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Portal User asked a question.

May 31, 2017 at 7:00 AM
Agents Reporting Back Issue

Have any other SNOW customers have had issues with their Agents reporting back? We have not been able to get this fixed while working daily with SNOW support and want to know that we are not the only ones. Our versions are up to date.

  • 10 answers
  • 62 views

  • SeanMag

    Check to see if the SnowInventoryAgent5 service is still running on the affected computers.  If it has stopped, it can be restarted.  We have an open call with Snow investigating the cause of the service stopping unexpectedly.

  • rswain

    Hello - how did you know that some agents are not reporting back? Is there a report that can be run, errors that were seen, etc...? Being new to Snow, lots of different things to look at and consider. Thanks, Randy

    • jbusato

      Hi Randy, basically you can create a report of every devices not reporting an inventory in the last xx days or, in alternative, use the quarantine management. By default, a device is quarantines after 30 days without sending an inventory. Hope this helps, Jary

    • Portal User

      Hi Randy, The best way is to get the AD Connector configured and running. Similarly, if you have VMWare Datacenters do the same with the VMWare connector (that will get you a list of VMs without the inventory client) The AD Connector will give you a list of machines in AD which have been Active in the last 30 days (based on Last Logon Timestamp in the Computer account) but aren't inventoried by Snow. You can do the same thing manually without the connector - use a tool such as OldCmp  to get a list from AD, then do an All Computers list from Snow and reconcile the two using Excel. I track and report on the output from the AD Connector and it is also invaluable in estimating license purchase decisions.
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  • TL800271

    Hey Sean, Just to answer your original question - this is not a common issue in any of the clients I've worked with. Are you using Snow Inventory 3 or 5 ? This is what I would check Check that the agent is installed Check that the agent service is running Check that your scan schedule Check if a log file exists Check what the log file says Check that your agent has network connectivity on your chosen port to its Service Gateway (or IDR for SI 3) and can upload a file to it. Do you have multiple Service Gateways ? I always specify more than one so that we always have a Plan B.
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  • Portal User

    Thank you all for you input on fixing my issue. We have been working with SNOW directly looking over most of what has been suggested. It appears we are waiting a couple of weeks on the release of the 5.1.1 version of the client resolve our randomization issue which the SNOW support team has identified. I should have clarified that I was looking to ensure we were not alone with this issue but our support has made use aware there have been a small few who experienced this. I do look forward to bringing more questions as well as answers of my own to this community forum for collaborating on the optimization of Software Asset Management. 
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    • Community Manager (Flexera Software)

      Thanks for clarifying Sean! And we are excited to have you as part of Snow Globe!

  • Landon Owens (Flexera Software)

    Hello ‌, Typically there are 2 reasons why an agent cannot/will not report back. The system cannot reach the Inventory Data Receiver/Service Gateway (IDR/SG), or The agent did not complete it's processe This could be two options as well The agent scan did not complete, or The agent scan completed, but could not send I know this is kind of a simplification, but this is where we need to look and start troubleshooting.   Typically for point "1" this is something in your environment that is preventing the transmission of the file, most of the time, I find that this is a "Layer 4 device" i.e. a loadballancer like F5, or something doing content filtering like WebSense.  Typically for point "2" this is something on the system,  "a" is typically something like a virus scanner preventing the agent from completing, "b" is typically something like a proxy environment not configured correctly.  The net/net of this is the first thing you should do is find out if the agent is completing the scan, you will know this if there is a result file (.inv/.snowpack) located on the system.  If you have a result file on the system, then your problem is connectivity. Start looking at your network devices.  If there is no results file, then start looking at what is preventing the agent from completing it's scan. Hope this helps,
    Expand Post

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Agents Reporting Back Issue