Agent Client Collector upgrade error codes

  • Release version: Australia
  • Updated May 28, 2026
  • 1 minute to read

    • Error codes generated during Agent Client Collector upgrades, with descriptions and resolution steps.

    Upgrade errors appear in All > Agent Client Collector > ACC Errors. Filter by error codes starting with ACC-50 to see upgrade-specific issues. Additional detail is available in the Message column of the Agent Upgrade Histories table. For supported platforms, see Supported platforms for Agent Client Collector auto-upgrade.

    Table 1. Upgrade error codes
    Error code Description Resolution
    ACC-5005 Agent operating system is not supported for auto-upgrade. The agent can't be auto-upgraded. Manually install the new version on the agent host. For supported platforms, see Supported platforms for Agent Client Collector auto-upgrade.
    ACC-5006 Agent version is earlier than the minimum required for auto-upgrade (2.7.0). Manually upgrade the agent to version 2.7.0 or higher, then retry.
    ACC-5007 Agent is not in Up status. Wait for the agent to reconnect. If the agent remains down, investigate connectivity issues on the agent host.
    ACC-5013 Agent-side validation failed (AgentVerification stage). Check the acc.log file on the agent host. Common causes include insufficient permissions, low disk space, and missing dependencies.
    ACC-5015 MID Server is not in Up status. Restore the MID Server that this agent connects through, then retry the upgrade.
    ACC-5016 Upgrade timed out. The agent did not complete the upgrade within the allowed time. Connect to the agent host and check whether the agent service is running. Review the upgrade log:
    • Linux and macOS: {AGENT_LOG_DIR}/servicenow/agent-client-collector/upgrade.log
    • Windows: %TEMP%\ACC_Logs\ACC_Upgrade.log
    If the service is running but the status did not update, restart the agent service.
    ACC-5017 Agent has exceeded the maximum retry limit for failed upgrades.
    1. Investigate the root cause in the agent logs.
    2. After resolving the issue, open the agent record and navigate to the related Agent Extended Info record.
    3. Set failed_upgrade_attempts to 0 and save.
    4. Navigate to ACC Errors and resolve the ACC-5017 error for this agent.
    5. The agent is picked up in the next scheduled upgrade run.
    ACC-5018 Target upgrade version is invalid. Check the sn_agent.agent_upgrade_version property. The value must be a valid version number, for example 5.0.1.