ACC Agent Showing Disconnected or Down

SRSkaggs · ‎06-20-2024

Please see attached image, I have been troubleshooting a while and trying to figure out why the agents are still showing disconnected or down after upgrading instance to DC.

SRSkaggs · ‎07-24-2024

We ended up reaching out to Now Support and they provided us with a solution.

Here is their response:

The Table API Access Control is denying the request by the MID Server to fetch the 'AgentKeepAliveTransformer' MID Server Script Include (ecc_agent_script_include). This ACL is inactive in the latest OOTB version as well as in ptvedev which is why the issue did not exhibit there.

Solution Proposed:You can either:
1) Revert the Table API Access Control to the latest OOTB version (which is inactive)
2) Add the mid_server role to the Table API Access Control

Next Steps: Retest with this ACL no longer preventing retrieval of the required MID Server Script Include by restarting the MID Servers to initiate a file sync for the 'AgentKeepAliveTransformer' MID Script Include.

This resolved the issue and the ACC agents are all now in a up state

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