Troubleshooting Outbound Agent Communication Issues at ControlUp HQ

A user reported an issue with outbound agent communication and shared event logs for troubleshooting. Another user suggested using procdump to gather more information. Someone else mentioned having a similar issue and provided a support case number. Procdump was used to generate additional logs for a development team to review.

Read the entire ‘Troubleshooting Outbound Agent Communication Issues at ControlUp HQ’ thread below:

Not sure where to post this exactly, but I am having random issue with outbound agent communication. It seems like I lose connection from time to time and agents go into disconnected state. I look on the event log of the agent, and it shows that it disconnected. the only way I can resolve is restarting the agent service. anyone else experience this?

Hi Josh, could you please send us the event logs from one of your agent machines?

also, here is the log on the monitor for the same machine

By default, 9.0 monitors write error logs into the C:\Windows\ServiceProfiles\NetworkService\AppData\Roaming\ControlUp folder. Would be great, if you could send me the logs in a DM

just for reference, this is happening on many machines in our environment

yes for sure!

If anyone else is experiencing this problem, it would be great to get a dump file from the cuMonitor process. The best tool for this is procdump and it should work by running the following cmd.

.\procdump64.exe -ma -n 1 -e 1 -f "ControlUp Agent is not responding" cuMonitor.exe

I’m running into this issue as well. I have a support case open (32223) but no progress has really been made with it.

All of my agents/monitors were sending data just fine yesterday. Just checked now and ZERO are sending data 😞 I’ve been having to reboot the server that hosts the monitor every 2-3 days.

I’m running procdump right now. I assume it should generate the dump after a while? It’s been running for over 5 minutes.

.\procdump64.exe -ma -n 1 -e 1 -f "SmartX.ControlUp.Client.AgentsManagement.ConnectionDisruptedException" cuMonitor.exe

Is another option. In case the cuMonitor process throws this exception (which is an indicator for a broken channel), it should generate a dump

That worked but the dump is almost 4GB. I assume that’s too large to attach here?

Great – yes, too large to send it here.

Please use the following ShareFile link

https://controlup.sharefile.com/r-rc49eb6b717924eed9dcc22e9a4aa2824

File has been uploaded. I’m not going to restart the services yet. I can keep things busted until mid-tomorrow in case you need anything else.

Thank you for your assistance. Our R&D team will look at it tomorrow

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