Symptoms
There is an issue with the worker schedules for EdgeSight for Presentation Server 4.5 Agents. By default, the Agent workers are set to delay running if the device is busy. The workers impacted most are the Performance Upload and Configuration Check workers. This problem is a result of a bug with the EdgeSight server revision 4.5.3244.
This issue could manifest itself in several ways:
• Any change made to the Agent configuration may not be applied properly. This can particularly impact environments using a custom license configuration. Because this is enabled by default, the Configuration Check worker only starts if the user is idle. On a normally busy device, this creates the potential for the worker to not run for an extended period of time, which may prevent the custom license configuration information from being assigned to the Agent.
• Agent devices may not be uploading because the Performance Upload worker cannot run.
Resolution
Upgrade the EdgeSight server to the EdgeSight 4.5 for Presentation Server Service Pack 1 release. See CTX114555 – EdgeSight 4.5 Server - Service Pack 1 (SP1).
Workaround
As a workaround, a new worker configuration for Presentation Server must be created, and new schedules must be assigned to it.
1. Create new worker schedules for the Configuration Check and Performance Upload workers (they are the only two workers affected). Go to Company Settings > Agent > Workers > Schedules and click New Schedule.
2. Because the first schedule being created is for the Configuration Check worker, name the schedule New CPS Config Check Schedule. The default schedule for this worker is once a day at 6:30 a.m., but it can be reconfigured as necessary. The most important thing, with regards to this issue, is the End User Impact section on the bottom. Select the Start even if device user is busy radio button as shown below:
3. Once this is done, click Save Schedule. Repeat the same process for the Performance Upload schedule, making sure that the End User Impact is properly configured.
4. A new worker configuration must be created and the newly created schedules must be assigned to it. Go to Company Settings > Agent > Configurations and select New Configuration. Select the Default Worker Configuration for Presentation Servers radio button and click Next.
5. Give the configuration a name and select Configuration Check from the Select Worker drop-down menu. Clear the currently enabled schedule check boxes and select the New CPS Config Check Schedule check box:
6. Select Performance Upload from the Select Worker drop-down menu, clear the existing schedule check boxes, and select the New CPS Performance Upload Schedule check box:
Note: To best streamline the Agent schedules and configuration for the Presentation Server environment, refer to CTX112491 – Configuring the Presentation Server Agent for Run Time Efficiency and Reliability.
7. Once the configuration is set up, it must be assigned to the proper department(s). Go to Company Settings > Device Management > Departments.
8. Locate the department that the worker configuration should be assigned to and click the item in the Worker Configuration column that corresponds to that department’s row. Refer to the following screen shot:
9. On the Worker configuration selection screen that follows, select the radio button that corresponds to the newly created configuration.
10. Click OK. The new configuration should now appear in the appropriate column.
11. You must push the new configuration manually to the existing Presentation Server Agent devices to ensure they receive it. Go to Company Settings > Agent > Workers > Run Remotely, select the appropriate device from the device picker, and select Configuration Check from the Worker drop-down menu. Refer to the following screen shot:
12. Click Run Worker. The updated configuration is applied to the Agent. Repeat this procedure for any additional devices that need this change applied.
