ArcGIS Monitor 2024.1 Windows Host does not connect to Monitor Server after upgrade

[psugamele_wt]

Hi everyone,
I've recently upgraded ArcGIS Monitor from version 2024.0.2 to 2024.1. On 7 out of 25 Windows hosts, I'm unable to register the agent.
When I access the Monitor server via browser using the same credentials as for the agent registration, authentication works fine,  so I don't think it's a connectivity issue with the server.

I'm attaching all the tests I ran and a screenshot of the error for reference.
Any help or suggestions would be greatly appreciated!

Thanks 

Paolo

[KristaCarlson]

Hi @psugamele_wt have you also upgraded the agents? Each Agent machine must also be upgraded to the same version. Refer to these steps to ensure each Agent machine is upgraded.
https://doc.arcgis.com/en/monitor/latest/install/windows/upgrade-arcgis-monitor.htm#GUID-7D044A63-28...

[psugamele_wt]

Hi @KristaCarlson , yes sure, I’ve upgraded each of 25 machines, i had this problem only on 7 of them. I also looking for a log file, but didn’t found it. 

[TylerTheobald]

These 7 problem agents were not previously registered prior to the upgrade on both the monitor and agent machines?

[psugamele_wt]

Hi @TylerTheobald, before the update these Windows Hosts were registered and connected, I only had problems registering the ArcGIS Server component. Now I can't even register them as hosts. 

[DerekLaw]

Hi @psugamele_wt,,

Is there anything different (configuration-wise) between the 7 Windows hosts that are not registering with AM Server vs. the 18 Windows hosts that you were able to register with AM Server? 

In your 2nd screenshot "monitor_agent_register.jpg", the error message "Unable to connect to target server" when you try to register AM Agent with AM Server, suggests that there's a communication issue between them. Likely cause is that port 30443 is not available. However, I know in your first screenshot "test_connection_monitor_server.jpg", it suggests that port is open. Which machine did you run the test connection from?

On the host machine with AM Agent, can you open a command prompt as administrator and run,

telnet [monitor_server_hostname] 30443 

Does it return a valid connection? or does it return a "Could not open a connection to the host" error?

Hope this helps,

[psugamele_wt]

Hi @DerekLaw , thank you for your reply, 

all servers are part of the same infrastructure hosted on AWS Cloud. They run the same operating system (Windows Server 2016 Datacenter), are joined to the same Active Directory domain, and reside within the corporate network behind a perimeter firewall. Additionally, they all belong to the same AWS Security Group.

The connectivity test to the Monitor Server endpoint was performed from one of the machines that cannot be registered. Both Telnet and browser access to the server return successful results, confirming basic network reachability.

If detailed logs were available, it would be easier to diagnose the issue, as the update and registration procedure is identical to that used on the other 18 successfully configured hosts.

Could there be additional ports that need to be opened on the firewall or Security Group to allow proper registration?

Thanks all for your support, I really appreciate it.

[DerekLaw]

Hi @psugamele_wt,

> If detailed logs were available, it would be easier to diagnose the issue ...

In the ArcGIS Monitor web app, please navigate to the Administration tab > Logs subtab. You may want to change the log settings to 'debug' or 'verbose', then attempt to register an AM Agent with AM Server. I'm unsure if you will get any helpful information, but please give it a try. 

> Could there be additional ports that need to be opened on the firewall or Security Group to allow proper registration?

If the other 18 Windows hosts were able to register with AM Server, then I don't believe so. 

Hope this helps,

[EricJohnson-HDR]

Hey there, had a similar event with host not talking back to the monitor server.  It was resolved by running the command from each host to re-establish the connection:

"C:\Program Files\ArcGIS\Monitor\Agent\bin\arcgis-monitor-agent.exe" admin:system:register --server-url <your path to monitor server> --username xy --password xy --agent-id xy"

Might need to turn on ID column in the Monitoring\Agents screen as its off by default.

[psugamele_wt]

Heya @EricJohnson-HDR , thanks for your reply,

I also tried the way you decribed, but the result unfortunately is the same.. 

Thank you anyway.