Security Compliance

ARM collectors do not connect after the update to ARM 2024.3

This article describes a solution to a problem with the collector connections after the update to ARM 2024.3 or 2024.3.1. After reboot, the collector in the ARM configurator is red and not able to recover.

First published date

7/19/2024 12:54 PM

Last published date

2/8/2025 5:00 PM

Overview

In some environments, collectors may not connect back to the ARM Server after upgrading to the 2024.3 or 2024.3.1 releases.

Product section

Access Rights Manager

Cause

This issue occurs due to code changes specific to ARM 2024.3 and 2024.3.1.

Resolution

To resolve this issue, please upgrade to Access Rights Manager 2024.3.2 and above.  If an upgrade is not possible, perform the following steps in an attempt to resolve the issue:

  1. Remove the collector from the ARM configuration.
  2. Delete all client certificates located in C:\ProgramData\protected-networks.com\8MAN\cfg\security\server\ on the collector machine.
  3. Run ARMcollectorconfigurator.exe located in C:\Program Files\Solarwinds\bin\ and confirm client cert is downloaded in C:\ProgramData\protected-networks.com\8MAN\cfg\security\server\. You can generate the Init-Code using the ARM Web Client in Settings > Connection security as illustrated here.
  4. Restart the ARM-Service on the collector machine.
  5. Add the collector back in the ARM configuration. Make sure to use its FQDN.