Help Center/ Host Security Service/ User Guide (Ankara Region)/ FAQs/ Agent FAQs/ How Do I Fix an Abnormal Agent?
Updated on 2024-04-15 GMT+08:00
View PDF
Share

How Do I Fix an Abnormal Agent?

Your agent is probably abnormal if it is in Not installed or Offline state. Agent statuses and their meaning are as follows:

  • Uninstalled: No agent has been installed on the server, or the agent has been installed but not started.
  • Offline: The communication between the agent and the server is abnormal. The agent on the server has been deleted, or a server is offline.
  • Online: The agent on the server is running properly.

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. 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 "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 network is normal.

    • If yes, go to 4.
    • If no, ensure the security group of your server allows access to port 10190 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.

Parent topic: Agent FAQs