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CertificatesandtheAgent
TheVerisignRootCertificateAuthority(CA)mustbecurrent.Thisis
required
becausetheagentsoftwareissignedusingaVerisigncertificate.Ifyour
certificateisnotcurrent,youwillneedtomanuallydownloadtheRootCA
certificateandinstallitintotheLocalComputer\TrustedRootCertification
Authoritystoreontheserverhostingtheagent.TheentireVerisignrootcertificate
packagecanbedownloadedfromthefollowinglink.
http://www.verisign.com/support/roots.zip.
InstallinganewCertificate:
1. OpenanewMicrosoftManagementConsole(MMC)bynavigatingtoStart,
thentypeMMCfollowedbyEnter.
2. IntheMMC,clickFile>Add/RemoveSnap-in…
3. AddtheCertificatesSnap-in.
4. SelectComputerAccount,andthenclickNext.
5. EnsureLocalComputerisselected.(Thecomputerthisconsoleisrunning
on).
461
CertificatesandtheAgent
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Chapter14:SolarWindsOrionAgents
6. ClickFinish.
7. ClickOKtoaddthesnap-inintotheMMCwindow.
8. Expandthecertificatestoretree.
9. RightclicktheTrustedRootCertificationAuthoritiesstore.
10. SelectAllTasks/Importtoimportthepreviouslydownloadedcertificate(s).
11. Followthepromptsofthewizardtoimportthecertificate(s).
12. VerifytheVeriSignClass3PublicPrimaryCertificationAuthority–G5
certificateispresentintheTrustedRootCertificationAuthoritiesstore(It
isrecommendedthatyouimportallmissingRootCAcertificates).
462
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UsingtheAgentPollingMethod
Anagentissoftwarethatprovidesacommunicationchannelbetweenthe
SolarWinds OrionserverandaWindowscomputer.Agentsareusedto
communicatetheinformationthatSolarWindsplug-inscollecttothe
SolarWinds Orionserver.Formoreinformationaboutthepollingmethod,see
Choosing
Your
Polling
Method
.
WhentheAgentPollingMethodisselected,anagentisdeployedtothenodeand
installedusingthecredentialyouhaveselected.Aftertheagentisinstalled,it
operatesunderalocalaccount.
UsingtheNetworkSonarWizardtoCheckAgentPolledNodes
Agentdiscoveryallowsyoutokeepnodesthatutilizetheagentuptodate.
CheckingthisboxallowstheOrionservertofindnewvolumes,interfaces,and
otherobjectsonnodesthatusetheagent.
WhilenormaldiscoveryfindsnewnodesandaddsthemtotheOrionserver,this
isnottruefornodesusingtheagent.Agentdiscoveryissimplyanextensionto
thestandarddiscoveryprocess.
Adiscoveryprofilemaycontain:
l
Nodesusingboththeagentandnon-agentnodes;
l
Non-agentnodes
l
Agentnodes
463
UsingtheAgentPollingMethod
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Chapter14:SolarWindsOrionAgents
AgentPerformanceCounters
Thefollowingperformancecountersareassociatedwiththeagent:
SolarWinds:AgentService
l
MessagesSent:Thiscounterdisplaysthenumberofmessagessenttothe
AgentManagementService.
l
MessagesReceived:Thiscounterdisplaysthenumberofmessages
receivedfromtheAgentManagementService.
l
ExchangeReceived:ThisdisplaysthenumberoftimestheExchange
Receivemethodwascalled.
l
ExchangeSent:ThisdisplaysthenumberoftimestheExchangeSend
methodwascalled.
SolarWinds:AgentManagementService
l
MessagesSenttoAgentCount:NumberofmessagessenttotheAgent.
l
MessagesReceivedFromAgentCount:Numberofmessagesreceived
fromtheAgent.
l
IncomingTimedOutMessagesCount:Numberofincomingmessages
thattimedoutbeforebeingprocessedbytherecipient.
l
OutgoingTimedOutMessagesCount:Numberofoutgoingmessages
thattimedoutbeforetheyweresenttothetargetagent.
l
IncomingFailedMessagesCount:Numberofincomingmessagesthat
failedtobeprocessed.
l
OutgoingFailedMessagesCount:Numberofoutgoingmessagesthat
failedtobeprocessed.
l
TotalAgentsFullyConnected:NumberofTotalAgentsFullyConnected.
l
ActiveAgentsFullyConnected:NumberofActiveAgentsFully
Connected
l
PassiveAgentsFullyConnected:NumberofPassiveAgentsFully
Connected.
l
PassiveAgentsDisconnected:NumberofPassiveAgentsDisconnected.
464
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l
TotalAgentsConnectedToMessagingHub:NumberofAgents
ConnectedTotheMessagingHub.
l
TotalAgentsConnectedToFilesHub:NumberofAgentsConnectedTo
theFilesHub.
l
MessagesProcessedPerSecond:Messagesprocessed/sec.
l
IncomingMessagesProcessedPerSecond:Incomingmessages
processed/sec.
l
OutgoingMessagesProcessedPerSecond:Outgoingmessages
processed/sec.
l
IncomingProcessingQueueSize:Numberofmessageswaitinginthe
incomingprocessingqueue.
l
OutgoingProcessingQueueSize:Numberofmessageswaitinginthe
outgoingprocessingqueue.
l
IncomingPersistenceQueueSize:Numberofmessageswaitinginthe
incomingpersistencequeue.
l
OutgoingPersistenceQueueSize:Numberofmessageswaitinginthe
outgoingpersistencequeue.
l
IncomingSignalRMessages:Numberofmessagesreceivedfrom
SignalR.
l
OutgoingSignalRMessages:NumberofmessagespassedtoSignalRfor
sending.
l
IncomingExchangeQueueSize:Numberofmessagesintheincoming
queuewithExchangeitems.
465
SolarWinds:AgentManagementService
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Chapter14:SolarWindsOrionAgents
TroubleshootingAgents
Themostcommonissueswithagentsoccurwhentheyareinstalledorwhenyou
configurethem.AgentsmayalsobeunabletoconnecttotheSolarWinds Orion
serverortheservermaynotbeabletoconnecttotheagents.
Formoretroubleshootinginformation,usethefollowingtopics:
l
Troubleshooting
Your
Agent
Installation
l
Troubleshooting
Agent
Configuration
l
Troubleshooting
Agent
Connections
Forinformationaboutwhataplug-instatusmeans,seeInstalled
Agent
Plug-
in
Status
.
TroubleshootingYourAgentInstallation
Ifyouragentdoesnotdeploycorrectly,usethefollowingquestionstohelpyou
troubleshoottheissue.Youcanalsoinstalltheagentmanuallyonthetarget
computer.
Areyouinstallingothersoftwareonthetargetcomputer?
Somesoftwareinstallations,suchasWindowsUpdates,preventother
installationsfromfinishingsuccessfully.
Installtheagentwhentheotherinstallationshavecompleted.
Isthetargetcomputerwaitingtoberestarted?
Deploymentcanfailwhenthecomputeriswaitingtoberestartedafter
installingsoftware.
Restartthecomputerandtryagain.
IstheSolarWindsAgentserveralreadyinstalledandrunningonthetarget
computer?
Theagentmayhaveconnectivityissues.
CanyoupingtheSolarWinds OrionserverorconnecttotheWebConsole
fromthetargetcomputer?
TheSolarWindsagentrequiresport17778tobeopenontheserver.
VerifythattheOrionservercanpingthecomputerthathastheagentis
installed.
Note:Thisisnotrequiredforserverinitiatedagents.
466
Doyouusegrouppoliciesinyourorganization?
Youmayhaveanetworkpolicythatinterfereswithdeployingagents.
TroubleshootingAgentConfiguration
ThefollowingsectionswillhelpyouidentifyandcorrectAgenterrorsconcerning
configuration.
PassiveAgent:ConnectionRefused
Error:Connectionrefused.
Resolution:SpecifyanAgentsharedsecrettoconnecttoapassiveAgentor
specifyaproxy.Also,verifythattheagentportisaccessible.
PassiveAgent:Agentisnotrunninginpassivemode
Error:Agentisnotrunninginpassivemode.
Information:Theagentisrunninginagentinitiatedcommunicationmodeand
youcannotconnecttoit.
Resolution:Switchthecommunicationmodetoserverinitiatedcommunication.
Youcanuninstallandreinstalltheagentfromtheserverormanuallyre-installit.
Formoreinformation,seeDeploying
an
Agent
.
Youcanalsochangethecommunicationmodeontheremotehostbyopeningthe
ControlPanel,andthenopeningtheOrionAgentSettingsitem.
InvalidAgentVersion
Error:Agentisnotrunninginpassivemode.
Information:Agentversionisemptyorzero.Thisindicatesthatsomethingis
wrongwiththeagent.
Resolution:Re-installtheagent.
Formoreinformation,seeDeploying
an
Agent
.
AgentGUID isDifferent
Error:AgentGUIDisdifferentthantherequestedID.
Information:ThatmeansthattheagentisprobablyconnectedtoanotherOrion
serverorisbroken.
Resolution:Re-installtheagent.
467
TroubleshootingAgentConfiguration
Chapter14:SolarWindsOrionAgents
Formoreinformation,seeDeploying
an
Agent
.
TroubleshootingAgentConnections
IfyouragentandyourSolarWinds Orionservercannotcommunicate,theagent
cannotrespondtoqueriesortheSolarWinds Orionservercannotreceivedata
fromtheagent.
Note: Youneedaccesstotheremotehostformosttroubleshootingsteps.
Usethefollowingquestionstohelpyoutroubleshoottheconnectionissue:
Istheagentservicerunning?
YoucanchecktheManageAgentspagefortheAgentStatusorlogonto
theremotehostwiththeagentinstalledonittocheckthestatus.
Iftheagentisnotrunningorhasstopped,starttheSolarWindsAgent
Service.
Areallplug-insinstalledcorrectly?
SelecttheagentintheManageAgentspageandclickMoreActions
> Viewinstalledagentplug-ins.
Ifthereisaproblemwithaplug-in,restarttheagent.Theagentchecksfor
newplug-inswhenitrestarts.
Dothecommunicationmodesmatchbetweentheagentandtheserver?
Ontheremotehost,opentheControlPanel,andthenopentheOrion
AgentSettingsitem.Thecommunicationmodelistedtheremustmatchthe
communicationmodeintheManageAgentspageontheSolarWinds Orion
server.
Ifthemodesdonotmatch,changeonetomatchtheother.
Doestheserverinitiatecommunication?
Logontotheserverhostandattempttopingtheremotehost.
Serverinitiatedcommunicationrequiresport17790tobeopenonthe
remotehost.
Doestheagentinitiatecommunication?
Logontotheremotehostandattempttopingtheserver.
Agentinitiatedcommunicationrequiresport17778tobeopenontheserver.
468
InstalledAgentPlug-inStatus
Usethefollowingtabletounderstandtheagentplug-instatus.
Status
Meaning
Theplug-
inis
installed
Theplug-inisinstalled,workingcorrectly,andcommunicating
withnoproblems.
Installation
Pending
Theplug-iniswaitingtobedeployed.Itmaybewaitingforthe
computeritisinstalledontorebootorbecausesomeother
processontheremotehosthasinterruptedtheinstallation
process.
Unknown
Thestatusisunknownduetonetworkinginterruptions,
communicationproblemswiththeagent,orbecausetheplug-inis
nolongerinstalled.
Error
Theplug-inmayhaveinstalledincorrectlyorfailedtoload.
In
Progress
Theplug-iniseitherbeinginstalledoruninstalled.
Ifyouthinkaplug-inshouldbeavailableandcannotfinditinthelistofinstalled
plug-ins,youmayneedtocheckyourpurchasedproductsormanuallyupdate
youragent.Newplug-insandupdatestoexistingplug-insareinstalledwhenan
agentisupdated.Itmaytakeafewminutesbeforethestatuschanges.
469
InstalledAgentPlug-inStatus
Chapter15:MonitoringMIBswith
UniversalDevicePollers
UsingUniversalDevicePollers,SolarWindsNetworkPerformanceMonitorhas
theabilitytomonitormorethanjustnetworkstatus,availability,bandwidth,and
errors.
WithOrionUniversalDevicePollers,youcanmonitorvirtuallyanystatisticthat
yournetworkdevicescanrecord,including:
l
Interfacetraffic
l
CPUtemperature
l
Addressingerrors
l
UPSbatterystatus
l
Currentconnectionstoawebsite
UniversalDevicePollerscollectbothreal-timeandhistoricaldataassociatedwith
objectIDsmaintainedintheextensiveSolarWindsMIBdatabase.Asaresult,
UniversalDevicePollerscanretrievedatafornearlyanyconceivablenetwork
metric.Additionally,withUniversalDevicePollertransforms,youcan
mathematicallymanipulatetheresultsofmultiplepollerstocreateyourown
customnetworkperformancemetrics.Allnetworkinformationcollectedfrom
UniversalDevicePollersisaccessiblewithinthewebconsole.
Warning:UniversalDevicePollersdonotcollectinformationfromeitherOrion
FailoverEngineorHotStandbyEngines.IfaSolarWindsNPMserverfails,data
collectionstopsforanyUniversalDevicePollersonthatserver.AnyUniversal
DevicePollerspollingthatserverwillbeunabletoreportanyinformationforthe
failedNPMserver,evenifitfails-overtoanOrionFailoverEngine.Formore
information,seeOrion
Failover
and
Disaster
Recovery
.
Note:UniversalDevicePollersaretieddirectlytotheindividualSolarWindsNPM
pollingenginesonwhichtheyarehosted.Asaresult,allUniversalDevice
PollersassignedtoamonitorednodethatismovedfromoneSolarWindsNPM
pollingenginetoanothermustbemovedtothenewpollingengineaswell.
470
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