Applications Systems

WPM Returns the Error Unable to Load Configuration from Agent Service

This article is related to errors encountered in the Agent Domain Configuration tool and the Player Settings tool after deploying the WPM Player to a remote location.

First published date

6/3/2022 7:35 PM

Last published date

6/3/2022 8:19 PM

Overview

After deployment of the WPM Player to a remote location that runs on Windows Server 2008 R2 or Windows 7 SP2 operating systems, the Agent Domain Configuration tool and the Player Settings tool can’t authenticate to the WPM Playback player service to get agent settings data or user settings data. After starting those tools the user will get errors:

For the Agent Domain Configuration tool

Error: Unable to load configuration from Agent Service. Error: Response status code does not indicate success: 403 (Forbidden).

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In logs C:\ProgramData\SolarWinds\Logs\SEUM\AgentSettings.log you will find:

12022-06-03 00:47:36,805 [SolarWinds.SEUM.AgentDomainConfigurationTool.exe][1] ERROR SolarWinds.SEUM.AgentDomainConfigurationTool.MainForm - Unable to load configuration. 2System.Net.Http.HttpRequestException: Response status code does not indicate success: 403 (Forbidden). 3 at System.Runtime.CompilerServices.TaskAwaiter.ThrowForNonSuccess(Task task) 4 at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task) 5 at SolarWinds.SEUM.AgentDomainConfigurationTool.AccountsConfigurationClient.<GetAccountsType>d__6.MoveNext() 6--- End of stack trace from previous location where exception was thrown --- 7 at System.Runtime.CompilerServices.TaskAwaiter.ThrowForNonSuccess(Task task) 8 at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task) 9 at SolarWinds.SEUM.AgentDomainConfigurationTool.MainForm.<<MainForm_Load>b__6_0>d.MoveNext() 10--- End of stack trace from previous location where exception was thrown --- 11 at System.Runtime.CompilerServices.TaskAwaiter.ThrowForNonSuccess(Task task) 12 at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task) 13 at SolarWinds.SEUM.AgentDomainConfigurationTool.MainForm.<SafelyCommunicateAccountsConfigurationService>d__7.MoveNext()

For the Player Settings tool

Unable to load player settings from Agent Service.
Error: Response status code does not indicate success: 403 (Forbidden).

image-20220603-074840.png

In logs C:\ProgramData\SolarWinds\Logs\SEUM\AgentSettings.log you will find:

12022-06-03 00:49:21,024 [SolarWinds.SEUM.AgentSettings.exe][1] ERROR SolarWinds.SEUM.AgentSettings.MainForm - Unable to load player settings from Agent Service. 2System.Net.Http.HttpRequestException: Response status code does not indicate success: 403 (Forbidden). 3 at System.Runtime.CompilerServices.TaskAwaiter.ThrowForNonSuccess(Task task) 4 at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task) 5 at SolarWinds.SEUM.AgentSettings.UserSettingsClient.<Get>d__2.MoveNext() 6--- End of stack trace from previous location where exception was thrown --- 7 at System.Runtime.CompilerServices.TaskAwaiter.ThrowForNonSuccess(Task task) 8 at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task) 9 at SolarWinds.SEUM.AgentSettings.MainForm.<MainForm_Load>d__11.MoveNext()

Product section

Web Performance Monitor

Cause

The SolarWinds-SEUM_PlaybackAgent certificate that WPM Playback Player service creates at first run on remote location, and uses to secure communication between itself and those tool, is self-signed and its CA Root is not trusted. Since it is not valid on those specific operating systems, it can’t be used to authenticate successfully during establishing communication between those tools and the WPM Playback Player service.

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Resolution

Copy the SolarWinds-SEUM_PlaybackAgent certificate to the Trusted Root Certificate Authorities store:

  1. Open the Run… (or press Windows Key + R) and type MMC and press Enter to run Microsoft Management Console.

  2. From the File menu, select Add/Remove snap-in… (CTRL+M)

  3. In the Available snap-in pane, select Certificates and click Add >.

  4. Select Computer account and click Next then Finish and then OK.

  5. On the left pane, expand Personal > Certificates node under Certificates (Local Computer) node.

  6. In the main pane, select the SolarWinds-SEUM_PlaybackAgent certificate and press CTRL+C to copy it.

  7. On the left pane, expand Trusted Root Certificate Authorities > Certificates node.

  8. Focus on the main pane and then paste the copied certificate into that store.

  9. Refresh the view to make sure the certificate was copied.

  10. Go back to Personal > Certificates node and open SolarWinds-SEUM_PlaybackAgent certificate. There should be no issue reported with it.

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If your security policy forbids copying a self-signed certificate into the Trusted Root Certificate Authorities store, replace the SolarWinds-SEUM_PlaybackAgent certificate with one that is valid. The new certificate should have the same name as SolarWinds-SEUM_PlaybackAgent when it is in the certificate store. If that requirement can’t be met, contact support for instructions on how to configure the WPM Playback Player service to use a certificate with a different name than the default.