We are facing issues with several servers reporting inactive in SLM. The agent version installed on the device is 6.8.1

Loading

Yaseen asked a question.

July 5, 2023 at 12:35 AM

We are facing issues with several servers reporting inactive in SLM. The agent version installed on the device is 6.8.1

We are noticing several servers slowly going inactive.

Unsure what avenues we need to check as we need to engage many teams but one thing we found is the SNOW services have stopped on the servers where the agent is installed. We are unable to update the agent on these servers from the SLM because they are reporting inactive. Did anyone experience anything similar and if so what was the resolution/cause? Thank you in advance.

Top Rated Answers

piidelete_June2026
3 years ago
If the server/computer is inactive pushing it via the INV Console will do nothing as the agent will not be communicating with the gateway/master server to get updates.
I would suggest testing via a manual, in-place install. It will install over the top and restart the services for you.
Then target this specific servers via SCCM.
Expand Post
Selected as Best

All Answers

piidelete_June2026
3 years ago
Take a look at this document on Quarantine management as to why your machines are going from Active to Quarantined and then to Inactive: Quarantine management (snowsoftware.com)
Also note you cannot "update the agent from SLM" as you mention - you'll need to either do this from the Inventory console or more normally do this via deploying a new MSI package crated by Snow Support to those machines.

In any case it is best once a machine goes in to Quarantine state to investigate why the machine has stopped sending in data over the last 30 days (default setting)
Expand Post
- Yaseen
  3 years ago
  Hi Joseph,
  
  I must clarify that we have a external support for snow however I am working from client side.
  Happy for the support to go through the doc and compare the settings set in our environment however what we are noticing is 2 events
  a server active in AD and is ping-able, with client ver 6.8.1. May had restarts after windows patch updates. Importantly the snow agent services are stopped. As a test, we restarted the services and the server reports active in SnowLM.
  Our support can check the quarantine settings, but what we see a server reporting active suddenly goes( at least I don't see them going to Quarantine from Active and then inactive)
  Few events happened in recent months
  Enabled snow web metering for a specific dept or OU
  Updated the Snow Lm version
  We do have policy for end user machines to go to quarantine from active if they dont report after 30 days to free up key storage but not for servers
  Can you please help me with any pointers to drive our investigation as enabling services on more and more servers will be hard and I assumed that a agent version cannot be upgraded from inventory console if the agent services are stopped on client and reporting inactive in Snow manager.
  Expand Post
  - piidelete_June2026
    3 years ago
    I'll focus on this part:
    
    a server active in AD and is ping-able, with client ver 6.8.1. May had restarts after windows patch updates. Importantly the snow agent services are stopped. As a test, we restarted the services and the server reports active in SnowLM.
    
    I have seen this before specifically with version 6.8.1 and a bad package provided by Support. I would recommend getting the latest agent and installing over the top of it. This has solved this the few times i have seen it.
    
    Expand Post
  - Yaseen
    3 years ago
    Thank you Joseph, really appreciate your prompt response. We are in process of including the package in our win patch cycle. However for the servers which are inactive and services stopped in snow, last query can we push the new agent version 6.14.1 ? From snow inv console? Or the solution is to through sccm sort of solution?thank you again
    Expand Post
  - piidelete_June2026
    3 years ago
    If the server/computer is inactive pushing it via the INV Console will do nothing as the agent will not be communicating with the gateway/master server to get updates.
    I would suggest testing via a manual, in-place install. It will install over the top and restart the services for you.
    Then target this specific servers via SCCM.
    Expand Post
    Selected as Best
  - Yaseen
    3 years ago
    Thank you Joseph for the help and advise. Really appreciate
    Expand Post

Related Product Forums

→ Flexera One

→ FlexNet Manager

→ Snow License Manager

Need help finding an answer?

Ask a Question →

Loading

We are facing issues with several servers reporting inactive in SLM. The agent version installed on the device is 6.8.1