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Home > Success Center > Log & Event Manager (LEM) > Troubleshoot LEM agent connections, 64-bit

Troubleshoot LEM agent connections, 64-bit

Overview

This article provides troubleshooting steps to help you work around the most common causes when a LEM Agent cannot connect to your LEM appliance.

Environment

All LEM versions

Steps

 

  • Verify that the computer is still in your environment.
  • Verify that the computer is turned on.
  • Verify that the LEM Agent service is running:

The LEM Agent runs as a service on the host operating system. Ensure the service is running on the host using one of the following (or similar)  procedures:

Windows host

a. Open the Control Panel > Administrative Tools > Services.

b. Search for SolarWinds Log and Event Manager Agent.

c. If the LEM Agent is not running, click Start (green Play button).

Linux host

a. Run ps ax | grep contego  in a CLI terminal.

b. Search for ContegoSPOP.

c. If the LEM Agent is not running, run sudo /etc/init.d/swlem-agent start.

d. Enter your root password if necessary.

Mac host

a. Run ps ax | grep -i trigeo in a CLI terminal.

b. Search for SWLEMAgent.

c. If the LEM  Agent is not laoded, run launchctl load /Library/LaunchDaemons/com.trigeo.trigeoagent.plist.

 

  • Verify a firewall is not blocking your connection.

The LEM Agent relies on the following ports to communicate with the LEM appliance . Ensure you have the proper exceptions in place for any firewall between a LEM Agent and the LEM appliance.    

  • 37890-37892: Traffic from LEM Agents to the LEM appliance.
  • 37893-37896: Traffic from the LEM appliance to LEM Agents.

 

  • Verify the LEM Agent is running the current version of the software.
  • 5.3.1 is the LEM Agent software for versions 5.3.1 to 5.7.
  • 5.7 is the LEM Agent Software for version 5.7.

To check your LEM Agent version:

a. Open the most recent copy of spoplog.txt.

  • Windows: C:\Windows\SysWOW64\ContegoSPOP\
  • Linux: /usr/local/contego/ContegoSPOP/
  • Mac: /Applications/TriGeoAgent/

b. In a text editor from the installation folder: 

  • Search for Release.
  • The most recent entry should reflect the current version running on your system. For example, TriGeo Agent (Release 5.3.1).

 

Reset the LEM Agent certificate

This procedure corrects connection issues caused by the following:

  • Intermittent connectivity
  • Inability to upgrade the LEM Agent software
  • General failure to connect

If you have verified all previous conditions and you are experiencing any of the symptoms: 

Windows host

a. Stop SolarWinds Log and Event Manager service in Control Panel > Administrative Tools > Services.

b. Delete the spop folder in C:\Windows\SysWOW64\ContegoSPOP\.

    Note: Do not delete the ContegoSPOP folder.

c. Delete the entry for the affected LEM Agent in the Manage > Nodes pane in the LEM console. Click the gear icon, next to the     entry, and click Delete.

d. Restart the LEM Agent service.

Linux host

a. Stop the swlem-agent service: /etc/init.d/swlem-agent stop.

b. Delete the spop folder: rm -Rf /usr/local/contego/ContegoSPOP/spop.

c. Delete the entry for the affected LEM Agent in Manage > Nodes pane in the LEM console. Click the gear icon, next to the           entry, and then click Delete.

d. Restart the swlem-agent service: /etc/init.d/swlem-agent start.

Mac host

a. Unload swlemagent.plistlaunchctl unload /Library/LaunchDaemons/com.swlem.swlemagent.plist

b. Delete the spop folderrm -Rf /Applications/TriGeoAgent/spop.

c. Delete the entry for the affected LEM Agent in Manage > Nodes pane in the LEM console. Click the gear icon, next to the           entry, and then click Delete. 

d. Reload swlemagent.plist: launchctl load /Library/LaunchDaemons/com.swlem.swlemagent.plist

 

Reset LEM Agent ports

If telnet can connect but the agent cannot, the probable cause is that manager ports (37890-37892) are opened on the FW but agent ports (37893-37896) are not. 

a. From a command line, telnet from the Agent to port 37892 on LEM.

b. Run a netstat command and note the source port used by the telnet client.

c. Stop the LEM Agent.

d. Modify the LEM Agent’s spop.conf file by adding the following lines:

Note: This process works best if you open a text editor and run as an administrator. The process also assumes ports 65320-65323 are available for use.

  • AgentLowPort=65320
  • AgentHighPort=65321
  • com.solarwinds.lem.communication.agentLowPort=65322
  • com.solarwinds.lem.communication.agentHighPort=65323

e. Restart the LEM Agent. 

 

Contacting Support

If you are unable to resolve your issue using this article, open a ticket with SolarWinds Support for further assistance. Please be prepared to provide the following once you are in touch with a representative:

  • The exact operating system the host computer is running
  • The version of your LEM components:
    • Agent installer
    • LEM appliance
    • LEM Console
  • The most recent copy of spop.log from the Agent installation folder.

 

Last modified
02:30, 6 Jul 2017

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