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Home > Success Center > Log & Event Manager (LEM) > Windows agents cannot communicate with the LEM server

Windows agents cannot communicate with the LEM server

Overview

Security restrictions in Microsoft Windows may prevent a new LEM agent from communicating with the LEM server and displaying in the LEM Admin Console. 

Environment

  • Servers running Microsoft® Windows Server® 2008, 2012, and 2016
  • Workstations running Windows® 7, 8, and 10 
  • LEM agents 6.x.x
  • Remote Windows agent installer
  • Local agent installer 

Steps

  1. Download the Windows agent from the SolarWinds Customer Portal.

    The agent version usually corresponds with the LEM version.

  2. Log in to the LEM Console as an administrator.
  3. Click Manage > Nodes.

    manage-nodes.png

  4. In the Nodes toolbar, click Add Node.

    add-node.png

  5. Select Agent Node.

    agent-node.png

  6. Install the agent using the short or comprehensive install procedure listed below. 

Short install

  1. Stop the agent service named Contego_SPOP
  2. Navigate to Windows Programs & Features.
  3. Uninstall the current agent.
  4. Copy the installer to your local hard drive.
  5. Right-click the installer and select Run as administrator,.
  6. Install the agent. 

Comprehensive install

  1. Navigate to Programs & Features.
  2. Remove the existing agent.

    You can also use the Remote Agent Uninstaller, which also deletes the agent directory.

  3. Stop the agent service (if it exists and is running) named Contego_SPOP.
  4. Remove the agent directory located at:

    C:\Windows\sysWOW64\ContegoSPOP\

  5. In the LEM Console, click Manage > Nodes.
  6. Remove the agent and duplicate nodes from the agent list. 

    If you encounter any issues during the un-install, verify that you are using the latest agent un-installer. On rare occasions, you may need to install over the top of the existing agent to complete the un-install.

  7. Verify that the new agent you downloaded from the Customer Portal matches your LEM version. 
  8. Install the new agent.
  9. Copy the agent (local or remote) to your local hard drive. 

    You cannot install the agent through the network using the Run as administrator method. 

  10. If you are installing the agent on a Windows 10 computer or a Windows Server 2016 server, double-click the installer.

    If you are installing the agent on a Windows 7 or 8 computer or a Windows Server 2012 server, right-click the installer and select Run as administrator.

    If for some reason the agent is not communicating to LEM because of Windows settings, try the local installer or select Windows 7 compatibility and Run as administrator for the install.

  11. In the LEM Admin Console, click Manage > Nodes. 
  12. Locate the connector for the agent.
  13. Perform one of the following procedures:
    • Click gear.png and select Connectors to configure a connector for the agent. 
    • Click Build > Groups and place the connector in a Connector Profile. 
  14. Click Manage > Nodes and verify that the new agent does not have any duplicates in the Nodes list.
  15. Click Explore > nDepth.
  16. Click Event Groups and select Any Alert.
    any-alert2.png
  17. Under Fields: Any Alert, drag DetectionIP to the search field.
    any-alert-search.png
  18. Enter the hostname in the empty block next to the pencil.
  19. Select a search time from the last 10 minutes through the last day.
    This process will verify the receipt of data from the agent. 
    last-ten-minutes.png
  20. Click search.png to begin the search. 

Additional troubleshooting

  1. Verify that:
    • Windows Firewall (public or private) is disabled. The firewall can block agent communications with LEM.
    • Anti-virus is disabled. 
  2. Verify the connection to LEM on the agent port.

    Open a command prompt window and execute:

    telnet swi-lem 37890

    Port 37891 and 37892 are used for secure LEM communications. 

    If DNS cannot resolve the hostname (for example, swi-lem), use the LEM IP address.

  3. If communications are not possible, contact SolarWinds Support

 

 

 

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