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Troubleshooting ACC

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In this lesson, you will learn:

  • Common ACC problems
  • Where to look
  • How SNWR fixed snwr-fin-04

🔁 Quick look back: Last time: Running ACC and Agentless Discovery Together. You learned how to keep agent and agentless discovery from overlapping.

1 The Problem: An Agent Shows Offline

After a reboot, snwr-fin-04’s agent showed offline. Its data stopped updating. The possible causes:

  • The agent service didn’t start.
  • The connection to the MID Server failed.
  • The MID Server was busy or down.

🎯 The problem: An agent shows offline and stops sending data.

👉 The fix: Check the agent, the connection and the MID Server, in that order.

Table of ACC problems.
Figure 1. Troubleshooting ACC.

2 Where to look

  • The agent’s status in ServiceNow.
  • The agent service and its log on the host.
  • The MID Server’s status.
  • The policy and check results.

3 Common fixes

  • Start the agent service and set it to automatic.
  • Fix the firewall rule.
  • Reapply the policy.

4 Project Clear View: How We Implemented It

📍 Situation: snwr-fin-04 showed offline after a reboot.

🧭 Decision: Check the agent first, then the connection.

🛠️ Steps we took:

  1. Priya checked the agent service: it hadn’t started.
  2. Set it to start automatically and started it.
  3. The agent came back online.
  4. Checked new data arrived.

✅ What we verified:

  • snwr-fin-04 is online and sending data.
  • A runbook step was added: check agents after patching.

📁 Evidence: Troubleshooting log entry.

5 Quick recap

  • Check the agent, the connection, the MID Server, then IRE.
  • Offline often means the service didn’t start.
  • Connection problems are usually firewall or MID issues.
  • Check agents after patching.

6 Check yourself

Think of your answer first. Then tap to check.

1 What was wrong with snwr-fin-04? Show answer

The agent service didn’t start after a reboot.

2 What’s the first thing to check? Show answer

Whether the agent service is running on the host.

3 What runbook step was added? Show answer

Check agents after patching.

Nice work! You can keep ACC agents healthy. 🎉
Next up: Revisiting the Acceptance Criteria

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