test failure 0x80004005 Unspecified error at sapacketreader.cpp 66 16:49:58 Severity 2 - hr_test failure 0x80004005 Unspecified error at sagentmain.cpp 1513 16:49:58 Severity 2 - hr_test failure 0x80004005 Unspecified error at sagentmain.cpp 524 16:49:58 Severity 1 - Shutting Down Possible Cause C Same issue as in Possible Cause B, but after an upgrade. Possible Cause D When services are manually started on a SuperAgent Collector and errors similar to the following are in the log ( D:\netqos\logs ): 21:39:33 Severity 1 - SuperAgent starting up 21:39:33 Severity 2 - b_test failure at \NetQoS\Superagent\common\samydbutils.cpp 19 21:39:33 Severity 2 - The operation completed successfully. 21:39:33 Severity 2 - hr_test failure 0x87fd0002 Error connecting to database at \NetQoS\Superagent\common\samydbutils.cpp 19 21:39:33 Severity 2 - hr_test failure 0x87fd0002 Error connecting to database at .\input.cpp 339 21:39:33 Severity 2 - hr_test failure 0x87fd0002 Error connecting to database at .\sagent.cpp 1628 21:39:33 Severity 2 - hr_test failure 0x87ff003f Exception calling interface library's GatherInput function at .\sagentmain.cpp 1497 21:39:33 Severity 2 - hr_test failure 0x87ff003f Exception calling interface library's GatherInput function at .\sagentmain.cpp 542 21:39:33 Severity 1 - Shutting Down Possible Cause E "Invalid NIC properties" error; may occur when a new collector is added and SPAN is properly feeding the Monitor NIC with data. The SuperAgent service on a Collector either will not start or starts and then ends suddenly but will not stay on. Possible Cause F Logs are not being created, but the following may be seen in the day's logs ( D:\netqos\logs ): Invalid Network Interface at N:\NetQoS\SuperAgent\Sagent\packetreader.cpp 154 Possible Cause G After deleting the "other" bucket associated with a Web Application being observed by the URL monitoring portion of the SuperAgent tool, services will not start. ? ? Possible Cause H These exact errors?are found in the SuperAgentErrors log file (found in the D:\netqos\logs directory): ? Severity 2 - b_test failure at .\sagent.cpp 2790 Severity 2 - hr_test failure 0x80004005 Unspecified error at .\sagent.cpp 2790 ?

RESOLUTION
A For new installations of Collectors, add the new Collector in the SuperAgent Administration web page. Then, enter the Edit screen for the new Collector (also called Collector Properties), and Start this Collector. In 7.0, this is found in a link at the top of the property view. In 7.1, this is found by clicking on the blue down-arrow at the top-right corner of the view, and selecting Start from the drop-down menu. This action fills a registry key with the proper IP address of the master console, and the Collector is now able to retrieve its configuration to start the SuperAgent service.

RESOLUTION
B To resolve Cause B, follow these steps: Verify that only 2 NIC's are enabled in Windows and all other NICs are Disabled, and not reading "Network Cable Unplugged". a. Go to Start -> Settings -> Control Panel -> Network and Dialup Connections. b. Only the Management NIC and the Monitor NIC should be Enabled. All other NIC's should have a status of 'Disabled'. c. To disable a NIC, right click the NIC's icon, and select Disable. Restart the NetQoS SuperAgent service. Check if SuperAgent starts. If it does not, continue to the next step. Open the Windows Registry Editor by going to Start -> Run -> and typing regedit Navigate to the following key: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4D36E972-E325-11CE-BFC1-08002BE10318} There should be several subkeys starting with 0000 and probably to 0008. Each subkey represents a network adapter loaded in Windows. Expand each subkey. Make sure each subkey contains a 'Linkage' property subfolder. If you find an adapter with no 'Linkage' property subfolder, EXPORT the entire adapter subkey, then delete it. a. To Export: Select the Adapter subkey to export, click the Registry menu option, then select Export Registry File. Select a destination and file name. b. To Delete: Select the Adapter subkey to delete, right click the key, and select Delete. c. Repeat for all adapters with no 'Linkage' property subfolder. Start the SuperAgent service. The service should now start.

RESOLUTION
C During a SuperAgent upgrade, the packet driver files may not be copied to the system. You will need to rename the 2 packet driver files and then run the upgrade installation again. To do this, follow these steps: Open C:\WINNT\system32\drivers\ and find these 2 files: nqpktcap.sys packet.sys Respectively rename the files above to: nqpktcap.sys.bak packet.sys.bak Run the SuperAgent Upgrade installation again. You should also make sure that the new packet capture driver is also set to automatically start. Navigate to the following registry key to check this: HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\NQPktCap\ The Start key should be set to 2 (in Hex).

RESOLUTION
D For SuperAgent 6 To resolve this issue in SuperAgent 6, follow these steps: Verify collector Database is OK. a. Run the following MySQL query at the command prompt (Start->Run->type cmd -> OK) mysqlcheck -B super --auto-repair b. Reboot the Collector. Verify connectivity to the Master Console (MC) database (from the Collector) Enter the following in a command prompt on the Collector (Start -> Run -> type cmd -> OK): Telnet ipofMC 1001 (where ipofMC is the IP address of your Master Console) If a Telnet session is started, you have verified connectivity. Verify MySQL is running on the Collector and MC a. Right click on 'My Computer' -> click 'Manage' -> drill-down into 'Services and Applications' -> click 'Services' b. Verify MySQL service is running Try connecting to MySQL on the MC from the Collector. If you get an error saying 'host rejected due to too many errors': a. Run the following at the command prompt on the MC: mysqladmin flush-hosts b. Try again from the Collector. If you can verify steps 1) 2) and 3), then check the parameter_descriptions table in the Collector's DB. See below: The "role" value should be set to whatever the machine actually is. In this case it will be either a collector or a standalone. The problem is with the MasterDB entry, the error log indicated an error connecting to the MySQL database. This may result when the MySQL service is not running on either the collector or the MC, or possibly because we are looking for the MC in the wrong place. Run this query (in command prompt) then reboot the Collector: mysql -D super -t -e update parameter_descriptions Set DefaultValue='ipofmasterconsole' where Parameter='MasterDB'; In the above query, ipofmasterconsole = the actual ip address of the Master Console For SuperAgent 7 To resolve this issue in SuperAgent 7, follow these steps: Verify connectivity to the Master Console database (from the Collector) Enter the following in a command prompt on the Collector (Start -> Run -> type cmd -> OK): Telnet ipofMC 1001 (where ipofMC is the IP address of your Master Console) If a Telnet session is started, you have verified connectivity.

RESOLUTION
E First, follow the steps in Resolution B. If this does not work, follow these steps: Execute satstconsole.exe located at D:\NetQoS\bin on the Collector. Note the Monitor IP address in the top right hand corner. This is the IP address that SuperAgent is looking for. Re-assign the Monitor NIC to this IP and wait for the service to start. The byte count window will start to increment, and after a few minutes, the Last Update time in the GUI for this Collector will update itself.

RESOLUTION
F Verify that the monitor NIC is not getting an IP address from DHCP.? Instead, it should be set to a non-routable IP such as 1.1.0.1/8 and should not conflict with any other collectors?you may have. ?

RESOLUTION
G To resolve Cause G, follow these steps: Open SuperAgent database by going to Start -> Run -> and typing mysql -D super> . List out all entries in the applications table: select * from applications; Look through the output for URL applications with a 1 in the INACTIVE column and check the names to see if any are the "other" bucket for a URL application. For example, a URL Monitoring application with the name "Google" will have an other bucket named "Google-Other". Note the APP_ID of this application. Re-enable the deleted "other" bucket. To do this, run the following query in a command prompt, replacing '13' with the APP_ID you noted earlier: update applications set inactive='0' where app_id='13'; Reload the collector's configuration. (Collectors under the SuperAgent Web GUI) You should now be able to start the SuperAgent ?

RESOLUTION
H ? The D:\NetQoS\bin\RetransPacketDefs.ini file is misconfigured.? Follow solution 96 for the proper syntax?of this file.