Infrastructure agent not collecting: "Failed to connect" and "a connection could not be established" (4219251)

Infrastructure agent not collecting data

Problem 1: A connection could not be established

Following can be found in the host agent log files:
ECHO myWindowsAgent> ERROR [Quartz-1] com.quest.remoteos.SystemMonitorImpl - Failed to connect to . No data was collected.
com.quest.glue.api.services.RemoteConnectionException: a connection could not be established

Foglight Agent Manager log files:
WARN [IncomingMessage-5] com.quest.glue.core.credentials.CredentialManager - The Lockbox a2c5c88e-bf0e-44a2-8e5c-52fd89094cf1 has not been granted to this host. Credential com.quest.forge.credentials.type.localUser WindowsOS [id: 49124eca-ed5b-48de-8018-177abb17478d] will be discarded.

VERBOSE [IncomingMessage-5] com.quest.glue.core.credentials.CredentialManager - Agent HostAgents/5.6.3/WindowsAgent/myWindowsAgent dispatched event for credential WARN: [lockbox.not.granted] [The Credential 49124eca-ed5b-48de-8018-177abb17478d is encrypted with lockbox a2c5c88e-bf0e-44a2-8e5c-52fd89094cf1 which has not been granted to this Agent Manager.] HostAgents/5.6.3/WindowsAgent/myWindowsAgent

Problem 2: Credentials could not be assigned to host

No credentials were provided to establish a connection to host WindowsAgent_on_

Problem 3: SSH connection not established with Host

An SSH connection to port 22 was not established
com.quest.glue.api.services.NoCredentialsException: No credentials were provided to establish a connection to host

Cause 1:

The host was not propertly mapped to the credential resource

Cause 2:

The host property field in the agent property maybe empty or invalid.

Cause 3:

SSH credentials may not have been released to the Fglam

Cause 4:

The firewall is blocking the connection to the host on the WinRM ports

Troubleshooting instructions are also found in the FoglightAgentManager Guide under the following topics:

·      Configuring the Agent Manager | Troubleshooting

·      Advanced System Configuration and Troubleshooting

Workaround for Problem 1 for a Windows Agent

1. Go to "Administration | Credentials | Manage Credentials"
   
2. Find the problematic Credential and click on "edit" and select "Resource Mappings" from the context menu.
   
3. Click on "Add" and select:
   usage > OS Monitoring by WMI
   Add a New Domain Name like FDQN .
   i. example "wintest.quest.com"
     

Workaround for Problem 2

1. Go to "Administration| Agent| Agent Status"
   
2. Select problem agent
   
3. Click on "Edit properties"
   
4. Insert FQDN and host for the hostname field

Workaround for Problem 3

1. Go to "Administration | Credentials" and create the necessary credentials
   
2. Assign it to a lockbox
   
3. Now go to "Administation| Credentials| Manage Lockboxes" and release to Credential Clients to the FglAm where the Unix/Linux agent is deployed

Workaround for Problem 4

Together with your firewall team make sure that the host can be connected via WinRM ports (5985, 5986, 80, 443 - depends on how you configured your WinRM setup).

For more information about the Infrastructure Cartridge