Troubleshooting agent connections#

You can answer a number of questions to help isolate the issue behind problems with agents.

By default, the logs for the agent are in the folder agent_install/var/log.

Starting in UrbanCode Deploy 7.0.3, you can download and display agent logs in the user interface. This feature is only available for web agents versioned 7.0.3 and newer. The Request Agent Logs button is displayed on the selected agent page. After clicking the Request Agent Logs button the agent.out (default file name) will appear under the Available Logs section on the same page.

If you are having trouble with an agent, see the following troubleshooting information for the state of the agent:

If the agent isn't displayed in the user interface, or if the agent is reported as offline, complete these actions:

If you do not know the location of the agent that cannot connect to the server, go to the agent properties, which include the last known host name and IP address of the agent.

If the agent is reported as connecting, complete these actions:

  1. When this situation occurs, the problem is an HTTP communication issue. To resolve this issue:
    1. Check the external agent URL in settings. In the product, click Settings, and then click System Settings. Make sure that the host name or IP address matches or resolves to the entry in the agents file.
    2. Use Telnet to connect to the HTTP port on the Server.

If the agent is reported as online but you continue to have problems, complete these actions:

  1. Verify that the agent and agent relay are running the recommended and minimum versions as indicated in the user interface.
  2. Check the server, agent relay, and agent logs for errors. Look for matching time stamps among the logs.
  3. Enable more detailed logging by inserting these lines in the agent_install/conf/agent/log4j file:

    Check the output for errors.

If you cannot connect server to an agent and the agent receives a clock skew exception, complete these actions:

Set the system time on the server and the computers that agents are running on to times that are the same or within a few minutes of each other. The server and agent clock times must be close together if using end-to-end encryption. They do not need to be in the same time zone, but must agree about the global time within approximately 5 minutes.

Parent topic: Troubleshooting the HCL Launch server and agents