N-central Help

KBA20001: My new Probe/Agent is stale

Knowledge Base Article #:

20001

Applicable Versions:

N-central 6.5, 6.7, 7.x, 8.x, 9.x

Date Created/Updated:

April 27, 2011

Introduction

  • All services monitored by this Probe or Agent are stale
  • This is the first Probe or Agent that I have installed at this network location

Scenario 1: Probe/Agent was installed with incorrect configuration

In the N-central Administrator Console (NAC), navigate to "Default Settings" under the Central Sever heading. Verify that the "Initial Endpoint IP" and "Server Endpoint Address" fields both reflect the Public IP address and/or FQDN of the N-central server. If you have made any changes, be sure to check the "Propagate" box next to any fields you have updated. Click OK to save and propagate these settings.

The above steps ensure that any subsequent Probes/Agents you install will have the correct network configuration. The Stale Probes or Agents are not currently able to communicate with the N-central server, so they will not be able to receive the updated settings. Corrective measures will still need to be taken in order to rectify this.

Corrective measures for Probe

  1. Click Start then click on Run and type in services.msc
  2. STOP the Windows Software Probe Watchdog service.
  3. STOP the Windows Software Probe service.
  4. STOP the Windows Software Probe Syslog service.
  5. Open the file C:\Program Files\N-able Technologies\Windows Software Probe\config\ServerConfig.xml in Notepad.
  6. Locate the "<ServerIP>" line
  7. Modify the value in this line to reflect your N-central server’s Public IP/FQDN
  8. Save and close the file
  9. In the services list, Start the Windows Software Probe Watchdog service, Windows Software Probe service, and the Windows Software Probe Syslog service.

Corrective measures for Agent

  1. Click Start then click on Run and type in services.msc
  2. STOP the Windows Agent Watchdog service.
  3. STOP the Windows Agent service.
  4. Open the file C:\Program Files\N-able Technologies\Windows Agent\config\ServerConfig.xml in Notepad.
  5. Locate the "<ServerIP>" line
  6. Modify the value in this line to reflect your N-central server’s Public IP/FQDN
  7. Save and close the file
  8. In order for the Agent to take the new settings from the configuration file, its services need to be restarted.
  9. Load the Services list (Run command > services.msc)
  10. STOP the Windows Agent Watchdog service.
  11. STOP the Windows Agent service.
  12. START the Windows Agent service.
  13. START the Windows Agent Watchdog service.

Scenario 2: Probe/Agent is configured to communicate over a port that is being firewalled

Probe

  • Open the file c:\program files\n-able technologies\windows software probe\config\ServerConfig.xml

Agent

  1. Open the file c:\program files\n-able technologies\windows agent\config\ServerConfig.xml
  2. Please verify these two lines: <Protocol> and <ServerIP>
  3. Locate the line <Protocol>
  4. Locate the line <Port>
  5. Ensure that the settings specify either Protocol is HTTP and Port is 80, or Protocol is HTTPS and Port is 443. If otherwise, please see scenario 3
  6. Open the command prompt (Run > cmd)
  7. Telnet to the n-central server on the respective port, to ensure that connectivity can be established.

Port 80/HTTP

  • telnet (Public IP of ncentral server) 80

Port 443/HTTPS

  • telnet (Public IP of ncentral server) 443

If a connection cannot be established, please ensure that the respective port is allowing inbound connections from this network, on the firewall that N-central is behind.

Scenario 3: Probe/Agent is configured to communicate over a Protocol that does not match the Port number

  1. In the N-central Administrator Console (NAC) please navigate to "Default Settings" under the Central Sever heading.
  2. Please ensure that each section on this page has the “Protocol” configured to HTTP and “Port” configured to 80, or the “Protocol” configured to HTTPS and “Port” set to 443.
  3. Please check the “Propagate” checkbox next to any fields you modify
  4. Click OK

This will ensure that any subsequent Probes/Agents you install will have the correct settings.

As the Stale Probes/Agents are not currently able to communicate with the N-central server, they will not be able to receive the updated settings. Corrective measures will still need to be taken in order to rectify this.

Corrective measures for Probe/Agent

Probe
  • Open the file c:\program files\n-able technologies\windows software probe\config\ServerConfig.xml
Agent
  1. Open the file c:\program files\n-able technologies\windows agent\config\ServerConfig.xml
  2. Locate the line <Protocol>
  3. Locate the line <Port>

Please ensure that the settings specify either Protocol=HTTP and Port=80, or Protocol=HTTPS and Port=443. If otherwise, please modify accordingly and restart the Probe/Agent services:

Restart Probe Services
  1. Load the Services list (Run command > services.msc)
  2. STOP the Windows Software Probe Watchdog service.
  3. STOP the Windows Software Probe service.
  4. STOP the Asset Discovery service
  5. STOP the Interface Discovery service
  6. Right click the services above except the Windows Software Probe Watchdog service.
  7. Click Properties
  8. Click the Log On tab
  9. If this probe is on a Domain, ensure that the the “This Account” radio is selected
  10. In the “This Account” field, enter the domain name, a backslash, then the Domain Administrator account name.
  11. Please enter and confirm the password.
  12. IT IS VERY IMPORTANT to re-enter the password even if you have already provided the Probe with these credentials.
  13. START the Windows Software Probe service.
  14. START the Windows Software Probe Watchdog service.
Restart Agent services
  1. Load the Services list (Run command > services.msc)
  2. STOP the Windows Agent Watchdog service.
  3. STOP the Windows Agent service.
  4. START the Windows Agent service.
  5. START the Windows Agent Watchdog service.