Troubleshooting The TIBCO Cloud™ Integration - Connect Agent
Agent Heartbeat Failure Message
If the agent cannot connect to TIBCO Cloud™ Integration - Connect, you receive an email with the subject: Agent Heartbeat Failure.
The email outlines possible reasons for the Connection failure:
- ForConnect on-premise agents, the agent machine, computername, may have shut down
Make sure that the computer where the agent is installed is running. The computer may have been rebooted or shut down during a power failure. When the computer comes back up, the Connect on-premise agent resumes processing.
- The agent Windows Service may not be running.
From the Microsoft Windows Control Panel:
- Open Administrative Tools.
- In the Services folder, check the status of the agent by locating the Services named Scribe Online Agent.
- If the Service Status is not Started, restart the agent.
- The agent should resume processing.
- Network connectivity to computername may have been interrupted.
Make sure that the computer where the Connect on-premise agent is installed is running and is connected to the Internet. The server where the agent resides may have been rebooted or there may be service issues with the Internet Service Provider.
If you cannot determine why your agent failed, see Viewing Execution History for an app that uses this agent, contact your ISP, your System Administrator or TIBCO Support.
It is also possible that you may not have the correct ports open for your agent. See the Check Ports In Agent Environment article in the TIBCO Community for information on verifying which ports are open.
If your subscription has expired, the agent does not run.
Agent Upgrade Issues
TIBCO Cloud™ Integration - Connect automatically updates agents as needed. If your apps are not running as expected, check the agent status and History Logs. See Updating An Agent for more information.
In addition, check your log files for the AgentUpdateError.log. This file is generally only generated if there is a problem updating the TIBCO Cloud™ Integration - Connect Agent. The default location for logs is ..\Program Files (x86)\Scribe Software\TIBCO Scribe® Online Agent\logs .
If the AgentUpdateError.log exists, check the log to see if there is an obvious problem. If you cannot determine the problem, keep this log available and contact TIBCO Support.