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Home > Success Center > Log & Event Manager (LEM) > Troubleshoot LEM agent connections, 32-bit

Troubleshoot LEM agent connections, 32-bit

Created by Interspire Import, last modified by Geoffrey Layton on Sep 14, 2016

Views: 110 Votes: 2 Revisions: 9

There are a number of reasons why a LEM Agent might not connect to your LEM appliance. The following troubleshooting procedures can help you work around the most common causes:

 

I. Verify the computer is still in your environment.
II. Verify the computer is on.
III. Verify 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.

On Windows hosts:

  1. Open Control Panel > Administrative Tools > Services.
  2. Navigate to SolarWinds Log and Event Manager Agent.
  3. Click Start (green Play button) if the LEM Agent is not running.

On Linux hosts:

  1. Run ps ax | grep contego in a CLI terminal.
  2. Look for ContegoSPOP.
  3. If the LEM Agent is not running, run sudo /etc/init.d/swlem-agent start.
  4. Enter the root password if necessary.

On Mac hosts:

  1. Run ps ax | grep -i trigeo in a CLI terminal.
  2. Look for SWLEMAgent.
  3. Run launchctl load /Library/LaunchDaemons/com.trigeo.trigeoagent.plist. if the LEM Agent is not loaded.
IV. Verify a firewall is not blocking the 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
V. Check the LEM Agent is running the current version of the software

The current version of the LEM Agent software is 5.3.1.

The following are steps to check the version of a LEM Agent:

  1. Open the most recent copy of spoplog.txt
    • Windows: C:\Windows\system32\ContegoSPOP\
    • Linux: /usr/local/contego/ContegoSPOP/
    • Mac: /Applications/TriGeoAgent/
  2. in a text editor from the installation folder:
  3. Search for Release in the text editor.
  4. The most recent entry reflects the current version running on your system.
    For example:
  5. TriGeo Agent (Release 5.3.1)
VI. Reset the LEM Agent's certificate

The following steps can correct the connection issues. Symptoms include:

  • Intermittent connectivity
  • Inability to upgrade the LEM Agent software.
  • General failure to connect. 
Contact Support if all conditions have been verified, and symptoms still continue.

On Windows hosts:

  1. Stop the SolarWinds Log and Event Manager Agent service in Control Panel > Administrative Tools > Services.
  2. Delete the spop folder in C:\Windows\system32\ContegoSPOP\.
    Important: Do not delete the ContegoSPOP folder.
  3. 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 then click Delete.
  4. Restart the LEM Agent service.

On Linux hosts:

  1. Stop the swlem-agent service: /etc/init.d/swlem-agent stop
  2. Delete the spop folder: rm -Rf /usr/local/contego/ContegoSPOP/spop
  3. 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 then click Delete.
  4. Restart the swlem-agent service: /etc/init.d/swlem-agent start

On Mac hosts:

  1. Unload swlemagent.plist: launchctl unload /Library/LaunchDaemons/com.swlem.swlemagent.plist
  2. Delete the spop folder: rm -Rf /Applications/TriGeoAgent/spop
  3. 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 then click Delete.
  4. Reload swlemagent.plist: launchctl load /Library/LaunchDaemons/com.swlem.swlemagent.plist
VII. Check LEM Agent ports
Having the Manager ports (37890-37892) open on the FW, and Agent ports (37893-37896) closed could result to Telnet being able to connect and Agent not being able to connect.

Do the following to determine that your firewall is set up correctly:

  1. From a command line, telnet from the Agent to port 37892 on LEM.
  2. Run a netstat command.
  3. Stop the LEM Agent.
  4. Modify the LEM Agent’s spop.conf file by adding the following 4 lines.
    Note:
    This process works best if you open Wordpad 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
  5. Restart the LEM agent.

VIII.  Contact Support

If this article does not resolve the issue, open a ticket with SolarWinds Support for further assistance. Please be prepared with the the following information:

  • 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.
  1. VI. Reset the LEM Agent's certificate
  2. VII. Check LEM Agent ports
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