How to Install the Agent Client Collector (ACC) on Windows
Introduction
The Agent Client Collector (ACC) is a lightweight ServiceNow agent installed on Windows machines that enables endpoint visibility, health monitoring, and communication with the ServiceNow platform through a configured MID Server.
This guide walks you through the manual installation of the Agent Client Collector on a Windows machine using the installation wizard.
Prerequisites
Before installing the Agent Client Collector, ensure the following prerequisites are met:
A MID Server is installed and running.
The MID Server WebSocket Server has been configured.
You have access to the Agent Client Collector module in ServiceNow.
Your account has the agent_client_collector_admin role.
Verify that your Windows operating system is supported.
If you are using Internet Explorer, disable IE Enhanced Security Configuration before downloading the installer.
Note: The Agent Client Collector communicates with the ServiceNow instance through the MID Server WebSocket. Ensure this configuration is completed before proceeding with the installation.
Installation Steps
Step 1: Navigate to Agent Downloads
Log in to your ServiceNow instance.
In the Application Navigator, search for:
Agent Client Collector → Agent Downloads
Download the Windows (.msi) installation package.
Step 2: Launch the Command Prompt
Open Command Prompt by selecting Run as administrator.
Navigate to the location where you downloaded the Agent Client Collector installation file. For example:
cd C:\Users\<username>\Downloads
Run the installation file by entering its complete file name, including the .msi extension. For example:
AgentClientCollector.msi
The Agent Client Collector Installation Wizard opens.
Click Next until you reach the MID Web Server Connection Settings page.
Step 3: Configure MID Web Server Connection
(Insert Screenshot – MID Web Server Connection Settings)
On the MID Web Server Connection Settings page, enter the following information:
Field Description
| MID Web Server Name/IP | IP address or hostname of the MID Server |
| MID Web Server Port | WebSocket port configured on the MID Server |
| MID Web Server API Key | API Key generated for the MID Web Server |
After entering the required information, click Next.
Create a MID Web Server API Key
Before installing the Agent Client Collector, you must generate an API Key that will be used to authenticate the agent with the MID Web Server.
In the Application Navigator, navigate to:
All → MID Web Server API Key
Click New.
Enter a meaningful Name for the API Key.
Example:
ACC-Windows-API-Key
Click Save.
After saving the record, locate the Related Links section on the form.
Click View API Key.
Copy the generated API Key and keep it in a secure location.
Step 4: Create or Select the Service Account
The installer provides two options:
Option 1: Use Default User (Recommended)
Creates a local servicenow user automatically.
The password is generated automatically.
Suitable for most installations.
Option 2: Use an Existing User
You can also specify:
Local Windows User
Domain User
Group Managed Service Account (gMSA)
Local Service Account
Local System Account
Choose the option that best suits your organization's security standards and click Create User.
Step 5: Configure the Allow List
After the user account is created:
Enable the Execute Command Allow List option if you want the predefined checks to run after installation.
Click Next to continue.
Step 7: Configure the MID Server for Agent Client Collector
After the Agent Client Collector installation is complete, you must configure the MID Server to accept connections from the installed agent.
Navigate to:
All → MID Server → Servers
Open the MID Server that will communicate with the Agent Client Collector.
In the Related Links section, click Setup ACC Listener.
Wait for the listener configuration to complete successfully.
Step 8: Verify the Agent Registration
Once the ACC Listener has been configured:
Navigate to:
All → Agents
Verify that the newly installed Agent Client Collector appears in the list.
If the agent is displayed, the installation has been completed successfully.
Troubleshooting
Agent Not Appearing
If the agent does not appear under All → Agents, perform the following troubleshooting steps.
Solution 1: Restart the Agent Client Collector Service
Open Services on the Windows machine.
Locate the Agent Client Collector service.
Right-click the service and select Restart.
Wait a few moments and refresh the Agents list in ServiceNow.
Solution 2: Disable IE Enhanced Security Configuration
If the agent still does not appear after restarting the service:
Open Server Manager on the Windows server.
Navigate to the Local Server page.
Locate IE Enhanced Security Configuration.
Click the current setting and change it to Off.
Wait a few moments and refresh the Agents page in ServiceNow.
In many cases, disabling IE Enhanced Security Configuration allows the Agent Client Collector to establish communication with the MID Server successfully.
Verification
After completing the above steps:
The Agent Client Collector should be visible under All → Agents.
The agent status should display as Online or Connected.
The agent is now ready to receive commands and perform endpoint operations through ServiceNow.
You can add the following section before the Verification section.
Post-Installation Validation
Step 9: Collect Host Data
After verifying that the Agent Client Collector appears under All → Agents, perform a host data collection test to ensure the agent is communicating correctly.
Navigate to:
All → Agents
Open the newly registered Agent Client Collector.
Click the Collect Host Data UI Action.
If the host data is collected successfully, the agent is working correctly and you can proceed to the verification step.
Troubleshooting: Host Data Not Collected
If you receive an error while clicking Collect Host Data, or the host data is not collected, perform the following checks.
Solution 1: Run the Test Check
On the Agent record, locate the Related Links section.
Click Test Check.
Select the appropriate Check Definition and execute the test.
If the check returns any errors, continue with the next troubleshooting step.
Solution 2: Verify the Service Account Permissions
On the Windows machine:
Open Services.
Locate Agent Client Collector.
Double-click the service to open its properties.
Select the Log On tab.
Note the user account configured to run the service.
Verify that this user has the Log on as a service permission in the Local Security Policy.
If the configured user does not have the Log on as a service permission, grant the permission, restart the Agent Client Collector service, and try Collect Host Data again.
Conclusion
The Agent Client Collector (ACC) installation is complete once the agent is successfully registered, connected to the MID Server, and able to collect host data. Following the steps in this guide ensures that the agent is configured correctly and ready to perform endpoint monitoring and execute supported operations through ServiceNow. If you encounter any issues during the installation, refer to the troubleshooting sections to identify and resolve common configuration problems.
