Hi @SubhraB ,
Agent shows up in ServiceNow, but Collection fails for Host data on Amazon Linux 2023 kernel-6.1 AMI, and systemctl status acc shows errors.
Likely cause & why this happens-
* Amazon Linux 2023 is quite new; it has some differences from standard RHEL/CentOS or Ubuntu distributions.
* The ACC agent may rely on certain libraries, permissions, or kernel modules that:
* Are missing,
* Have a different path,
* Or need manual installation.
Solution:
1.Confirm supported OS
* First check if Amazon Linux 2023 is officially supported by your ACC version.
* Go to: ServiceNow Docs → ACC supported OS list
* If not listed, consider using Amazon Linux 2, which is widely supported.
2. Check service status & logs
Run:
sudo systemctl status acc
Then get more detailed logs:
sudo journalctl -u acc
Look for:
* Missing dependency errors
* Permission issues
* SELinux/AppArmor denials
3.Validate agent dependencies
* Ensure these common packages are installed:
sudo yum install -y glibc libgcc libstdc++ curl openssl
* If systemd reports service failed to start due to missing .so libraries, install them.
4. Verify agent user permissions
* The ACC agent runs as a specific user (often snacc or servicenow).
* Confirm:
id snacc
* Make sure it has:
* Read access to /proc
* Execute access on installed binary
* Correct ownership of config and log files (usually /opt/servicenow/acc/)
5. Reinstall the agent cleanly
Remove and reinstall:
sudo /opt/servicenow/acc/agent uninstall
Then install again using the single-line install script from ServiceNow:
curl -sSL <agent-install-url> | sudo bash
Make sure to run as root or with sudo.
6. Network connectivity
Ensure the agent can connect to the MID server or directly to ServiceNow instance:
* Outbound HTTPS (443) must be allowed.
* Check using:
curl -v https://<your-instance>.service-now.com
7. Validate certificate store
Some newer Amazon Linux images don’t have full CA certificates pre-installed.
Install/refresh CA certificates:
sudo yum install -y ca-certificates
sudo update-ca-trust force-enable
8.Update the agent to latest version
Check if your ACC agent is the latest supported:
* Go to Agent Client Collector → Download Agent
* If an update is available, use the new installer.
9. Check known issues
* Some earlier ACC builds had kernel compatibility problems with kernel 6.x.
* If possible, test on Amazon Linux 2 to see if the issue is kernel-related.
Final step:
If after above steps collection still fails:
* Gather:
* /opt/servicenow/acc/logs/agent.log
* Output of systemctl status acc
* Output of journalctl -u acc
* Open a HI ticket or ServiceNow support case with these logs.
Summary (quick fix checklist):
1.Confirm OS support → Amazon Linux 2023 might not be officially supported

2.Check systemctl & journalctl logs

3.Install dependencies & update CA certs

4.Validate user permissions

5.Reinstall agent

6.Check network and instance connectivity

7.Upgrade agent if possible
Please appreciate the efforts of community contributors by marking appropriate response as Mark my Answer Helpful or Accept Solution this may help other community users to follow correct solution in future.
Thank You
AJ - TechTrek with AJ
LinkedIn:- https://www.linkedin.com/in/ajay-kumar-66a91385/
YouTube:- https://www.youtube.com/@learnitomwithaj
ServiceNow Community MVP 2025
