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Topic Title: Agent authentication failed
Topic Summary: Agent Authentication
Created On: 07/05/2016 12:46 PM
Status: Read Only
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 07/05/2016 12:46 PM
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KumarParameswaran
Expert (100-199)

Posts: 127
Joined: 10/10/2012

Hi,

We are getting this error "Agent authentication of <SERVER NAME> failed because" on one of our server where the BPA Agent is installed. It was working fine earlier. We didn't have any issues with the other Agent servers.

I am getting the same error even after I re-install the agent.

Any help is highly appreciated.

Thanks



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AutoMate BPA Server 9 version: 9.0.3
Windows version: Windows Server 2008 R2
 07/05/2016 01:42 PM
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Justin Aucoin
HelpSystems

Posts: 360
Joined: 02/15/2016

Hi Kumar,

Open the registry editor and navigate to the following key. HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Network Automation\AutoMate BPA Agent 9\TaskService\Agent

In the the Agent Registry key, check if there are two strings name RegistrationUsername and RegistrationPassword. If so, then ensure the values are set to Administrator username and password for BPA. If the strings do not exist, please create them and populate the values for the BPA Administrator account. Once this is done, restart the BPA Agent service and if the Agent is able to register, the two strings will disappear.

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AutoMate BPA Server 9 version:
Windows version:


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Justin Aucoin | Support Analyst
AutoMate | Division of HelpSystems
HelpSystems, LLC | T: +1.213.738.1700 | F: +1.213.738.7665
 07/05/2016 02:45 PM
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KumarParameswaran
Expert (100-199)

Posts: 127
Joined: 10/10/2012

Thanks Justin,

On the Agent machine the said strings were there with the values are set to Administrator username and password with some encrypted string (I believe this is encryptied Administrator password), but I am still getting the same error and the agent icon is read saying "Automate BPA Agent <Agent Machine Name> attempting reconnection to <BPA Server Name>.

Please let me know if I am missing any.

Thank you

 



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AutoMate BPA Server 9 version: 9.0.3
Windows version: Windows Server 2008 R2
 07/05/2016 02:49 PM
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Justin Aucoin
HelpSystems

Posts: 360
Joined: 02/15/2016

Hi Kumar,

Edit the two the entries, specifically the password and enter the current password for the BPA administrator account.

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AutoMate BPA Server 9 version:
Windows version:


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Justin Aucoin | Support Analyst
AutoMate | Division of HelpSystems
HelpSystems, LLC | T: +1.213.738.1700 | F: +1.213.738.7665
 07/05/2016 02:55 PM
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KumarParameswaran
Expert (100-199)

Posts: 127
Joined: 10/10/2012

Hi Justin,

I am getting the same error even i change the entries.

Thank you



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AutoMate BPA Server 9 version: 9.0.3
Windows version: Windows Server 2008 R2
 07/05/2016 03:19 PM
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Devin Cannon
HelpSystems

Posts: 398
Joined: 03/17/2016

Hi Kumar,

I'd like to setup a remote support session with you to troubleshoot this.  Please email automate.support@helpsystems.com with your availability and time zone and please reference this forum thread.



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AutoMate BPA Server 9 version:
Windows version:


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Devin Cannon | Support Analyst
AutoMate | Division of HelpSystems
HelpSystems, LLC | T: +1.213.738.1700 | F: +1.213.738.7665
 07/06/2016 09:35 AM
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KumarParameswaran
Expert (100-199)

Posts: 127
Joined: 10/10/2012

Devin,

Thanks for the remote support session. So you recommend not to install this patch. Is there anyother patch that we need to aware of?

Solution: Uninstalling this windows update MS16-077 | KB3161949 fixed the issue.

Thank you



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AutoMate BPA Server 9 version: 9.0.3
Windows version: Windows Server 2008 R2
 07/06/2016 12:45 PM
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Alex Escalante
HelpSystems

Posts: 871
Joined: 02/26/2014

Hello Kumar,

Patches are usually only issued on a per case basis. We do not recommend installing a patch if you are not experiencing the issues that the patch is meant for.

Please let us know if you encounter any additional issues, and we will be happy to address them.

Glad to hear your issue is resolved.

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Alex Escalante | Support Analyst
AutoMate | Division of HelpSystems
HelpSystems, LLC | T: +1.213.738.1700 | F: +1.213.738.7665
 07/27/2016 08:50 AM
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KumarParameswaran
Expert (100-199)

Posts: 127
Joined: 10/10/2012

Thanks Alex,

We are having the same issue but with the other server. This time we upgraded the Agent server's OS and the earlier said patch wasn't installed.

Anyhelp is highly appreciated.

Thank you

 



 Category Survey
AutoMate BPA Server 9 version: 9.0.3
Windows version: Windows Server 2008 R2
 07/27/2016 09:04 AM
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Devin Cannon
HelpSystems

Posts: 398
Joined: 03/17/2016

Hi Kumar,

Can we setup another remote support session to troubleshoot this?  Please email automate.support@helpsystems.com with your availability and time zone and please reference this forum thread.



 Category Survey
AutoMate BPA Server 9 version:
Windows version:


-------------------------

Devin Cannon | Support Analyst
AutoMate | Division of HelpSystems
HelpSystems, LLC | T: +1.213.738.1700 | F: +1.213.738.7665
 06/19/2017 09:51 PM
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RommelSilvero
Student (5-19 posts)

Posts: 15
Joined: 06/19/2017

I have the same error.

Tried to reisntall the agent but to no avail.

This is a remote agent. Password is match on both agent and Automate Server.

Tried to uninstall the patch but still the same error.

 

Please let me know what else need to be done on this issue.



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 06/20/2017 09:12 AM
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KumarParameswaran
Expert (100-199)

Posts: 127
Joined: 10/10/2012

Its been a while and I forgot what did the support do to fix the issue at the second time. You might want to send a email to automate.support@helpsystems.com for remote support.

Thank you



 Category Survey
AutoMate BPA Server 9 version: 9.0.3
Windows version: Windows Server 2008 R2
 06/20/2017 06:01 PM
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RommelSilvero
Student (5-19 posts)

Posts: 15
Joined: 06/19/2017

Yeah I talked to them but still the issue is not resolved yet.

Im running Windows 2012 for Agent/target server. Its really weird seeing the agent in the BPA console but it cannot authenticate or something. 

The support is doing some research and I will call them again tomorrow.

 



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