Troubleshooting Agent Communications

If a Service Agent does not send, or does not appear to be sending data to your ELM Server, there a few things to check to verify the product is installed and configured properly:

•Is the TNT Agent service running, or is the Agent disabled?
The Agent will monitor, collect and transmit data only when the TNT Agent service is running and the Agent is enabled.

•Has the Agent been configured to collect data?
From the ELM Console, right click on the Agent that is not sending data, select properties and look at the Monitor Items tab. For example, if performance data is not being received, verify that the appropriate Performance Collector monitor item(s) are selected and enabled.

•Do you still have IP connectivity and good name resolution between the ELM Server and Agent?
IP connectivity and healthy name resolution are essential for ELM to operate properly.

•Have the ELM TCP/IP ports been blocked through a firewall, packet filtering or some other mechanism?
By default, the TNT Agent listens on TCP port 1253, and the ELM Server listens on TCP port 1251.

•Try telnetting to the appropriate ports in each direction:

•From the ELM Server, try to Telnet to port 1253 on the Agent

•From the Agent, try to Telnet to port 1251 on the ELM Server

When you establish a Telnet session in either direction, press <ENTER> two times. You should receive version information and the connection will be closed. If you do not receive this message, or if you are unable to connect to the port, check the following:

•On the end that fails, run netstat -a -p tcp at a command prompt. This will show all TCP listening ports and connections. You should see the Agent listening on TCP port 1253 and the ELM Server listening on TCP port 1251. If you do not see this entry, restart the application at the failed end (either Agent or ELM Server).

•Does the Agent Status show a registered ELM Server?
In the ELM Console, open the Properties of the Agent and navigate to the Agent Status tab. This will display the Agent's status, which may indicate a problem, such as a failure to execute a monitor item or a failure to communicate with the ELM Server.

•Is the Agent in cache mode?
If the Agent is unable to transmit data to the ELM Server, the Agent will go into cache mode. Each time the Agent has something new to send (e.g., a new event, or collected performance data), it checks to see if it can connect to the ELM Server. If it can, it will send its cache. The Agent Status tab can display whether or not an Agent is in cache mode.

If none of these suggestions resolve your issue, please contact TNT Software's Product Support Group for assistance.