Troubleshooting a Secure Agent

The Secure Agent did not install or start correctly.

If the Secure Agent does not install or start correctly, complete the following tasks:

1. 1Review the following logs:

File	Description
<Secure Agent installation directory>\apps\agentcore\infaagent.log	Contains startup and shutdown information about the Secure Agent.
<Secure Agent installation directory>\apps\agentcore\agentcore.log	Contains information about the activities related to the Secure Agent, including details of all the services enabled for the agent.
<Secure Agent installation directory>\apps\Data_Integration_Server\logs\tomcat\tomcat<version>.log	Contains details related to the Tomcat process for the Data Integration Server. It records the task execution details, including the start time, end time, and statistics for the tasks. Also includes design time and metadata-related activities for the Data Integration assets.
<Secure Agent installation directory>\apps\Data_Integration_Server\<version>\tomcat.out	Contains basic information about the Tomcat process for the Data Integration Server, including when the Tomcat process started and stopped. Also includes Secure Agent connection details, such as certificate and SSL-related information.
<Secure Agent installation directory>\apps\Data_Integration_Server\<version>\scripts.log	Contains information about the Data Integration Server, including details about how the script used by the Data Integration Server was run. Use this log if there is an issue with the Data Integration Server.

2. 2For Secure Agents that run on Windows, view the application logs in the Windows Event Viewer.

I started the Secure Agent, but the status is inactive.

The Secure Agent might take a few minutes to start. The status refreshes every 5 seconds. If the Secure Agent does not become active, complete the following tasks:

• - If your organization uses a proxy server to access the internet, verify that the proxy settings are set correctly.
• - View the details in infaagent.log in the directory where you installed the Secure Agent.

I installed the Secure Agent, but I want to install another on a different machine. How do I do that?

On the new machine, use your login to connect to Informatica Intelligent Cloud Services. Then, download and install the Secure Agent.

One of my services shows an error status after I restarted the service successfully.

If a service fails with an error status, the error status for the service might continue to display in the Agent Service Details after the service starts up successfully. The error stays on the page until an internal job that cleans up obsolete messages runs. You can ignore the error.

I am trying to uninstall the Secure Agent, but the Secure Agent status still shows "Up and Running."

When you uninstall the Secure Agent without first stopping the Secure Agent, the Agent Core and other services might continue to run for several minutes. To avoid this issue, stop the Secure Agent before you uninstall it.

Why does my Secure Agent always display "Agent Core Upgrading" in Administrator?

On the Runtime Environments page in Administrator, the status of an agent always displays "Agent Core Upgrading". You see the following message in the agentcore.log file:

2022-10-11 17:02:57,560 GMT tid="21" tn="Agent Core State Machine Thread" ERROR [com.informatica.saas.infaagent.agentcore.AgentCoreStateMachine] - Authentication failed due to IO error: [cannot decrypt null or empty string].

This issue occurs when the agent missed one or more previous major upgrades. For example, you stopped an agent that was on version 62.x and the current version is 65.x when you restart it. The automatic upgrade only supports upgrading from the previous major version, 64.x. Since your version is older than version 64.x, the automatic upgrade fails.

To resolve the issue, either reregister or reinstall the Secure Agent.

You can see the agent version in the Details tab of a Secure Agent: