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 server memory is insufficient.
• 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. Check whether the available memory of the server is greater than 300 MB.
   • If yes, go to 5.
   • If no, the agent will go offline due to insufficient server memory. After the capacity expansion is complete, the agent will go online again.

5. 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:

     /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.