Applications Systems

Unable to Connect to the Agent in the SolarWinds Platform

For SolarWinds Platform 'Agent Initiated' Agents. Cannot connect to agent message on the Node Details page. This message is also found under the Manage Agents page. Finding agent not responding messages in the web console. Having trouble connecting to the SolarWinds Platform agent.

First published date

12/9/2019 4:20 PM

Last published date

6/16/2025 5:21 PM

Overview

The SolarWinds Platform agent is not responding, which is indicated by messages on the Node Details page as well as within the Settings > All Settings > Manage Agents page. This indicates that the agent is not working properly. It is likely not polling CPU and memory statistics. If applications are assigned this data may not be polling either.

*Note: This article is specifically for referencing 'Agent Initiated' Agent Communication. 
In some cases; alternatively... 'Server Initiated' Agent Communication may be used.  In these cases
Port 17790 is used at the remote node as a listener and the SolarWinds Platform Polling Engine will be the requester.
This 'flip-flop' the logic therefore troubleshooting in reverse from the SolarWinds server to the remote node is done.

Product section

Server Application Monitor

Resolution

Verify Open Connection

  • PowerShell CLI Command line Test from the Remote Node set to use Agent-initiated Communication:
  • (Note: For server-initiated communication test from MPE/APE to agent machine using Port 17790)
  • Test-NetConnection -ComputerName <solarwindsserver> -Port 17778
    NOTE: Replace the <solarwindsserver> with your target SolarWinds Platform server hostname or IP.
  • Use the following Web Console address in a browser: 
    https://<solarwindsserver>:17778/solarwinds/agentmanagement/api/TestConnection
    NOTE: Replace the <solarwindsserver> with your target SolarWinds Platform server hostname or IP.
  • PuTTY (a free SSH/Telnet tool). Set up on the Agent server as follows:  
    hostname: <solarwindsserver>
Port: 17778
Connection type: SSH
Close window on exit: Never
    NOTE: Replace the <solarwindsserver> with your target SolarWinds Platform server hostname or IP.

If the tests above fail, consult with your network team with troubleshooting the connection between the SolarWinds Platform polling server and the affected SolarWinds Platform agent. Port 17778 outbound to the SolarWinds Platform polling server is required for Agent initiated (recommended) communication.

For questions on port requirements, visit the related documentation. 

Agent Reprovision

Attempt to Reprovision the agent to re-establish a connection to the SolarWinds Platform polling engine. 

  • Windows: From the Control Panel > Agent Settings
  • Linux: service swiagentd init

For more information, check the article:
Edit agent connection settings or reprovision the agent once deployed.

Further Troubleshooting

If the tests report an open port, you may try:

  • Restarting the agent service (SolarWindsAgent64 / swiagentd).
  • Rebooting the SolarWinds Platform agent server.
  • Repair the agent.
  • Reinstalling the agent by performing manual deployment.

You can also try to assign the agent to another poller.
Recheck if issue still persists.