Applications Systems

Transactions not playing after upgrading to WPM 2020.2.2 due to communication delays

WPM transactions are not playing on some or all WPM Player locations. Unable to create worker process. Process didn't finish by itself. Error connecting to worker process [GUID]. Unable to connect to worker after 30000 ms. Unable to get Agent details from agent. Transaction location not responding. Exceptions in AgentService.log files for WPM Worker process.

First published date

1/20/2021 3:17 PM

Last published date

2/10/2025 4:08 AM

Overview

After upgrading to WPM 2020.2.2, some users report that Player Locations cannot play Transactions. Transaction location status appears Up (green) in the Orion Web Console but transactions do not play.

If you log into the remote machine that hosts the WPM Player, navigate to the default log directory (C:\ProgramData\SolarWinds\Logs\SEUM\), and open SEUMJobs.log, you may find messages like this example: 
ERROR Solarwinds.SEUM.Jobs.AgentDetailsController - Unable to get agent details from agent
SolarWinds.SEUM.Jobs.AgentClientException: Location Not Responding

In AgentService.log, a message like this may appear for each attempt to run a WPM Worker process: 
INFO  SolarWinds.SEUM.Agent.WorkerProcessManagement.WorkerProcessLauncher - Worker process [GUID] has pid # and runs as user <username>
ERROR SolarWinds.SEUM.Agent.WorkerProcessManagement.WorkerProcessWcfProxy - Worker [GUID] did not connect after 30000ms.
WARN  SolarWinds.SEUM.Agent.WorkerProcessManagement.WorkerProcessLauncher - Process [GUID] didn't finish by itself. Killing process.

ERROR SolarWinds.SEUM.Agent.WorkerProcessManagement.WorkerProcessManager - Unable to create worker process. Trying again.

SolarWinds.SEUM.Agent.Exceptions.AgentException: Error connecting to worker process [GUID]. Unable to connect to worker after 30000.

 

Product section

Web Performance Monitor

Cause

Communication delays related to the Automatic Root Certificates Update component (© 2021 Microsoft Corp., available at docs.microsoft.com, obtained on January 26, 2021) can interrupt playback of WPM transactions on remote systems.

This Windows feature checks the list of trusted authorities on the Microsoft Windows Update Web site. Specifically, there is a list of trusted root certification authorities (CAs) stored on the local computer. When an application is presented with a certificate issued by a CA, it checks the local copy of the trusted root CA list. If the certificate is not in the list, the Automatic Root Certificates Update component contacts the Microsoft Windows Update website for available updates.

Resolution

Upgrade to WPM 2020.2.5 or later.

If you cannot upgrade, you can use a workaround that disables automatic root certificate updates on the Orion server, as described in Turn off Windows automatic root certificates updates in the Orion Platform.

Before proceeding, make sure that this issue is caused by delays related to root certificates:
  1. Set log levels for AgentWorker_v*.log to VERBOSE. See Adjust logging levels with the SolarWinds Log Adjuster for details.
  2. To generate fresh logs, try to play the problematic transactions again.
  3. Open AgentWorker_v*.log and confirm that the last entry includes an Opening channel message similar to this example:
Opening channel to net.tcp://localhost:17777/seum/agent/63ef0183-be73-49db-913e-fd26466be37f
  1. In the AgentService.log, confirm that a SolarWinds.SEUM.Agent.Exceptions.AgentException message appears for each attempt to run a WPM Worker process. See the example in the Overview.
Important: This configuration change can impact the security of your deployment. Before implementing this workaround, your organization should internally review and assess the impact of disabling certificate updates.

See also: