An Agent heartbeat incident occurs when the Agent is unable to sync to our platform. The following troubleshooting steps should be performed on Windows servers experiencing heartbeat incidents.

Determine if the Server Running the Agent is Able To Reach Our Platform

• Method 1: Checking through Windows PowerShell (Useful for Windows Server Core)

  • In a Windows PowerShell command line, run the following command:

    invoke-webrequest https://rx.us01.fortimonitor.com/v2/hello

  • You should receive a response similar to the following:

    StatusCode        : 200
    StatusDescription : OK
    Content           : {"hello": "world", "timestamp": 1617805078}
    RawContent        : HTTP/1.1 200 OK
                        X-Frame-Options: deny
                        Alt-Svc: clear
                        Content-Length: 43
                        Content-Type: application/json
                        Date: Wed, 07 Apr 2021 14:17:58 GMT
                        Via: 1.1 google
     
                        {"hello": "world", "timestamp": 1617...
    Forms             : {}
    Headers           : {[X-Frame-Options, deny], [Alt-Svc, clear], [Content-Length, 43], [Content-Type,
                        application/json]...}
    Images            : {}
    InputFields       : {}
    Links             : {}
    ParsedHtml        : System.__ComObject
    RawContentLength  : 43

• Method 2: Checking through Web Browser

  • In a web browser on the target server, enter the following web address into the browser

    https://rx.us01.fortimonitor.com/v2/hello

  • If successful, you should receive output similar to the following in the web browser
    

    

Verify That the FortiMonitor Agent Service Is Running

• Method 1: Checking through PowerShell (Useful for Windows Server Core)

  • In a Windows PowerShell command line, run the following command:
    Get-Service FortimonitorAgent
    

  • You should receive output to show that the service is “Running”.

    Status   Name               DisplayName
    ------   ----               -----------
    Running  PanoptaAgent       FortiMonitor Agent Service

  • If the FortimonitorAgent service status is shown as Stopped, you can run the below command to start it.
    Start-Service FortimonitorAgent

• Method 2: Checking through Windows Service Application

  • Open the Windows services application. You can find this by searching for Services in the Windows Start Menu.

  • In the Windows services application, confirm that the FortimonitorAgent service status is running. If it is not, start the application.

Confirm the Agent Server Key Matches the Server Key of the Affected FortiMonitor Instance

• Method 1: Getting Server Key through Windows PowerShell

  • The agent server key can always be found in the agent.config file for Windows. To get the server key through PowerShell, you can run the following command:
    Select-String -Path "C:\Program Files (x86)\FortimonitorAgent\Agent.config" -Pattern "ServerKey"
    

  • After running the above command you should receive output showing the server key. In the below example, xmft-bi65-xdx5-vqeg is the server key.

    PS C:\Users\Administrator> Select-String -Path "C:\Program Files (x86)\FortimonitorAgent\Agent.config" -Pattern "ServerKey"C:\Program Files (x86)\FortimonitorAgent\Agent.config:5:    <add key="ServerKey" value="xmft-bi65-xdx5-vqeg" />

Server Key Example as Shown on Server Instance:

• Method 2: Getting the Server Key Directly From the agent.config File

  • Navigate to the following directory in Windows Explorer: C:\Program Files (x86)\FortimonitorAgent .

  • In this directory, you should find the agent.config file. Open that file in a text editor to find the server key.

  • The server key should be found towards the top of the file (example below for reference).

    <agent>  <service>    <add key="AggregatorUrl" value="https://rx.us01.fortimonitor.com" />    <add key="ServerKey" value="xmft-bi65-xdx5-vqeg" />    <add key="MaintenanceDuration" value="" />    <add key="ShowPublicStatus" value="" />    <add key="EnableCounterMeasures" value="" />    <add key="CounterMeasuresRemotePlugins" value="" />    <add key="CounterMeasuresRefreshPlugins" value="" />    <add key="MetricIncomingDirectory" value="" />    <!--

Server Key Example as Shown on Server Instance:

Verify That Storage Disk is Not at Capacity

• Check that the storage capacity on the server to verify that there is still space available. If the disk is full, the agent will not continue to operate.
  

If the steps above do not identify the cause of the agent heartbeat problem, please send us a copy of your agent logs. Our team will look at them and follow-up with you.