Troubleshoot OneAgent installation on Windows

To ensure seamless functioning of OneAgent and to avoid overhead, we recommend excluding all files in the OneAgent installation directory from antivirus scan.

We also recommend that you configure your antivirus software so that it treats the OneAgent process as trusted and non-malicious. Refer to the documentation of your antivirus solution to learn how to do this.

If you're using McAfee, you may experience CPU overhead. To resolve this issue, set McAfee to Exploit Prevention Compatibility Mode.

1. Disable Self-Protection and Exploit Prevention in the ENS console.
2. Set these registry values as a DWORD:
   • HKEY_LOCAL_MACHINE\SOFTWARE\McAfee\Endpoint\Ips\BO\dwBOCompatibilityMode=1
   • HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\McAfee\EndPoint\Ips\BO\dwBOCompatibilityMode=1
3. Re-enable Self-Protection and Exploit Prevention in the ENS console.

OneAgent is shipped with trusted DESK SSL certificates, which are used to verify that OneAgent connects successfully to DESK Server or ActiveGate.

If your environment uses a proxy (thereby requiring an update to the remote server's SSL certificate), then you may encounter a Server certificate check failed message during the initial connection check.

To resolve this issue, specify the trusted proxy certificate that is to be utilized by OneAgent. To do this, provide a copy of your proxy's SSL certificate as a file called custom.pem in the %PROGRAMDATA%\desk\oneagent\agent\customkeys. The file custom.pem should contain the proxy’s certificate along with any intermediate certificates as required.

One of the following may have occurred

• The process isn’t supported by our monitoring technology. You can always check which process types DESK supports.
• The process isn’t working on your server. Please ensure that your servers are running and that the processes are operational.
• There is delay in communication between DESK and your OneAgent. If this is the case, please wait a few moments and try again.
• Your OneAgent isn’t working properly. Go to Settings > Monitoring overview to confirm that monitoring is enabled for the host running your software.

If you're still unable to resolve this issue, please contact us at DESK answers. Also, consider installing OneAgent on a different machine.

Following installation of OneAgent, your Apache web server must be completely restarted to enable monitoring. To do this correctly, it's important to understand the difference between "partial" and "complete" restarts. In the case of partial restarts, the main Apache process re-reads its configuration files, re-opens its log files, and then restarts its worker processes. OneAgent however, requires a complete Apache web server restart in which all workers and—most importantly—the main Apache process are shut down entirely and then restarted.

See Stopping and Restarting Apache HTTP Server for more information on the different types of available restarts.

How to perform a complete restart

On Windows, you can either use the built-in Windows Service Management or Apache Service Monitor (httpd.exe) to restart Apache services. Restarting the Apache service with Windows Service Management guarantees the complete restart. With httpd.exe, you may be accustomed to restarting Apache by issuing a httpd.exe -k restart -n "Apache2.4" command. However, this command only results in a partial Apache restart.

To execute a complete Apache restart and enable deep monitoring with OneAgent, you need to first invoke a complete shutdown using the httpd.exe -k stop -n "Apache2.4" command. Only following this step can you restart the server using httpd.exe -k start -n "Apache2.4".

OneAgent consists of different processes that communicate via a TCP port with a watchdog. At startup, OneAgent watchdog attempts to open the first available port between port 50000 and 50100. In some cases you may need this port for your own applications that are started after OneAgent. In such cases, you can change the port range that the OneAgent watchdog uses by modifying the file watchdoguserconfig.conf.

The file watchdoguserconfig.conf is located in the following directory: %ProgramData%\desk\oneagent\agent\config

You can change the watchdog listening port by modifying the following line in the file:

From, for example: -portrange=50000:50100

To: -portrange=3000:3010

Be sure to restart OneAgent service following your changes.

Please see Which network ports does DESK Server use? for information on the ports used by DESK.

OneAgent Windows installer doesn't support the modify and repair operations. You can't reinstall OneAgent using the same installer version as the installed OneAgent. To reinstall OneAgent, uninstall it first or simply install a newer verion.