System Agent won't start after patch install.

Document ID : KB000049263
Last Modified Date : 14/02/2018
Show Technical Document Details

Description:

After installing a patch, such as CA WA Agent Release 11.3 Cumulative 2 or 3 patch, when I try to start the Agent it immediately terminates. The only message I found that shows an error was located in the System Agent Logs directory named: runner_os_component log, It displayed: "Unable to load java.dll: 193 - Unknown error"

Solution:

Before installing the patch, ALWAYS check to make sure you have the correct OS bit version of the patch. Use the command in your System Agent directory:

cybAgent.exe -v

This will list out the version of the agent installed. If you have a 32 bit version installed, you must install the 32 bit patch. If 64-bit version of the System Agent is installed, then install the 64 bit version of the patch.

If you have mistakenly put the wrong patch on, you may install the correct version on top. It should resolve your problem.