Troubleshooting Service Agent Communications

If an Agent does not send, or does not appear to be sending, data to your ELM Servers, here a few things to check to make sure things are installed and configured properly:

• Is the Agent service running, or is the Agent disabled? The Agent will only monitor, collect and transmit data when the TNT Agent service is running and the Agent is enabled.
• Has the Agent been configured to collect data? From the ELM Server, double-click the Agent that is not sending data, and look at the Monitor Items tab. For example, in ELM Enterprise Manager and ELM Performance Manager, if performance data is not being received, check to make sure the appropriate Performance Data Collection Set monitor item(s) are selected and enabled.
• Do you still have IP connectivity and good name resolution between the ELM Server and Agent? IP connectivity and healthy name resolution are essential for ELM to operate properly.
• Have the ELM TCP/IP ports been blocked through a firewall, packet filtering or some other mechanism? By default, the TNT Agent listens on TCP port 1253, and ELM Servers listen on TCP Port 1251.
  Try telnetting to the appropriate ports in each direction:
  
  - From the ELM Server, try to Telnet to port 1253 on the Agent
  - From the Agent, try to Telnet to the appropriate port on the ELM Server
  
  Once you establish a Telnet session in either direction, press ENTER two times. You should receive version information. If you do not receive this message, or if you are unable to connect to the port, check the following:
  
  - On the end that fails, run netstat -a -p tcp at a command prompt. This will show all listening ports and connections. You should see the Agent listening on TCP port 1253 and the ELM Server listening on TCP port 1251, or whatever ports you have configured. If you do not see this entry, restart the application on the failed end (either Agent or ELM Server).
• Does the Agent Status show a registered ELM Server? From the ELM Server, double-click the Agent and navigate to the Agent Status tab. This will display the Agent's status, which may indicate a problem, such as a failure to execute a monitor item or a failure to communicate with the ELM Server.
• Is the Agent in cache mode? If the Agent is unable to transmit data to the ELM Server when it has something to send, the Agent will go into cache mode. Each time the Agent has something new to send (e.g., a new event, or collected performance data), it checks to see if it can connect to the ELM Server. If it can, it will dump its cache them. The Agent Status tab can display whether or not an Agent is in cache mode.
• Is the ELM Server running on NT Workstation, Windows 2000 Professional or Windows XP? These operating systems have a hard-coded limit of 10 inbound TCP/IP connections. Once there are 10 established connections, no new connections will be able to be established until one or more connections is freed up. You can use the netstat command to count the number of TCP/IP connections in use. The suggested resolution is to upgrade to a Windows Server family product.

If none of these solutions resolves your issue, please contact TNT Software's Product Support Group for assistance.

 

 

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