Help Center/ ServiceStage/ FAQs/ Infrastructure/ What Do I Do If the VM Agent Is Offline?
Updated on 2025-08-25 GMT+08:00

What Do I Do If the VM Agent Is Offline?

Symptom

The agent has been installed but is offline and does not work.

Solution

  1. Log in to the ECS with the offline VM agent. For details, see Logging In to an ECS.
  2. Run the following commands to find out the Authorization Model selected during the VM agent installation.

    cd /opt/servicestage-agent

    cat servicestage-agent.conf

    • If the returned AK and SK values are empty, Authorization Model is Agency. Go to 3.
    • If the returned AK and SK values are not empty, Authorization Model is AKSK. Go to 4.

  3. If Authorization Model is Agency:

    1. Log in to the cloud server console.
    2. Choose Elastic Cloud Server and click the ECS with the offline VM agent.
    3. In the Management Information area under the Basic Information tab, view the IAM agency bound to the ECS.
    4. Log in to the Identity and Access Management (IAM) console.
    5. Choose Agencies and click the agency from 3.c.
      1. On the Basic Information tab, check whether Cloud Service is ECS.
      2. On the Permissions tab, check whether the permission is Tenant Administrator.

      If both are yes, go to 5.

      If either is no, modify an agency and go to 3.f.

    6. Log in to the ECS with the offline VM agent. For details, see Logging In to an ECS.
    7. Run the following commands to restart the agent, where x.x.x is your actual servicestage-agent version.

      cd /opt/servicestage-agent/servicestage-agent-x.x.x

      su agent ./servicestage-agent.sh restart

  4. If Authorization Model is AKSK:

    1. Obtain the AK or SK with the correct permissions or create new AK or SK. For details, see Access Keys.
    2. Log in to the ECS with the offline VM agent. For details, see Logging In to an ECS.
    3. Run the following commands to change the AK and SK values in the configuration file, and save and exit the file.

      cd /opt/servicestage-agent

      vi servicestage-agent.conf

    4. Run the following commands to restart the agent, where x.x.x is your actual servicestage-agent version.

      cd /opt/servicestage-agent/servicestage-agent-x.x.x

      su agent ./servicestage-agent.sh restart

  5. If the fault persists, contact customer service.