• Connection issues
• Collect Agent logs from target hosts
• Multiple items for one Agent on Agents page
• Use uamsclient-ctl tool to override the client ID
• Set the UAMS_CLIENT_ID_OVERRIDE [string] variable

Connection issues

If the Agent status is Disconnected, it might be caused by a connection issue.

1. Check the Agent logs. Search for issues related to accessing endpoints or blocked ports. See Collect Agent logs from target hosts.

   On target hosts, log files are stored in the following default locations:

   • Windows: C:\ProgramData\SolarWinds\UAMSClient\log\uamsclient.log
   • Linux: /var/log/solarwinds/uamsclient/uamsclient.log

2. Make sure that the firewall on the host allows access to allSolarWinds Observability SaaS endpoints. See Data centers and endpoint URIs.

Collect Agent logs from target hosts

1. In SolarWinds Observability SaaS, click Settings > Agents.

2. Click the vertical ellipsis at the end of a SolarWinds Observability Agent row and select Collect Logs. Agent logs available on the target host start to be downloaded to SolarWinds Observability SaaS.

3. When the download is complete, you will see a download logs button next to the agent. Click the button to download the logs to your computer.

Agent logs are downloaded as a ZIP archive and are available for download in SolarWinds Observability SaaS for 24 hours. To get a fresh set of logs, repeat the steps above.

Multiple items for one Agent on Agents page

When you see multiple items for one SolarWinds Observability Agent on the Agents page, configure your deployment to override the Client ID.

By default, Agent ID is tied to the external MAC address of the target host. Once the host reboots, a new Client ID is created and a new Agent item based on the ID is displayed in Agents.

To resolve the issue, override the client ID using the uamsclient-ctl tool or an environment variable.

Use uamsclient-ctl tool to override the client ID

To use a randomly generated client ID, run the following code:

Windows PowerShell for a random client ID

C:\'Program Files'\SolarWinds\UAMSClient\uamsclient-ctl.exe bind-new-identity -work-dir $env:programData\SolarWinds\UAMSClient -log-dir $env:programData\SolarWinds\UAMSClient\log

Linux for a random client ID

sudo -u swagent /opt/solarwinds/uamsclient/sbin/uamsclient-ctl bind-new-identity -work-dir /opt/solarwinds/uamsclient/etc -log-dir /var/log/solarwinds/uamsclient

To use a specific client ID, replace <your UUID> with the ID and run the code:

Windows PowerShell for a specific client ID

C:\'Program Files'\SolarWinds\UAMSClient\uamsclient-ctl.exe bind-identity -id <your UUID> -work-dir $env:programData\SolarWinds\UAMSClient -log-dir $env:programData\SolarWinds\UAMSClient\log

Linux for a specific client ID

sudo -u swagent /opt/solarwinds/uamsclient/sbin/uamsclient-ctl bind-identity -id <your UUID> -work-dir /opt/solarwinds/uamsclient/etc -log-dir /var/log/solarwinds/uamsclient

Set the UAMS_CLIENT_ID_OVERRIDE [string] variable

Set the client ID value in the UAMS_CLIENT_ID_OVERRIDE [string] variable. If the variable is defined during the client start, the value will be used. This value has priority over the client-id-override value in the dynamic configuration file.

When you set the UAMS_CLIENT_ID_OVERRIDE [string] variable, the defined value will always be used and the Agent will not be replicated on the Agents page for each reboot. The UAMS_CLIENT_ID_OVERRIDE variable must be in the Universally Unique Identifier (UUID) format