Symptoms
Users deploy a few EdgeSight agents, but the agents do not report up to the EdgeSight server.
Cause
There are many potential reasons why a newly installed EdgeSight agent doesn’t report up. This article refers to the following three common causes:
- The agent is deployed with a company setting that does not match the EdgeSight Server company setting. This allows the agent to communicate with the server. However, the server is not able to determine where to place this device and moves the device into a temporary location called “Unmanaged Devices.” This then requires action by the EdgeSight administrator on the EdgeSight server.
- The agent is installed with an incorrect server setting. In this case the agent is not able to communicate with the server at all and requires EdgeSight changes directly on the agent device.
- There is no EdgeSight license for the agent device type installed on the Citrix License Server. Licenses for either EdgeSight for Endpoints or EdgeSight for Presentation Server are required for the agent to successfully report up to the Edgesight server.
Resolution
The first place to look for your missing agents is in the server’s Unmanaged Devices page.
- Log on to the EdgeSight server as an administrator and navigate to the Server Settings > Configuration > Unmanaged Devices page.
- See if your missing devices are listed there. If they are, select and move them to the correct company and department.
The following screen shot shows one device being moved:
- There are no other required steps after moving the existing devices to the correct company/department. However, make sure that you deploy any new agents with the correct company name. The company name is found in the upper right corner of the EdgeSight Server console logon page. The following screen shot is an example with the company set to Citrix:
If there are no devices listed in the Unmanaged Devices page, you should interrogate the registry on the agent device. The problem might be that the EdgeSight server name is set incorrectly and the agent cannot communicate with the server.
WARNING! Using Registry Editor incorrectly can cause serious problems that may require you to reinstall your operating system. Citrix cannot guarantee that problems resulting from the incorrect use of Registry Editor can be solved. Use Registry Editor at your own risk.
For information about how to edit the registry, view the "Changing Keys and Values" Help topic in Registry Editor (Regedit.exe) or the "Add and Delete Information in the Registry" and "Edit Registry Data" Help topics in Regedt32.exe. Make sure you back up the registry before you edit it. If you are running Windows NT, also update your Emergency Repair Disk (ERD).
- To perform this check you must log on directly to the agent device as an administrator and issue the regedit command. As shown in the screen shot below, navigate to the following registry key:
On the 4.2 agent:
HKEY_LOCAL_MACHINE\Software\Citrix\System Monitoring\Agent\EdgeSight\4.00\Netaccess\ServerName
On the 4.1 agent:
HKEY_LOCAL_MACHINE\Software\Reflectent\Agent\EdgeSight\4.0\Netaccess\ServerName
Below is a screen shot of the 4.2 agent setting:
Caution! The server name should NOT have the prefix of http://. The screen shot above shows a typical value.
The server value can be the server base name (edge4) or its fully qualified domain name (edge4.hq.myco.com) or the actual IP address of the EdgeSight server (192.168.4.113).
- If the server name is incorrect, correct this registry setting. The agent should report up within 24 hours if the server name was incorrect. Again, make sure that you deploy any new agents with the correct server name.
If the Company setting in the Agent is confirmed to be correct, and the server name has also been confirmed correct, but the device still does not appear in the EdgeSight console, confirm the correct license is installed. This can be confirmed by checking the operational email account for messages with “EdgeSight – License Count Exceeded”. See EdgeSight Server Error: The Licensed Device Count Has Been Exceeded for more details.
More Information
If this procedure does not resolve the issue, see the EdgeSight Installation Guide for more information about properly installing the EdgeSight agent. Also see the EdgeSight User Guide for more complete details on administering the EdgeSight server.
