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ACC Agent stuck on Collecting

anthonyokoth
Tera Expert

‎08-26-2025 04:21 AM

For a POC, i installed an Agent on a Windows machine. Since installation, 4 days ago, it has been stuck on "Collecting". I am also unable to restart the agent from the agent record in ServiceNow. As you can see, no checks are configured for the agent. I have cleared and validated the assets (clicking on the related links). When i run a test check, i am receiving results back.

anthonyokoth_0-1756207144764.png

What could be causing this and how can i fix it?

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dbook
Kilo Sage

‎08-29-2025 05:18 AM

What debugging and log reviews you completed? 

 

A couple of articles which may get you going in the right direction. If you post log outputs we may be able to help further. 

 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1431441

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0815247

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