Troubleshoot

This article covers known Insight Agent troubleshooting scenarios. For troubleshooting instructions specific to Insight Agent connection diagnostics, logs or other Insight Products, see the following articles: For troubleshooting instructions specific to Insight Agent connection diognistics, logs or other Insight Products, see the following articles:

If you need to run commands to control the Insight Agent service, see Agent controls.

Agent service is present, but won’t start

The Insight Agent service will not run if required configuration files are missing from the installation directory. These files include:

  • config.json
  • ssl/cafile.pem
  • ssl/client.crt
  • ssl/client.key

This is often caused by running the installer without fully extracting the installation package. Complete the following steps to resolve this:

  1. Uninstall the agent. See Agent controls for instructions.
  2. Fully extract the contents of the installation zip file and ensure all files are in the same location as the installer.
  3. Run the installer again.

Inconsistent assessment results on virtual assets

The Insight Agent uses the system’s hardware UUID as a globally unique identifier. In virtual deployments, the UUID is supplied by the virtualization software. Improperly configured VMs may lead to UUID collisions, which can cause assessment conflicts in your Insight products.

If you mass deploy the Insight Agent to several VMs, make sure you follow the special procedures outlined on our Virtualization page.