Troubleshooting (Installation)

Problems and possible causes:

Cannot access the Ipswitch Analytics server

• During the Server installation, when selecting a Tomcat certificate option, you imported a Certificate Keystore but the keystore failed. To fix the certificate keystore, update the certificate by Modifying the Server Installation.

Ipswitch Analytics Server sign-in page does not appear

• The Ipswitch Analytics Server machine is shut down or is restarting.
• The Ipswitch Analytics Server service is not running. Check this in your computer's Control Panel > Administrative Tools > Services.
• Verify internet connectivity on both machines.
• During the Ipswitch Analytics Server installation, the PKCS12 keystore certificate was entered in an unsupported format. The installer does not validate imported certificates.

  To fix this: Modify the server installation and select a keystore certificate that has a .PFX or .P12 extension.

In the Monitor module, Agent status is Unknown or Offline

• The MOVEit database machine is shut down or is restarting.
• The MOVEit database service has stopped running.

  To check this: On the MOVEit database machine, go to the Control Panel > Administrative Tools > Services. Depending on the MOVEit database, make sure either the Microsoft SQL Server or the MySQL service is running.

• The Agent machine is shut down or is restarting.
• The Ipswitch Analytics Agent service has stopped running on the Agent machine.

  To check this: On the Agent machine, go to the Control Panel > Administrative Tools > Services. Verify that the Ipswitch Analytics Agent service is running.

• There is no Internet connectivity on the Agent machine or the MOVEit database machine.
• Firewall restrictions prevent the Agent machine from having network access to the MOVEit database machine or the Ipswitch Analytics Server machine.
• The password that the Agent uses to access the MOVEit database has expired or was changed.

  To update the Agent username or password, you must modify the Agent installation.

• The HTTPS port on the Agent machine, the MOVEit database machine and/or the Ipswitch Analytics Server machine is not open.

  To update the port numbers for any of these machines, you must modify the Agent installation.

In the Monitor module, the Agent does not appear on the dashboard

• Modify the Agent installation: on the Analytics Server Settings screen, make sure that you enter the correct password for the Agent to access the Ipswitch Analytics server.
• Check the Agent log on the Agent machine, located at C:\Program Files\Ipswitch\Analytics Agent\logs\agent.log to see if the Agent is able to receive data from the MOVEit database, authenticate with the Ipswitch Analytics Server and send data to the Ipswitch Analytics Server.