Common Causes and Methods for Troubleshooting Offline Agent

Last updated: 2020-04-14 15:58:00
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    You can determine whether Agent is offline based on the following conditions:

    If the Agent on a Cloud Virtual Machine (CVM) instance does not report any data for five minutes, the platform considers Agent to be offline.

    The top reasons why Agent goes offline and corresponding troubleshooting methods are described as follows:

    The user operates on the CVM through the console or CLI

    After the CVM is shut down, Agent on the instance goes offline and no data will be reported.

    When you perform any CVM OPS such as restart, upgrade, reinstallation, or image creation in the CVM console or after logging in to the CVM, the reporting of CVM monitoring data may time out and Agent will be taken offline.

    Troubleshooting: You can access the CVM details page and view operation logs to determine whether any relevant operations were performed on the CVM at that time.

    The CVM has a high load

    If the CVM CPU has a high load and the memory or bandwidth is used up, Agent may fail to report data.

    Troubleshooting Method: You can log in to the CVM or check the monitoring view to determine whether the CPU, memory, or bandwidth is fully utilized. If yes, expand the service as needed.

    The DNS configuration of the CVM is incorrect

    If the private DNS configuration of the CVM is incorrect, Agent may fail to report data.

    Troubleshooting: for more information on private network DNS configuration, see Private Network Access.

    Troubleshooting methods for other problems

    Using the Agent management tool for troubleshooting in Linux

    1. Download the Agent management tool.
      wget && chmod +x monitor_agent_admin
    2. Install Agent.
      ./monitor_agent_admin install
    3. Run the following command to troubleshoot and fix the problem. If the problem persists, submit a ticket along with the tool output file monitor_agent_admin-*.zip. We will help you solve the problem.
      sh ./monitor_agent_admin check

    Other operations on the Agent management tool

    1. Download the Agent management tool.
      wget && chmod +x monitor_agent_admin
    2. Install Agent.
      ./monitor_agent_admin install
    3. Uninstall Agent.
      ./monitor_agent_admin uninstall
    4. Reinstall Agent.
      ./monitor_agent_admin reinstall
    5. Troubleshoot and fix the problem.
      ./monitor_agent_admin check
    6. Restart Agent.
      ./monitor_agent_admin restart

    Troubleshooting common problems in Windows

    1. If you have installed Agent, check whether barad_agent logs are rolled every minute in real time and reported successfully. 
      • Log path for Windows: C:\Program Files\QCloud\Monitor\Barad\logs\info.log
      • Each log contains "nws send succ".
    2. If the logs are not rolled, check whether Agent scheduling is normal (this usually occurs in Linux and is caused by system time change).
      You can restart barad_agent and check whether the /usr/local/qcloud/monitor/barad/log/executor.log log file contains any errors.
    3. If reporting fails (nws send fail), locate the problem (such as timeout, CVM connection failure, or domain name resolution failure) based on the logs. 
      You can retrieve the reporting address from nws_url in the plugin.ini file under the etc directory.
    4. If nws send fail does not appear during reporting, perform the following operations:
      1. Check whether the uuid file has been modified.
        uuid file path:
        In Linux: /etc/uuid
        In Windows: C:\windows\system32\drivers\etc\uuid
        The latest file named in uuid format in the C:\windows\system32\drivers\etc\ directory
      2. If the uuid file has not been modified, check the CVM timestamp.
        In Linux, run the /usr/sbin/ntpdate command to check whether the time change is 50 seconds or less. If the time change exceeds 50 seconds, restart barad_agent..
    5. If the problem persists, submit a ticket to our customer service for troubleshooting.

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