How Do I Fix an Abnormal Agent?

Possible Causes

• The agent status on the console is not updated.

  The agent status has not been updated. After the agent is installed, it takes 5 to 10 minutes for the console to update its status.

• OS version not supported.

  For details, see "Constraints" in "Service Overview".

• The network is faulty.

  The agent or the cloud protection center is abnormal. For example, the NIC is faulty, the IP address changes, or the bandwidth is low.

• The agent process is abnormal.

Solution

1. The agent has been installed on the server for more than 10 minutes, but the agent status on the console is Offline or Not installed.
   • If yes, go to 2.
   • If no, wait until the agent goes online. No further action is required. After the agent is installed, it takes 5 to 10 minutes for the console to update its status.

2. Check whether your server OS is within the scope of support in "Constraints" in "Service Overview".
   • If yes, go to 3.
   • If no, the HSS agent cannot be installed or run on your server. Upgrade the OS to a version supported by HSS and try again.

3. Check whether the server can access the network.
   • If yes, go to 4.
   • If no, restore its network connection, then check its agent status on the console.

4. Check whether the security group of your server allows outbound access to port 10180 in the 100.125.0.0/16 CIDR block.
   • If yes, go to 5.
   • If no, allow access to the port, wait for about 3 minutes, then go to the HSS console to check the agent status. For details about how to view and modify a security group, see Modifying a Security Group.

5. Check whether the disk capacity of the server destined for agent installation is greater than 300 MB.

   On a Linux server, the agent is installed in the /usr/local/hostguard/ directory by default. Check whether the remaining capacity of the disk partition where the directory is located is greater than 300 MB. On a Windows server, the agent is installed in the C:\Program Files\HostGuard directory by default. Check whether the remaining capacity of drive C is greater than 300 MB.

   • If yes, go to 6.
   • If no, the agent will go offline due to insufficient server memory. After the capacity expansion is complete, the agent will go online again.

6. If the agent process is abnormal, perform the following operations to restart it:
   • Windows
     1. Log in to the server as user administrator.
     2. Open the Task Manager.
     3. On the Services tab page, select HostGuard.
     4. Right-click the service and choose Restart.
   • Linux

     Run the following command in the CLI as user root to restart the agent:

     /etc/init.d/hostguard restart

     If the following information is displayed, the restart is successful:

     root@HSS-Ubuntu32:~#/etc/init.d/hostguard restart
     Stopping Hostguard...
     Hostguard stopped
     Hostguard restarting...
     Hostguard is running

   After the process is restarted, wait for about 2 minutes.

   • If the agent status is Online, no further action is required.
   • If the agent status is still Not installed or Offline, uninstall the agent and install it again.
     1. For details about the uninstallation method, see How Do I Uninstall the Agent?

        After the uninstallation is complete, wait for 5 to 10 minutes, ensure that the server is displayed on the Server Install & Config > Agents > Servers Without Agents page of the HSS console, and then install the agent.

     2. For details about how to install an agent, see Installing the Agent on Servers.