Querying the status of the TCP connection of the Collector

Querying the status of the TCP connection of the Collector

Windows Collector

To query the status of the TCP connection between the Collector and the Appliance for a particular device, run the Collector Configuration Tool on the device with the following option:

nxtcfg.exe /g tcp_status
Applies to platforms: PlatformWindows.png

The TCP connection of the Collector is typically established between the Collector and the Engine appliance. Starting from V6.19 however, if rule-based Collector assignment is turned on, the TCP connection of the Collector is first established with the Portal appliance. Then, once it receives the coordinates of its assigned Engine, the Collector closes the connection to the Portal and establishes it with the Engine.

The Collector Configuration Tool queries the the Nexthink Coordinator service, which is the component of the Collector that is responsible for the TCP connection.

The following table shows the possible output messages along with their description. The messages that start with a timestamp are retrieved from the Coordinator service. On the other hand, messages that start without a date come directly from the Collector Configuration Tool:

Message Definition
[ERROR] Nexthink Coordinator service is not installed The Coordinator is not found in the device. No TCP connection is established.
[ERROR] Nexthink Coordinator service can not be queried The Coordinator is momentarily not able to respond to the query.
[ERROR] Unknown There was an unknown error while trying to get the status of the TCP connection from the Coordinator.
[INFO] Nexthink Coordinator service is stopped The Coordinator service is installed but not running. No TCP connection is established.
[MM/DD/YY hh:mm:ss] [INFO] Initializing connection The Coordinator is starting and attempting to establish a TCP connection with the Appliance.
[MM/DD/YY hh:mm:ss] [INFO] Connected The Coordinator established a TCP connection with the Appliance.
[MM/DD/YY hh:mm:ss] [INFO] Disconnected The Coordinator was disconnected from the Appliance and is actively waiting a new assignment.
[MM/DD/YY hh:mm:ss] [ERROR] Protocol failure There is a version mismatch between the Collector and the Appliance.
[MM/DD/YY hh:mm:ss] [ERROR] Customer Key issue There is a mismatch between the Customer Key in the Collector and that of the Appliance.
[MM/DD/YY hh:mm:ss] [ERROR] Certificate issue

There is an issue with the certificate validation. Probable causes:

  • The root CA used to sign the certificate was not deployed with the Collector installer or the root CA was not added to the Windows Trusted root certification authorities.
  • The address of the Appliance that is configured in Collector does not match the address defined in the subject of the certificate.
[MM/DD/YY hh:mm:ss] [ERROR] Host not found The DNS name or IP address of the Appliance configured in the Collector designates a host that is not found in the network.
[MM/DD/YY hh:mm:ss] [ERROR] TCP connection failure: <number> Returns an error code from the underlying implementation that indicates the reason for the failure.

The most common error is [ERROR] TCP connection failure: 0. It indicates that the host exists, but the Collector cannot connect to the indicated TCP port.

Mac Collector

To query the status of the TCP connection between the Mac Collector and the Appliance, open the command-line interface on your macOS device and type in:

cat /Library/Application\ Support/Nexthink/tcp_config.json | grep -i tcp-status

Applies to platforms: PlatformMac.png


Related references