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Troubleshoot agent offline issue

Last Updated: Jun 12, 2018

If the Server Guard Agent status of your server is offline, try the following troubleshooting steps.

  1. Check if the Server Guard Agent process is running on the server.

    • For Windows systems: in Task Manager, check if the AliYunDun.exe and AliYunDunUpdate.exe processes are running.

    • For Linux systems: run the relevant command (such as top) to check if the /usr/local/aegis/aegis_client/aegis_xx_xx/AliYunDun and /usr/local/aegis/aegis_update/AliYunDunUpdate processes are running.

  2. Re-install the Server Guard Agent plug-in. For more information, see Install agent.

  3. Check the network connectivity status.

    • Classic network or EIP

      • For Windows systems: run the ping jsrv.aegis.aliyun.com -l 1000 command in the command line interface.

      • For Linux systems: run the ping jsrv.aegis.aliyun.com -s 1000 command.

    • VPC

      • For Windows systems: run the ping jsrv3.aegis.aliyun.com -l 1000 command in the command line interface.

      • For Linux systems: run the ping jsrv3.aegis.aliyun.com -s 1000 command.

      If the DNS resolution does not work as expected, check if the DNS service of the server is running properly.

  4. Check if you have any ACL firewall rules or Alibaba Cloud security group rules enabled on the server. Make sure that the IP addresses of the Server Guard server side are added in the firewall whitelist to allow network access.

    Note: Add the following IP addresses with port 80 into the whitelist. Add both port 80 and port 443 for the last IP segment into the whitelist.

    • 140.205.140.0/24 Port: 80
    • 106.11.68.0/24 Port: 80
    • 106.11.248.0/24 Port: 80 443
    • 106.11.250.0/24 Port: 80 443
    • 100.100.25.0/24 Port: 80 443
  5. Check if the public network bandwidth of your server is zero.

    1. If so, add the following DNS resolution records in the hosts file on your server.

      • 100.100.25.3 jsrv.aegis.aliyun.com
      • 100.100.25.4 update.aegis.aliyun.com
    2. Run the ping jsrv.aegis.aliyun.com command after the hosts file is modified.

      If the resolution result is not 100.100.25.3, restart your server or check if the DNS service of the server is running properly.

    3. If the correct IP still cannot be resolved, modify the network_config configuration file to update the t_srv_domain and h_srv_domain values to 100.100.25.3 and 100.100.25.4 respectively. network_config locates under the conf folder of the Server Guard Agent plug-in folder. After the modification, restart the Server Guard Agent process.

      Note: We strongly recommend that you back up the network_config configuration file before the modification.

      These steps only apply to the situation when public network bandwidth is zero and the Server Guard Agent is offline.

  6. Check if the CPU and memory usages of your server remain high (over 95%) for a long period. This can cause the Server Guard Agent process to work improperly.

  7. Check if the server has third-party anti-virus products (such as dongles and cloud locks) installed. Some third-party anti-virus products may block the network access of the Server Guard Agent plug-in.

    If so, disable the product temporarily, and then re-install the Server Guard Agent plug-in.

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