Remote Agent Connection Troubleshooting
If there is a problem with an Agent or with the connection to an agent you may see symptoms such as these:
| Symptom | Cause |
|---|---|
| The Agent appears as Not Connected in the Remote Agents view |
Check the Status column for additional information |
| Jobs stay in "Waiting for Agent" status |
|
| Jobs stay in "Dispatched to Agent" status | Commands are being sent to the Agent successfully, but updates from the Agent are not being sent back to the Controller |
What to check
Ensure that Agent is running
First check that the adTempus service is running on the Agent computer. If not, start it and see if the problem resolves. If the service fails to start, see Service Startup Troubleshooting.
Check for Alerts on the Controller
Check the Alerts view for any error messages being reported related to the database or the Agent.
Check for Event Log errors on the Agent
On the Agent, check the Application log in the Event Viewer for any error messages from adTempus.
Check the diagnostic logs
Check the diagnostic log files on both the Controller and the Agent. Though these logs are not intended to help you diagnose the problem yourself, if you look at them it will generally be obvious if problems related to the database or the Controller/Agent communication are being logged. If so, include the logs when contacting us for support.
Resynchronizing an Agent
In some cases problems may be caused by data getting out of sync between the Controller and the Agent. In these cases resynchonizing the Agent may solve the problem.
Resynchronizing clears any pending job execution commands waiting to be sent to the Agent, and any job status and history updates waiting to be sent back to the Controller are lost.
To resynchronize, go to the Remote Agents view, select the affected Agent, then right-click while holding down the SHIFT key and select Resynchronize. It may take several minutes for the resynchronization to complete and for jobs to begin executing again.