Common Agent/Datasource Connectivity Issues

Randall Berg -

Are you having issues successfully completing a test connection using the BrightGauge agent or your Datasource page?  Can't get the service to start?  No worries, you're not alone.  Here are a few common errors we've seen and some troubleshooting tips: 

 

 

Datasource Page Errors

"Unable to Connect To Agent"

This is the #1 error our clients see returned on their Datasource settings page. This is typically due to the agent service being stopped or an interruption in communication with the agent. Typical causes for this include:

  1. The machine that hosts the agent being restarted and the BrightGauge agent service not set to automatically restart. 
  2. Firewall changes.
  3. A network address change. (ex. Public IP address or local IP address change)

(If this error is appearing, please note that all the database fields on the datasource setting page will be blank and will have to be re-entered once the agent is reconnected. This is due to the fact that BrightGauge does not store these field for security purposes. They are stored locally on your network with the agent.)

To fix the issue, confirm that your agent is up and running correctly. Review all of the fields entered on the agent, along with the settings on the datasource pages of your account.

**Please note if you need to make any changes to the configurations of your Datasources, simply update the current settings on your account. Do not delete/re-add the datasource from your account, as doing so will delete all datasets and gauges tied to it.

 

"No such host is known"

This is an error caused when trying to connect to a SQL database that is running multiple instances. Our following article outlines a few different fixes to this issue.

MS-SQL error: No such host is known - (Named Instances)

 

"Connection Aborted. error(104, 'Connection Reset by Peer')"

This error has been encountered only a few times. These cases were investigated and the agents were found in a weird state; once caused by a server migration, a few others by a server crash. Basically the agent install becomes corrupt/invalid, and the datasource connection can no longer communicate with it and returns this error. To fix this, simply uninstall the agent completely from the host and conduct a fresh install. The latest version of our agent can be downloaded from the datasource's settings page on your account. 

 

 

 

Agent Errors

"Cannot Start Service" or "Cannot Access Registry Value"

This is a permissions issue.  Starting with Windows Vista and Server 2008, Windows requires programs to "run as administrator" for certain levels of operation even if you're using an administrator account.  If you're getting this error from the agent manager, close the manager, right click on the icon, go to properties, compatibility, run as administrator (usually at the bottom of the list).  Click apply and then save.  Re-open the manager and you should be good to go.

 

Connection Timeout

This is the #1 error that our clients see returned by the agent.  This is typically a firewall exception issue and here are a few tips:

  1. Make sure that the firewall exception that has been created has been accepted and/or turned on.  Sometimes firewall rules have new exceptions not automatically turn on.
  2. It might take some time for the firewall exception to come into effect.  There might be a separate table of active exceptions that refreshes only so often or requires a firewall restart to update.  If this is the case for you, please allow for the time required to lapse or restart your firewall service
  3. We're finding more and more that the Windows Firewall service for Windows Server 2008 and later is blocking connections even when turned off.  Please create an advanced exception for an inbound TCP rule for the port you've selected to use
  4. If all values seem correct and you're still getting this error on test connection, click 'Save & Start Service' and then go to your BrightGauge portal to add the connection.  Sometimes the test connection can fail, but we can still connect through the portal with some unique agent configurations.

 

Connection Refused

In our experiences this is a NAT Routing issue.  When you have successfully created the firewall exception, but fail to point it to the correct machine, you'll get this error in response.  Please make sure that the firewall exception is pointed to the machine that the agent is installed on using the correct port you have chosen.

 

"Socket Connection Succeeded, But We Cannot Ping the Agent"

This error is often because you created a firewall exception and limited it to a range of IP addresses.  Please make sure to check the firewall exception and that it's open to either all IP addresses or just our IP addresses.  You can find our IP addresses next to the link to download the agent (blurred out here for security): 

Ip_Addresses.png 

 

(Error:500) Internal Service Error 

This error can be returned for a few reasons. Here are a few tips:

  1. Ensure that the latest version of our agent is installed. To distinguish the agent version, our old agent still bears our old logo:  


    The latest version of our agent can be downloaded from the datasource's settings page on your account. 



  2. There's a possibility that there's an issue with the inputs entered being invalid. Please recheck all fields (type and not paste the values, as pasting can introduce unwanted spaces) and double check the firewall (some firewalls require restarting or time before rule changes take effect).
     
  3. If all values seem correct and you're still getting this error on test connection, click 'Save & Start Service' and then go to your BrightGauge portal to add the connection.  Sometimes the test connection can fail, but we can still connect through the portal with some unique agent configurations.

 

Hopefully these help!  Remember that after you successfully run a test connection, click on Save & Start Service if this is the first time you've run the agent or recently made changes. 

 

If you're still having issues, please do not hesitate to let us know by contacting us at support@brightgauge.com

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