Troubleshooting

This article covers:

• TCP or HTTPS Connection Failure To Cloudamize Server
• Incorrect Security Permission
• Invalid Customer Key
• Debugging Failed Agent Installation
• Manual Cancellation of Cloudamize Windows Agent Installation
• Command-Line Installation and Application Warning/Error Log
• Invalid File or Wrong Installation Path
• Curl not Working Properly
• Installation succeeds but machines do not appear on Inventory Settings page or data collection is inactive  

TCP or HTTPS Connection Failure To Cloudamize Server

When you encounter the following error messages, you need to check network connections to our Cloudamize server manually.

• TCP connection failure
  • 

• HTTPS connection failure

  • 

Diagnosis of Network Connection

• Ping test
  • Run Command Prompt: Ctrl + R and type in cmd
  • Run ping command

    ping 104.197.11.97

    if you're using our US infrastructure, and

    ping 35.198.133.35

    if using our EU infrastructure
  • If a connection with this command fails (e.g., output: Request timed out.), please check the list below.
    • A host firewall is blocking the outbound ICMP connection to 104.197.11.97 (US) and 35.198.133.35 (EU)
    • A network firewall (e.g., firewall in a gateway host or a router) is blocking it.
    • A firewall on Cloudamize server is blocking the inbound ICMP connection from the host.
    • Cloudamize server is down.

• TCP connection test
  • Run telnet command. Telnet is not installed by default in some windows version. In that case, please follow the instructions shown in http://technet.microsoft.com/en-us/library/cc771275(v=ws.10).aspx

    telnet 104.197.11.97 443

    if you're using our US infrastructure, and

    telnet 35.198.133.35 443

    if using our EU infrastructure
  • If a connection with this command fails (e.g., output: Connecting To 104.197.11.97...Could not open connection to the host, on port 443: Connect failed), please check the list below.
    • A host firewall is blocking the out-bound TCP connection to 104.197.11.97 and port 443.
    • A network firewall (e.g., firewall in a gateway host or a router) is blocking it.
    • A firewall on Cloudamize server is blocking the in-bound TCP connection from the host.
    • Cloudamize server is down.

• HTTPS connection test (for EU infrastructure replace IP with 35.198.133.35)
• Test with a web browser.
  • Go to https://104.197.11.97/cxf/test
  • If you see a certificate error (e.g., Chrome: "Your connection is not private"), it means that HTTPS connection was successful. 
    • To retrieve an actually web page from that URL, click "Advanced" and then click "Proceed to 104.197.11.97 (unsafe)"
    • The web page will show "Server is up and running!".
  • If you see a page error (e.g., Chrome: "This webpage is not available"), the HTTPS connection failure occurred. please check the list below.
    • A host firewall is blocking the out-bound HTTPS connection to 104.197.11.97 and port 443.
    • A network firewall (e.g., firewall in a gateway host or a router) is blocking it.
    • A firewall on Cloudamize server is blocking the in-bound HTTPS connection from the host.
    • Cloudamize server is down

• Test with curl program
• • To do this, note that you should not cancel the Cloudamize Agent Installation.
  • Run Command Prompt as administrator: Right clicking on Command Prompt and selecting "Run as administrator".
  • Go to the following directory
    • 32 bit machine: cd C:\Program Files
    • 64 bit machine: cd C:\Program Files (x86)
  • Take ownership of Cloudamize directory where curl.exe exists, grant directory security permission, and go to Cloudamize directory.

    takeown /F Cloudamize /R /D y icacls Cloudamize /grant administrators:F /T cd Cloudamize

  • Run curl command

    curl -k https://agentmanager1.cloudamize.com/cxf/test

     for US infrastructure, and

    curl -khttps://agentmanager-de.cloudamize.com/cxf/test

    for EU infrastructure
    • The output of the command should be as follows
      • Server is up and running!
    • If not, the HTTPS connection failed. An example output of the command with connection errors is as follows.
      • curl: (7) Failed to connect to 54.245.118.152 port 443: Timed out
    • If this command fails, please check the list mentioned above in "Test with a web browser".

Case 1: The user that executes the msi file does not have any permission to execute it.Check the permission on the msi file: Right-click on the msi file and click properties. Go to Security tab and check the user has permission in Group and user names. If the permissions are not set correctly, the following error message will be generated when trying to install the msi file. Subcase 1) Command-line installation: access to the msi file will be denied.

Subcase 2) Double-click the msi file or run msiexec -i CloudamizeAgent.msi

Solution: Add the user account to Group and user names in Security tab.

Case 2: The permission to the system account is denied.Check that the system account is denied in the Security tab. If it is denied, the Windows Installer will generate the following error.
Security tab with the system account denied

Windows Installer error message

Windows Installer error message when clicking the Cancel button.

Solution:  Give Full control permission to the system account on the msi file.

Invalid Customer Key

Problem: During the installation of the Cloudamize Windows Agent, you see this error:

Solution: Please check that you entered the correct customer key that was provided to you on the Cloudamize website registration page:

• If you are still not able to connect after going through these steps, please contact helpdesk@cloudamize.com for further assistance.

Debugging Failed Agent Installation

AgentUtility.exe

AgentUtility.exe.config

Manual Cancellation of Cloudamize Windows Agent Installation

When running the Cloudamize agent MSI file, Windows Installer processes (msiexec.exe) are created. To manually cancel the agent installation, do the following steps.

1. Manually kill the msiexec.exe process where its command line includes "/i <MSI file>" information.

   1. To check the command line of the process, 
      1. Case 1: Run Task Manager. Right click on Name column. Click "Select columns". Select "Command line".
      2. Case 2: Run Task Manager. Click "View" menu and click "Select columns". Select "Command Line".
      3. Case 3: Download Process Explorer (https://technet.microsoft.com/en-us/sysinternals/processexplorer.aspx) and run it to see the command line.
   2. To kill a process,
      1. Run Task Manager. Click Processes (or Details). Find the process in Name (or Image Name) column. Click the process. Click "End task" button in the right lower corner.
2. Manually kill all other msiexec.exe processes.

Note that if you follow the second instruction first, the Cloudamize agent will be installed incorrectly. So be careful to keep the correct order above.

Command-Line Installation and Application Warning/Error Log

When the Cloudamize Windows Agent MSI file is installed by the command-line with silent mode, how to determine whether the installation was successful or failed? With successful installation, Programs and Features in Control Panel will show Cloudamize Windows Agent entry. If not, please check Application Warning or Error messages in Event Viewer.

To see the warning/error messages generated by Cloudamize Windows Agent Installation, please filter the messages using "Cloudamize Windows Installation" event source (click Filter Current Log to select this event source in Event sources). The following screenshot shows all Application Warning/Error messages belonging only to Cloudamize Agent Installation event source.

Here is one of warning messages.

Here is one of error messages.

When you find a warning or error message in Event Viewer, please follow the instructions to fix the installation problem.

Invalid File or Wrong Installation Path

Problem: During the installation of the Cloudamize Windows Agent, you see this error:

Solution:

• If you are installing from the command line please check that the command line does not include an extra ".\" in front of the installer filename:

  msiexec /i <Name of the downloaded .msi> customerkey=xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx /qn

• If you are experiencing the same problem please re-download the installer and go through the installation steps.
• If you are still seeing the same error message, or you are not able to see your machines in the list of available machines on the Cloudamize webpage:

  • Please contact helpdesk@cloudamize.com for further assistance.

  • Please run the following command and send the installation log file ( install_log.txt ) to helpdesk@cloudamize.com. 

    msiexec /i Cloudamize-Windows-Agent.msi customerkey=xxxxxxxxxx /qn /lvx* install_log.txt

Curl not Working Properly

Problem:

• During the installation of the Cloudamize Windows Agent, you see this of these errors:

  • Registration error: curl exit Code: xx 

• • AND the curl error exit code is bigger than 89
    • Curl exit error codes: http://curl.haxx.se/libcurl/c/libcurl-errors.html
      

Solution:

• The curl version that the agent is attempting to use might not be compatible with your operating system version:

• 1. To test this scenario, please re-install the Cloudamize Agent previously used steps.

  2. When getting the error above, please leave that installation window open, and open a command line prompt.

  3. Test that the curl version that is shipped with the Cloudamize Agent is compatible with your operating system environment. 

     "C:\Program Files (x86)\Cloudamize\curl.exe" -v104.197.11.97:443

• • If you are unable to connect or the Curl executable is not able to run, please provide us at helpdesk@cloudamize.com, with the following operating system level information along with the Curl exit code to better help troubleshoot your particular issue:

    Operating System Characteristics	Helper Command
    OS version	C:\>ver Microsoft Windows [Version x.x.x]
    .NET version	C:\>dir %windir%\Microsoft.NET\Framework\ | find "v"
    Architecture	C:\>echo %processor_architecture%

• In case you need help with the previous steps or have any question, please contact helpdesk@cloudamize.com for further assistance.

Installation succeeds but machines do not appear on Inventory Settings page or data collection is inactive

Problem:

• The Cloudamize Windows Agent installation succeeded, but you are not able to see the machines on the Cloudamize configuration webpage or the Agent Status is SLEEPING.

Solution:

• Please check that the Cloudamize Agent Components are running:
  • Run the following command to list the running services on your machine: 

• If you do not see these services in your list of started services, then please start these services manually:

• If you are still not able to see your machines in the list of available machines on the Cloudamize webpage:

  • Check that your machine is still permitted to send outbound traffic to Cloudamize servers on port 443:

    Using Curl:

    curl.exe -v https://104.197.11.97:443

    • Note: Curl is not installed by default in some windows version, please follow these steps here to install curl on your machine:

    • http://curl.haxx.se/download.html

    Using Telnet:

    telnet 104.197.11.97 443

    • Note: Telnet is not installed by default in some windows version, please follow these steps here to install telnet on your machine:

    • http://technet.microsoft.com/en-us/library/cc771275(v=ws.10).aspx

  • If unable to connect please check that your network firewall allows outbound traffic on 443 to 104.197.11.97

• If you are still not able to see your machines in the list of available machines on the Cloudamize webpage:
  
  • Please contact helpdesk@cloudamize.com for further assistance.

  • Please send the Cloudamize agent log file (log_backup.txt) helpdesk@cloudamize.com:

    • Depending on your setup and operating system version the possible locations are: 

      • C:\Program Files (x86)\Cloudamize\log_backup.txt (64bit)
      • C:\Program Files\Cloudamize\log_backup.txt (32bit)
      • C:\ProgramData\Cloudamize\LOG\log_backup.txt
      • C:\Documents and Settings\All Users\Application Data\Cloudamize\LOG\log_backup.txt

Still having installation failure?

Please run Command Prompt as Administrator, type in the following command, and send us msi_log.txt file.

  msiexec /i <downloaded MSI file> CUSTOMERKEY="your key" /qn /l*vx msi_log.txt