Agent Client Collector Down Status

[Todd Burnett]

Hello All, 

I have encountered an issue with ACC showing down for my company's laptops. I researched the logs and found the following error string on repeat.

[ERROR] [cmd] [error creating agent: error compacting queue: bucket already exists] Agent-Client-Collector exited with error
[WARNING] [cmd] config attribute id has been deprecated, please use name instead
[WARNING] [cmd] config attribute keepalive-timeout has been deprecated, please use keepalive-warning-timeout instead
[WARNING] [cmd] Setting log level to: info
[ERROR] [cmd] [error creating agent: could not open api queue (C:\ProgramData\ServiceNow\agent-client-collector\cache\queue.db): timeout] Agent-Client-Collector exited with error

I went to the C:\ProgramData\ServiceNow\agent-client-collector\cache\ on a laptop that was not working and noticed a .lasr.temp.db in the folder. This temp.db was not present in any of the working laptops.  To test to see if this would get the laptop to check in again. I stopped the service, deleted the temp.db, and started the service. The laptop came back up in the dashboard within 2 to 3 minutes.

At this point I know how to fix this issue when it occurs, but I have this on 400 laptops. I need to understand why this temp.db was created to troubleshoot the true root cause. Any help would be appreciated.

[ssr99]

Hi,

where did you search for agent logs, in my case agent is showing down but there is no agent logs why?

[Todd Burnett]

If the Agent is down, you need to have access to the device that ACC is installed on. If you have this access, you can navigate to  C:\ProgramData\ServiceNow\agent-client-collector\log and this will take you to the log files. Normally there is only 1 log file in there called acc.txt