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What if the NetAgent won't install? - Troubleshooting

Windows

1. If you have downloaded and installed the NetAgent and you see a "Data not found" message like in the screenshot below:

then search for the 2 NetAgent logs (installation & production) found here:

Installation Logs:

  • C:\Users\<user name>\AppData\Local\Temp\.NetAgent\.NetAgent” (install log)

    -- replace <user name> with the username who installed the netagent.  It may be in the admin users directory.

    -- you want the file "netagent.log.xxxxxxxxxx"

Production Logs:

  • C:\Windows\SysWOW64\config\systemprofile\.NetAgent” (64bit windows)
  • C:\Windows\system32\config\systemprofile\.NetAgent” (32bit windows). 

--you will want to look at the file "netagent.log.xxxxxxxxx" with the latest date.

 

The log files will provide an indication as to what went/is going wrong.

 

If you can't open the file then copy the file and open the copy.  You may need to open the file with WordPad.  

 

The file will have information such as the following:

ERROR: 2016/12/14 15:37:04 internet.go:149: Failed in Do: <nil> Post https://p.netwatcher.com:8443/netagent/register: dial tcp 199.223.235.164:8443: connectex: No connection could be made because the target machine actively refused it.
ERROR: 2016/12/14 15:37:04 netwatcher-agent.go:49: FATAL Unable to register NetAgent: %!(EXTRA *url.Error=Post https://p.netwatcher.com:8443/netagent/register: dial tcp 199.223.235.164:8443: connectex: No connection could be made because the target machine actively refused it.)
ERROR: 2016/12/14 15:37:34 module-manager.go:524: Failed to update stats: Not registered
ERROR: 2016/12/14 15:37:34 module-manager.go:957: Not registered
ERROR: 2016/12/14 15:37:34 internet_windows.go:78: ERROR: We have two 0.0.0.0/0 gatweays, taking default internet

 

Feel free to post these files here and an analyst will work with you to get the issue addressed.

 

Issues that may cause this problem:

  1. A firewall may be blocking outbound communication to
  • p.netwatcher.com:8443 (tcp) - used for portal communication
  • sic.netwatcher.com:443 (tcp) - used for the Virtual Private Network (VPN)

 

Testing p.netwatcher.com:8443

You can test the first URL by opening a browser and in the URL type the following:       https://p.netwatcher.com:8443

If you get an error: “Not found, the URL was not found on the server” this means that connectivity is working for portal communications.   

If you get an error: "this site can’t be reached” this means that you cannot get connectivity for portal communications.  In this case you should check your firewall as it seems to be blocking anything outbound on TCP port 8443 (unusual and not usually the default setting).  The only way to fix this is to add an exception to the firewall for our p.netwatcher.com and TCP Port 8443 Outbound.

 

 Testing sic.netwatcher.com:443

You can test the second URL by using NetCat (found here and from https://nmap.org/ncat ) 

If you run NetCat using the sic.netwatcher.com url and port 443 like the following and type "test" you should see this if its working and can get through your firewall:

C:\ncat>ncat -v -v sic.netwatcher.com 443
Ncat: Version 5.59BETA1 ( http://nmap.org/ncat )
Ncat: Connected to 104.154.50.26:443.

test
Ncat: 6 bytes sent, 0 bytes received in 7.33 seconds.

In this case you should check your firewall as it seems to be blocking anything TCP outbound on port 443 (unusual and not usually the default setting).  The only way to fix this is to add an exception to the firewall for our sic.netwatcher.com and TCP Port 443 Outbound.

 

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