Software not detected by Agent on Linux Server CI in PROD – empty array returned

[EliStowi]

Hi All, 

I’m facing an issue with a Linux Server CI: the installed software is not being detected by the installed Agent.

Details:

• The agent has been updated and reinstalled (latest Version 6.0.4).

• When looking for installed software, we only get an empty array.

• Permissions on the server have been checked and are configured the same as other CIs where it works.

• Interestingly, the same setup works fine in our DEV environment, but not in PROD

Now some details are known, I would be interested to know if anyone encountered similar issues or have suggestions why the software query returns an empty array in PROD even though all permissions seem correct?

Let me know if you need any further information.

Thanks in advance for any advice!

Kind Regards

[pavani_paluri]

Hi @EliStowi ,

Can you share which specific software isn't being detected? Also, please check if it's running as a process on the server. You can use the ps -ef command in Linux to see all active processes.

We recently had a similar situation with GoAnywhere software. Even though we expected it to show up in the installed software list, ServiceNow was actually identifying it as a Tomcat process instead.

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for

Kind Regards,

Pavani P

[EliStowi]

Hi @pavani_paluri , 

Thanks for your answer. 

The software I am talking about is every software which is installed on the Server (view screenshot which I took in our DEV Envoironment because the Agent is working there).

Currently we do not get any software from the agent in PROD, just an empty array [ ] if I run the agent check. 

[JobyV]

Have you done the test check for installed software using the related link in the agent?

If it is successful, its most probably due to the policy. It has a schedule of 24 hrs, so when the collection happens next time, it will also run the installed software checks and populate the data. If you look in the agent log, you should see an entry saying something similar to 'scheduled for later'.

[EliStowi]

Hi @JobyV , 

thanks for yor reply. 

I ran the agent check and it works but it returns an empty array [ ] for the installed software. On a working Agent I get a large list of the installed software. 

Where can I find the agent logs?