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ERROR: Could Not Connect to the Agent! Please Make Sure That the Agent is Running

Level 9

You're using SolarWinds Storage Manager, for storage monitoring and you're getting an error message, ERROR: Could Not Connect to the Agent! Please Make Sure That the Agent is Running. Here are some troubleshooting steps to help resolve this message and continue your holistic storage performance monitoring.

About Storage Manager HTTP and Traps

The Storage Manager Collector service gathers data from the Storage Manager Agent using HTTP and Traps. The Storage Manager Agent sends a Trap to the Server when the data is ready. When the server receives the Trap, it will connect to the Agent using HTTP and submit a GET command to collect the data. By default, the Server receives  a Trap from the Agent about once every hour.  If communication between the Collector service and the agent is blocked, the data  Is not collected. Below is a diagram to help visualize how Storage Manager uses HTTP and Traps:


NOTE: The Storage Manager Collector is also an agent.

NOTE: If the agent originated from Profiler, the service name is Profile Agent.

Checking the HTTP or Traps for issues

  • In the Storage Manager web console, navigate to the resource with issues.
    • If the Last Collect is updating, the HTTP is OK.
    • If the Last Trap is updating, the Traps are OK.

Finding the communication break

  • In the Storage Manager web console, navigate to the OS agent resource and click the traffic light.
    • If a list of modules and their status is returned, then the HTTP communication from the server to the agent is OK.
    • If an error message is returned, be sure the Storage Manager Agent service is started.

  Example error message: Could not connect to the agent. Please make sure the agent is running. 

  • If the Storage Agent service is running, and the error message is returned, then try the following:
    • The <Storage Manager Agent Install Directory>\core.xml file contains the correct IP address of the Storage Manager Server.
    • No Firewall Access Control List (ACL) is blocking HTTP port 4319
      • Telnet from the Storage Manager Server to the agent on port 3419 (telnet 4319). This will return a blank page if it can connect.
    • Restart the agent.
  • If the Last Trap is not updating, verify the following:
    • Confirm the Storage Manager Server  Trap port in the Main Console > Settings > Server Setup All > Server > SNMP Trap Port.
    • Validate that the <Storage Manager Agent Install Directory>\core.xml file contains the correct IP address and Trap port for the Storage Manager Server.
    • Check if the   Storage Manager Event Receiver service is started.
    • Check if the connection between the SNMP Trap port from the Storage Manager Agent to the Storage Manager Server is getting blocked by a firewall.

Let me know if this helps resolve this error message on your storage performance monitoring software. Or let me know what you did to resolve it.


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Level 15

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About the Author
I joined the SolarWinds ID team because want to use my skills and abilities towards a common goal, and I want know my contributions matter. I want to see the results of my efforts and work toward building something bigger than what I can accomplish on my own. I believe in the mystery of a can-do attitude, I am excited about new opportunities and knowledge, and I am glad to be part of the SolarWinds team. Before joining SolarWinds, I obtained a Masters and Bachelors degrees in Computer Science and spent 5 years with the IBM Tivoli ID team. I was trained as a technical writer to better fulfill my responsibilities in providing tools support to the ID team. In addition to these responsibilities, I lead a work group designed to organize efforts to use Web Analytics and statistics to drive and validate documentation improvement efforts. I transitioned to the Lead UI developer for a Transparent Development project and spent time learning and implementing social media strategies to improve user experience.