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 Supported OSs.

• 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. Check whether the agent status remains Offline on the console for more than 10 minutes after the agent was installed.
   • If yes, go to 2.
   • If no, wait until the agent goes online. No further action is required. After the agent was 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 Supported OSs.
   • 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 network is normal.
   • If yes, go to 4.
   • If no, ensure the security group of your server allows access to port 10180 of the 100.125.0.0/16 CIDR block in the outbound direction and the server can access the network. After the server can access the network, check the agent status.

4. Restart the agent process.
   • 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:

     service hostguard restart

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

     root@HSS-Ubuntu32:~#service 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.