ACC Agent Showing Disconnected or Down

[SRSkaggs]

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.

[Doci1]

And what is in related MID log? Disconected seems to me as MID server is down...

[SRSkaggs]

MID server is up, running and validated. That is not the issue in this case.

[SRSkaggs · Accepted solution]

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