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.
- 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
- 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.
- 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.
- Check whether the server can access the network.
- If no, restore its network connection, then check its agent status on the console.
- 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 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.
- If the agent process is abnormal, perform the following operations to restart it:
- Windows
- Log in to the server as user Administrator.
- Open the Task Manager.
- On the Services tab page, select HostGuard.
- 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.
- 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
page of the HSS console, and then install the agent. - For details about how to install an agent, see Installing the Agent on Servers.
- For details about the uninstallation method, see How Do I Uninstall the Agent?
- Windows
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