ACC Host Data Collection Fails with ACC-1510 and “Unexpected EOF

Aman Trivedi1 · 3 weeks ago

Hi All,

I am facing this issue, Agent Client Collector (ACC) mid-less is successfully installed and registered on the Windows server. The ACC agent appears as Up in ServiceNow, but Host Data Collection fails.

The following error is coming;

ACC-1510 – Unable to download ACC plugin

error getting assets for check:
error downloading asset: unexpected EOF

Anyone face this issue earlier?

Thanks in advance

Aman Trivedi1 · 2 weeks ago

Hi @rpriyadarshy , @Vishnu-K , @RaoufA

The ACC agent has been successfully installed and registered, and the agent is showing as Up in ServiceNow and showing data collected. However, we are facing an issue where the existing CI is not getting updated through ACC.

Current scenario

ACC agent is installed successfully.
Agent registration is successful.
Agent status shows Up in ServiceNow.
The server/CI already exists in the CMDB.
ACC is communicating with the instance.
However, the expected CI attributes are not being updated/populated on the existing CI.

The main concern is that even though the ACC agent appears to be working and communicating with ServiceNow, the collected information is not resulting in updates to the corresponding CI

RaoufA · 2 weeks ago

Hi Aman,

Few questions to narrow down the issue:

What is the device type? E.g. Linux Server or a Windows laptop?
What is the exact attributes you're looking for? Where are you looking for said attributes? For example, are you looking for Software Installations to appear in cmdb_sam_software_install? or something/somewhere else.

Aman Trivedi1 · 2 weeks ago

Hi @RaoufA ,

The target is a Windows Server, and our objective is to use ACC MID-less / ACC-Visibility to collect the Windows Server information and discover the related MSSQL components

Host Data Collection was showing Collected, the existing Windows Server CI was not initially being updated as expected.

The existing CI had:

Discovery Source = ServiceNow

We then compared this agent with an older working ACC implementation.

The older working agent had two checks:

Enhanced Discovery
Installed Software

Our new ACC agent initially had only:

Installed Software

We reviewed the Enhanced Discovery Policy and found that its monitored-CI script checks the following property:

sn_agent.disco_disable_ci_clobber_of_agentless_disco = true

With the property enabled, the policy script filters computer CIs based on Discovery Source and includes:

AgentClientCollector
ACC-Visibility
ServiceNow DEX

Our existing server CI had: Discovery Source = ServiceNow

Therefore, it did not appear to qualify for the Enhanced Discovery Policy.

For testing purposes only, we manually changed the existing Windows Server CI Discovery Source from: ServiceNow to ACC-Visibility.

and triggered Collect Host Data again.

After making this test change, the behavior changed immediately.

The agent now has both checks:
Enhanced Discovery
Installed Software

ACC successfully updated several attributes on the existing Windows Server CI, including CPU, CPU core count, CPU speed, FQDN, operating system, and OS version.

More importantly, ACC also discovered MSSQL-related CIs such as:

MSFT SQL Instance
SQL Server Analysis Services

The remaining question is around the supported configuration for existing CIs that were previously discovered through Discovery and therefore have Discovery Source = ServiceNow.

We do not want to manually change the Discovery Source on each existing CI.

Existing IRE:

Any advice?