17.2.6 Troubleshooting problems related to agent management
- Organization of this subsection
(1) No agent is displayed in the Agents window of PFM - Web Console.
Agents to be monitored might not be defined. Use PFM - Web Console to define the agents to be monitored. For details on defining agents, see 3. Monitoring Agents.
(2) The operating status of a server or agent is Unconfirmed or Not Supported
If the operating status of a server or an agent displayed in the System Operational Status Summary window of PFM - Web Console becomes Unconfirmed or Not Supported, perform the following procedure.
Before taking the action, check the operating status of each agent displayed in the navigation frame of the Agents window to identify which agent has an operating status of Unconfirmed or Not Supported.
The following table lists the locations to check for taking actions for each operation status.
|
Agent type |
Operating status |
Window area |
|
|---|---|---|---|
|
Server Operational Status |
Agent Operational Status |
||
|
PFM - Agent or Remote Monitor Collector service |
Unconfirmed |
N/A |
See (a). |
|
Not Supported |
N/A |
See (b). |
|
|
Remote agent |
Unconfirmed |
See (c). |
|
|
Not Supported |
See (d). |
||
- Legend:
-
N/A: Not applicable
(a) If there is a PFM - Agent or Remote Monitor Collector service whose operating status is shown as "Unconfirmed"
If there is a PFM - Agent or Remote Monitor Collector service whose operating status is shown as Unconfirmed in the Agent Operational Status area, the Status Server service is not running on the host that is running the identified agent. Start the Status Server service.
(b) If there is a PFM - Agent or Remote Monitor Collector service whose operating status is shown as "Not Supported"
If there is a PFM - Agent or Remote Monitor Collector service whose operating status is shown as Not Supported in the Agent Operational Status area, the identified agent does not support the status management function. Consider upgrading the agent to a newer version that supports the status management function.
(c) If there is a remote agent whose operating status is shown as "Unconfirmed"
If there is a remote agent whose operating status is shown as Unconfirmed in the Server Operational Status area or the Agent Operational Status area, follow the procedure below.
-
Identify the Remote Monitor Collector service that corresponds to the identified remote agent.
-
Check whether the identified Remote Monitor Collector service is running.
If the service is not running, start the Remote Monitor Collector service.
For details on how to check the operating status of services, see 1.6 Checking the status of service operations. For details on how to start the services, see 1.2.1 Starting services on the monitoring manager or the monitoring agent.
If the service is running or if the operating status of the remote agent is still shown as Unconfirmed, it is likely that the Remote Monitor Collector cannot communicate with the monitored host. Proceed to step 3.
If the operating status changes to Not Supported after starting the Remote Monitor Collector service, proceed to 17.2.6(2)(d) If there is a remote agent whose operating status is shown as "Not Supported".
-
Check the communication settings for the Remote Monitor Collector service and the monitored host.
A Remote Monitor Collector service polls its monitored host to check the operating status. If the system is configured to communicate from behind a firewall, check the firewall configuration. For details on the configuration required to allow polling communication, see the applicable appendix in the appropriate PFM - RM manual.
Check the settings for host name resolution.
(d) If there is a remote agent whose operating status is shown as "Not Supported"
If there is a remote agent whose operating status is shown as Not Supported in the Server Operational Status area or the Agent Operational Status area, follow the procedure below.
-
Identify the Remote Monitor Collector service corresponding to the identified remote agent.
-
Select the identified Remote Monitor Collector service in the navigation frame of the Services window.
-
Click Properties in the method frame and select Health Check Configurations from the tree area of the Service Properties window.
-
Change the value for Health Check for Target Hosts to Yes, and click the Finish or Apply button.
-
Wait until polling is performed again.
The default polling interval is five minutes.
If the operating status changes to Unconfirmed after the time indicated by the polling interval is reached, proceed to 17.2.6(2)(c) If there is a remote agent whose operating status is shown as "Unconfirmed".