Network Management

SolarWinds Platform Agent unable to connect

This article shows how to troubleshoot an issue wherein the Windows agent is unable to establish a connection to the poller.

First published date

11/13/2020 3:03 PM

Last published date

1/21/2026 5:39 PM

Overview

When you use SCCM to mass deploy agents to their servers, some of the agents may not be able to establish a connection with the poller. This causes the node to not appear in the Manage Nodes list. Reprovisioning of these agents does not resolve the issue.
 

Product section

Orion Platform

Cause

Agent Managements Service logs:

2020-10-27 13:35:32,356 [147] INFO  SolarWinds.AgentManagement.ServiceCore.CertificateManagement.CertificateManager - Accepted certificate algorithm [sha384RSA], subject [CN=SWI-Orion-Agent (5A4052B0-5C1B-4477-8DD6-78652D5EC473)]
2020-10-27 13:35:32,356 [147] INFO  SolarWinds.AgentManagement.ServiceCore.Services.AgentProvisioningService - No node was found for agent:[300] with IP:[10.201.16.235] and DNS:[GRPZSRV435.helbling.wan]. Rejecting.
Multiple entries were found on AgentsManagement_Agents table.
 
AgentIdAgentGuidNodeIdNameHostnameDNSNameIPOSVersionPollingEngineIdConnectionStatusConnectionStatusMessage
29752ff64b9-46dd-4152-b504-f0118c509114523XXXXSRV435.XXXX.XXXXXXXSRV435XXXXSRV435.XXXX.XXX10.201.16.23510.0.17763.012Unable to connect to the agent
2986d292119-cbf5-4811-88f0-1f6def1f71ecNULLXXXXSRV435.XXXX.XXXXXXXSRV435XXXXSRV435.XXXX.XXX10.201.16.23510.0.17763.012Unable to connect to the agent
2990e53ec15-5987-4061-9b2f-b9b24ee23a8b516XXXXSRV435.XXXX.XXXXXXXSRV435XXXXSRV435.XXXX.XXX10.201.16.23510.0.17763.012Unable to connect to the agent
3005a4052b0-5c1b-4477-8dd6-78652d5ec473523XXXXSRV435.XXXX.XXXXXXXSRV435XXXXSRV435.XXXX.XXX10.201.16.23510.0.17763.011Connected

Resolution

Navigate to the following:

  • Settings > All Settings > Manage Agents
  • Verify that no agent is installed when you search up the node
    • If there is, delete the agents related to the node which are disconnected.
  • Try to redeploy the agent
    • Go to Manage Agents > Add Agent > Deploy the agent on my network > Select the node > Assign Credentials > Deploy Agent.
  • If the issue persists, please delete the agent on the node
    • Select the agent and delete it
  • Deploy the agent through the Web Console