Product Documentation

Troubleshoot agent download and installation issues

This topic provides troubleshooting tips for agent download and installation issues.

Unable to download the agent

When attempting to download the Smart Tools Agent, the following error message appears:

File not exists

To resolve this issue, contact Citrix Technical Support.

Agent installation fails

When attempting to install the Smart Tools Agent on VMs in Citrix XenServer or VMware vSphere resource locations, the installation fails.

This issue can occur if firewalls are blocking access to the machine, either betweenn Smart Tools and the machine or on the machine itself.

When the agent is installed on machines as part of a blueprint deployment, Smart Tools uses the following inbound ports to install the agent:

  • Linux: Port 22 (SSH)
  • Windows: TCP port 3389 (RDP)

Ensure that these ports are open on the machine for successful agent installation. After the agent is installed, you can shut down these ports as all further communication between the machine and Smart Tools occurs over outbound HTTPS (port 443).

Unable to uninstall the agent

The Smart Tools Agent fails to install on a Windows machine.

To resolve this issue, perform the following actions:

  1. Ensure that the Citrix Smart Tools Agent Service is stopped. Select Start > Control Panel > System and Security > Administrative Tools > Services. From the services list, verify if the Citrix Smart Tools Agent Service is stopped. If the agent service is running, right-click Citrix Smart Tools Agent Service and select Stop.
  2. Uninstall the agent.
  3. Delete the installation directory.

Unable to view machine details after agent registration

The agent is installed and registered successfully on a machine. However, machine details are not available.

This issue occurs if you have multiple Smart Tools accounts and you install the Smart Tools Agent from one account on machines in your other accounts. The machine details appear only on the account from which the agent is downloaded.

To resolve this issue, perform the following tasks:

  1. Uninstall the agent from the machine
  2. Delete the installation directory
  3. Download the correct agent for your environment.
  4. Install the agent on the machine. The machine details appear on the Smart Tools account from where you downloaded the agent package.

Agent installation times out

When installing the Smart Tools Agent on a VM, the agent installation halts and times out.

This issue occurs if the VM template (in XenServer or vSphere) is not created according to the instructions in Prepare Windows Server VM templates for deploying blueprints.

To resolve this issue, review the applicable section of Prepare Windows Server VM templates for deploying blueprints, recreate the VM template, and use the new template when creating new VMs in the resource location.

Agent installation fails for non-admin users having administrator privileges on Windows

During blueprint deployment, agent installation fails for non-admin users having administrator privileges on a Windows machine. The following error message appears in the blueprint deployment step output:

Failed to install agent

Before you create a Windows VM template, ensure that you have disabled User Access Control on Windows. Deploy your blueprint using the Windows VM template.