EV Observe - Install an Agent

Last modified on 2023/12/19 15:09

EV Observe monitoring is performed using agents for remote or off-site Windows servers.

Operating principle

An agent is installed on the Windows server. It collects monitoring data on the host and sends it to the EV Observe platform via the Web app.

The agent relies on three operating elements:

  • The Viadeis Services Agent service that runs on the monitored host.
  • The NSClient++ service that runs on the monitored host.
  • A shared Box that collects monitoring data from the agent and sends it to the Web monitoring app that will store, consolidate and make the monitoring data available to users.

Description of agent operating elements

The Viadeis Services Agent service

  • The service must be manually installed using an MSI file that you can download from the EV Observe) platform.
  • Once it is installed, the service will download and install the NSClient++ service.
  • The Viadeis Services Agent service plays the following roles:
    • Update the configuration of the NSClient++ service using the file called NSC.ini
    • Update the EV Observe plugin library
    • Perform a discovery of IT assets (optional)
    • Update its own service, Viadeis Services Agent
    • Ensure that the NSClient++ service is running and restart it if required

The NSClient++ service

  • This service is installed by the Viadeis Services Agent service.
  • The NSClient++ service plays the following roles:
    • Run control scripts
    • Send data to the EV Observe monitoring platform

The shared Box

  • The shared Box plays the following roles:
    • Retrieve the data sent by the NSClient++ service

Security management

Communication initiated by the Viadeis Services Agent service can be filtered by IP address on the monitoring platform. The filters are based on the following elements:

  • Company IP: Public IP address specified for the company in the Organization > Sites menu.
  • Host IP: Public IP address of the host specified in the host Details form in the Public IP Address field.
  • Source IP: IP address presented to the monitoring platform by the Viadeis Services Agent service.
     

The following rules are applied:

  • If the company IP address is equal to 0.0.0.0, no control is run. Communication from the Viadeis Services Agent service is authorized.
  • If the company IP address is different from 0.0.0.0 and if the source and host IP addresses are identical, communication from the Viadeis Services Agent service is authorized.
  • If the company IP address is different from 0.0.0.0 and if the source and host IP addresses are not identical, communication from the Viadeis Services Agent service is not authorized.

Prerequisites

To perform monitoring via an agent, the following prerequisites must be met. 

  • Supported operating systems:
    • Windows Server 2008, 2012 (32-bit/64-bit)
    • Windows Small Business Server 2008, 2011 (32-bit/64-bit)
  • Configured DNS
  • TCP port 443 open to the URL of the EV Observe monitoring platform
  • TCP port 5667 open to the URL of the shared server
  • Server time synchronization with an NTP server
  • .NET Framework 2.0

Caution

  • You must ensure that the prerequisites are met. If this is not the case, the installation program of the agent will not run. Open url.png See the procedure

Procedure

Check that the prerequisites are met

Step 1: Check that the prerequisites are met

1. Check the version of your operating system.

  • Right-click the Windows Start menu and select Computer.
  • Select the Properties tab.
  • Go to the System section and check the Windows version installed.

2. Check that the DNS is working correctly.

  • Click the Windows Start menu and open a Command Prompt window.
  • Run the command below.

Ping www.google.fr

  • If the following message appears, Ping request could not find host www.google.fr, modify the DNS configuration and run the ping command again.

3. Check that HTTPS port 443 is open.

  • Click the Windows Start menu and open a Command Prompt window.
  • Run the command below.
    Replace <Platform URL> with the URL of your EV Observe platform.

telnet <Platform URL> 443

  • If a timeout message appears or if the Connecting to <Platform URL>... message is displayed, open port 443.

4. Check that HTTPS port 5667 is open.

  • Click the Windows Start menu and open a Command Prompt window.
  • Run the command below.
    Replace <@IP Server> with the IP address of your server.

telnet <@IP Server> 5667

  • If special characters appear or if the cursor is displayed at the top of the screen, this means that port 5667 is open.
  • If a timeout message appears or if the Connecting to <@website>... message is displayed, open port 5667.

Best Practice icon.png  If your environment is Windows 2008, install telnet or use putty.

5. Check server time synchronization with an NTP server.

  • Click the Windows Start menu and open a Command Prompt window.
  • Run the command below.
    Replace <Server Name> with the name of the server.

Net time <Server Name> /QUERYSNTP

Best Practice icon.png  If your environment is Windows 2008, run the following command, w32tm /query /source /verbose.

The command should return the time server with which the monitored server is synchronized.

  • If the time server is local, you must ensure that it is configured with an external NTP server.

6. Check the presence of .NET Framework 2.0.

  • If .NET Framework is not installed or not up-to-date, you can download it from the Microsoft website when installing the EV Observe agent.

Best Practice icon.png  If your environment is Windows 2012, install .NET Framework from the list of functionalities.

Install the monitoring agent on the new Windows server

   You must ensure that the prerequisites are met. If this is not the case, the installation program of the agent will not run. Open url.png See the procedure

Step 1: Select the company where you want to set up the new server

1. Go to the Web app.

2. Select the company from the company tree structure.

Note:

  • The selected company must have a shared Box hosted at its level or at the level of its parent partner company.
  • You can create a new company. Open url.png See the procedure

    Company tree structure.png
 

Step 2: Create a new Windows server

1. Select Configuration > Hosts > List in the menu.

2. Select the Mode: Agent tab to set up monitoring via an agent. 

3. Click Apply.

4. Select each tab and specify the information on the new server.

     Open url.png See Configure hosts

  • General information tab:
    • IP address: Enter the public IP address of the server.
       

      Best Practice icon.png  If the IP address is unknown or dynamic, enter 0.0.0.0.

    • Template: Select the Windows server host template.
  • Availability and checks tab:
    • Maximum time for running scripts: Specify the time. By default, the value is 60mn.
    • Host checks execution interval: Specify the frequency at which the agent will send monitoring data. By default, the value is 5mn.

5. Click Apply.

  • The new server will be added to the list of hosts.
  • The ID displayed is unique and is used by the agent installed on the customer's server. It is stored in the EV Observe configuration interface.

Step 3: Download and install the agent

1. Log in to the customer's server.

2. Go to the EV Observe application.

3. Select Configuration > Hosts > List in the menu and search for the server you created in step 2.

4. Download the latest version of the agent.

  • Click Download icon.png next to the ID.
         Download executable from equipement.png

   A message will appear if the SSL certificate is not signed by a trusted certificate authority. Click Continue to this website (not recommended).

The executable contains the ID and URL of the EV Observe website for updates. It is customized for each of the servers.

  • Save the file called packageVSAgentInstaller.zip.
  • Extract the contents of the file.

          Zip file content.png

   Do not extract the contents of the file to a local folder on the desktop of the server or workstation.

5. Run the executable called VSUpdateAgent.exe to install the agent according to the steps in the wizard.

   Ignore any Windows warnings that may appear regarding the software publisher.

Step 4: Set up monitoring for the new server

1. Generate the configuration of the monitoring server to ensure that the new server is taken into account.

  • Select Configuration > General > Loading in the menu.
  • Select the new server.
  • Click Apply.

2. Check that monitoring data for the new server is correctly sent by the agent. To do this, select Monitoring > Monitoring in the menu.

Best Practice icon.png  The agent will start sending the first set of monitoring data based on the frequency you previously specified. By default, the value is 5mn.

          View server data from agent.png

How to troubleshoot installation problems

The Viadeis Services Agent service is installed but the NSClient++ service is not installed

1. Check the event log.

2. Connection errors are indicated.

  • Start the Viadeis Services Agent service as the machine administrator or domain administrator.
  • If the problem persists, check that the IE configuration for this user is automatic (except for proxy).

3. A message indicates that the NSClient++ service could not be installed but there is no error message regarding the ID.

  • Open TCP port 443.
  • Restart the Viadeis Services Agent service.
     

The Viadeis Services Agent service is installed but the ID is incorrect

1. Check the event log.

2. Messages indicate a failure to install the NSClient++ service and that the access token is incorrect.

  • Uninstall the Viadeis Services Agent service.
  • Download the file called packageVSAgentInstaller.zip again from the EV Observe platform.
  • Run the executable called VSUpdateAgent.exe to install the agent again.
     

The Viadeis Services Agent service is not installed

1. Declare an incident on the EasyVista Support site and provide the elements below.

  • Operating system (version, release, service pack, architecture)
  • Precise step where the installation failed
  • Exact error message
  • Error messages in the event log
  • Presence or absence of files on the server's hard drive (C:/ProgramFiles/Coservit)
  • Presence or absence of information in the registry (see the relevant debug documentation)
  • .NET Framework 2.0 version
     

The Viadeis Services Agent service cannot be reinstalled (a previous version was installed)

1. Delete the NSClient++ service.

  • Click the Windows Start menu and open a Command Prompt window in the installation folder.
  • Run the command below.

NSClient++ -uninstall

2. Delete the NSClient++ folder.

3. Run the MSI or access Windows Programs and Features to run a repair on the Viadeis Services Agent service.

  • If the repair is successful and no error message appears, uninstall the Viadeis Services Agent service again.
  • If the repair is unsuccessful, uninstall the service manually according to the procedure below.
     

How to uninstall the Viadeis Services Agent service manually

1. Delete the NSClient++ service.

  • Click the Windows Start menu and open a Command Prompt window in the installation folder.
  • Run the command below.

NSClient++ -uninstall

2. Delete the VSupdateAgent service.

  • Click the Windows Start menu and open a Command Prompt window in the installation folder.
  • Run the command below.

sc delete VSupdateAgent

   If a message appears indicating that the specified service has been marked for deletion, reboot the server.

3. Delete all of the files in the installation folder.

4. Run regedit to open the registry and perform the operations below to remove the remaining registry keys.

  • Delete the registry key, HKLMSoftwareVSUpdateAgent as this contains the previous configuration.
  • Go to the registry key, HKEY_CLASSES_ROOTinstallerAssemblies and delete all entries corresponding to the agent's executables.

Best Practice icon.png  Search for VSUpdateAgent.

  • Delete the registry key, HKEY_CLASSES_ROOTInstallerProducts.
  • Go to the registry key, HKLMSoftwareClassesInstallerAssemblies and delete all entries corresponding to the agent's executables.
  • Go to the registry key, HKLMSoftwareClassesInstallerProducts and delete the key corresponding to the agent.
  • Delete all registry keys in HKLMSoftwareMicrosoftWindowsCurrentVersionInstallerUserData<Id>Components.
    This includes:
    • 11 registry keys corresponding to the agent's two executables.
    • Nine configuration values for the application (adminvalidation, directory, periode_MAJ_conf, periode_MAJ_prog, periode_Watchdog, tentatives_restart_nsclientpp, token, URLProvider and version).

example  Delete the registry key, HKLMSoftwareMicrosoftWindowsCurrentVersionInstallerUserDataS-1-5-18Components329BAC96E762FD2666485A7D804FB43A

  • Go to the registry key, HKLMSoftwareMicrosoftWindowsCurrentVersionInstallerUserData<Id>Products and delete the key corresponding to the VSUpdateAgent product.
  • Go to the registry key, HKLMSoftwareMicrosoftWindowsCurrentVersionUninstall and delete the key corresponding to the VSUpdateAgent product.
Tags:
Powered by XWiki © EasyVista 2024