Error: Agent is not Running Properly

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There are cases where the installation was finished successfully, but the CloudEndure AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. does not run at all or does not run properly on the Source machineThe computer, physical or virtual machine that needs to be protected by replication (Disaster Recovery) or migrated (Migration) The CloudEndure Agent is installed on the Source machine.. These types of problems will be manifested in the CloudEndure User ConsoleCloudEndure SaaS User Interface. A web-based UI for setting up, managing, and monitoring the Migration and Disaster Recovery solutions. on the Machines page. 

By default, when the installation is completed successfully, the replication of the SourceThe location of the Source machine; Currently either a specific Region or Other Infrastructure. machines starts automatically (unless the AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. was purposefully installed with the stopped flag), and you can monitor it through the CloudEndure User ConsoleCloudEndure SaaS User Interface. A web-based UI for setting up, managing, and monitoring the Migration and Disaster Recovery solutions.. When the replication starts, the first message that appears in the DATA REPLICATION PROGRESS column is Establish communication between the CloudEndure Agent and the Replication Server.

Usually, this message appears for a short time, 5 minutes at most. It is then replaced with other messages, which indicate the subsequent steps of the replication progress. 

If the Establish communication between the… message appears on the User ConsoleCloudEndure SaaS User Interface. A web-based UI for setting up, managing, and monitoring the Migration and Disaster Recovery solutions. for more than 5 minutes, it means that the AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. failed to run or never established communication with the CloudEndure Service ManagerThe CloudEndure server.. This state usually occurs due to the following causes:

1. The AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. was installed successfully, but it is not running.
2. [Only in environments that are using a proxy for the AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location.-Console communication] The AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. was installed successfully, it is running properly, but it cannot communicate with the CloudEndure Service ManagerThe CloudEndure server..

For all issues that are manifested in this state, first check if the AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. is installed on the Source machineThe computer, physical or virtual machine that needs to be protected by replication (Disaster Recovery) or migrated (Migration) The CloudEndure Agent is installed on the Source machine..

Note: Sometimes, the message - Establish communication between the… appears on the User Console in red, and a red icon appears in the STATUS column. This usually means that there is a connectivity problem. In this case, verify that all the network requirements are met.

Note: The User Console will show Communication with Source machine lost if communication between the Agent on the Source machine and CloudEndure is lost for more than an hour. In this case, make sure that communication over TCP Port 1500 and TCP Port 443 is allowed.

The Agent is Installed but Not Running

In certain cases, the AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. is installed successfully on the Source machineThe computer, physical or virtual machine that needs to be protected by replication (Disaster Recovery) or migrated (Migration) The CloudEndure Agent is installed on the Source machine., but does not run. To handle this installation issue, follow these steps:

1. Verify that the AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. is running on the Source machineThe computer, physical or virtual machine that needs to be protected by replication (Disaster Recovery) or migrated (Migration) The CloudEndure Agent is installed on the Source machine..
• If the AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. is not running, move to step 2 below.
• If the AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. is running, contact CloudEndure Support.
2. Run the AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. manually.
• If the AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. has started running, the issue is solved. You should now verify that the Source machineThe computer, physical or virtual machine that needs to be protected by replication (Disaster Recovery) or migrated (Migration) The CloudEndure Agent is installed on the Source machine. appears on the User ConsoleCloudEndure SaaS User Interface. A web-based UI for setting up, managing, and monitoring the Migration and Disaster Recovery solutions..
• If the AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. is still not running, move to step 3 below.
3. Verify that there is enough RAM on the Source machineThe computer, physical or virtual machine that needs to be protected by replication (Disaster Recovery) or migrated (Migration) The CloudEndure Agent is installed on the Source machine. for running the AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location.. You need at least 300 MB RAM.

• If there is not enough RAM, increase the RAM size.
• If there is enough RAM:
• For Linux SourceThe location of the Source machine; Currently either a specific Region or Other Infrastructure. machines – contact CloudEndure Support.
• For Windows SourceThe location of the Source machine; Currently either a specific Region or Other Infrastructure. machines, move to step 4 & 5 below.

Verifying that the Agent is Running on the Source Machine

If you found that the AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. is installed on the Source machineThe computer, physical or virtual machine that needs to be protected by replication (Disaster Recovery) or migrated (Migration) The CloudEndure Agent is installed on the Source machine., but that Data ReplicationThe process of copying all data blocks from selected disks on a Source Machine to Staging Disks. does not start, check if the AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. is running.

Checking if the AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. is running:

Linux

On the Source machineThe computer, physical or virtual machine that needs to be protected by replication (Disaster Recovery) or migrated (Migration) The CloudEndure Agent is installed on the Source machine., enter the following command:

ps -ef | grep cloudendure | grep -v grep | grep -v bash | wc -l

The results are as follows:

• 5 = The AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. is fully running
• Less than 5 = Some of the components may not be running.

If the AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. is running, the following results will be displayed:

In this case, contact CloudEndure Support.

If the AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. is not running, try to run it manually, as described in the next section.

Windows

On the Source machineThe computer, physical or virtual machine that needs to be protected by replication (Disaster Recovery) or migrated (Migration) The CloudEndure Agent is installed on the Source machine., open the Task Manager – Services tab, and locate CloudEndureService. Verify that the service is Running in the Status column.

If the AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. is running, contact CloudEndure Support.

If the AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. is not running, try to run it manually, as described in the following section.

Running the Agent Manually

If you found that the AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. is installed on the Source machineThe computer, physical or virtual machine that needs to be protected by replication (Disaster Recovery) or migrated (Migration) The CloudEndure Agent is installed on the Source machine. but is not running, you can try to run it manually. 

Linux 

On the Source machineThe computer, physical or virtual machine that needs to be protected by replication (Disaster Recovery) or migrated (Migration) The CloudEndure Agent is installed on the Source machine., enter the following command:

sudo /var/lib/cloudendure/runAgent.sh

Windows

On the Source machineThe computer, physical or virtual machine that needs to be protected by replication (Disaster Recovery) or migrated (Migration) The CloudEndure Agent is installed on the Source machine., navigate to Control Panel > System and Security > Administrative Tools > Services.

On the Services pane, locate CloudEndureService. Then, right-click it, and select Start from the pop-up menu

If the AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. fails to run, verify that there is enough RAM on the Source machineThe computer, physical or virtual machine that needs to be protected by replication (Disaster Recovery) or migrated (Migration) The CloudEndure Agent is installed on the Source machine. for running the AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location.. You need at least 300 MB RAM.

Agent is Running but Cannot Communicate with the CloudEndure Service Manager

[Only for environments that are using a proxy for AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location.-Console communication]

If you found that the AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. is installed and running, but the data replication does not start, there might be a communication problem between the AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. and CloudEndure Service ManagerThe CloudEndure server.. This problem usually happens when using a proxy for the communication between the AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location. and the CloudEndure Service ManagerThe CloudEndure server. over TCP Port 443.

To solve this issue, follow these steps:

1. Check the configuration of the connecting proxy, and fix the configuration if necessary.
2. Restart the AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location..

Configuring the Proxy between the Source Machine and the CloudEndure Service Manager.

Important: Make sure that your corporate firewall allows connections over TCP Port 443.

You can establish communication between the SourceThe location of the Source machine; Currently either a specific Region or Other Infrastructure. machines and the CloudEndure Service ManagerThe CloudEndure server. over TCP Port 443 in two ways:

1. Direct communication between the SourceThe location of the Source machine; Currently either a specific Region or Other Infrastructure. machines and the CloudEndure Service ManagerThe CloudEndure server.,
2. Indirect communication by using a proxy.

• Ensure that you have whitelisted console.cloudendure.com for both SSL Interception and Authentication.
  
• To use a proxy, the following environment variables need to be configured on the SourceThe location of the Source machine; Currently either a specific Region or Other Infrastructure. machines:
  For https_proxy – use - https://server-ip:port/??

Note: The value must end with '/'.

• Proxy for Linux
  The required environment variables should be configured for all users and be persistent between reboots.
  Utilize the https_proxy environmental variable to set your proxy server. Learn more about Environmental Variables.
• Proxy for Windows
  The required environment variables should be configured at the system level.
  To configure the environment variables at Windows system level:
  
  
  1. Navigate to Control Panel > System and Security > System > Advanced system settings.
  2. In the Advanced Tab of the System Properties dialog box, click the Environment Variables button.
     
  3. On the System Variables section of the Environment Variables pane, click New to add the https_proxy environment variable or Edit if the variable already exists.
     
     

     Note: User Variables should not be modified. 

     
     
  4. Enter https://PROXY_ADDR:PROXY_PORT/ in the Variable value field. Click OK.
     
     

     Note: Proxy authentication is not supported with environmental variables.

     
     

     Note: If the Environment Variable was created after the CloudEndure Agent has been already installed, then the Agent needs to be restarted. To restart the Agent:
     
     Windows: Restart the service called CloudEndureService
     
     
     Linux: Run the following commands:
     
     /var/lib/cloudendure/stopAgent.sh
/var/lib/cloudendure/runAgent.sh
     

     
     If you re-configured the proxy, you need to restart the AgentThe Agent is a software program that is installed on machines in the Source location that need to be migrated or replicated to the Target location., as described in the following section.