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Agent does not appear in the portal after installing DCA and Cloud Connector

Failure

After installing DCA and Cloud Connector, the agent does not appear in the NDD Orbix portal.

Cause

In the agent installation folder (C:\NDD TECH\Workfolder\logs), a .txt file was generated with one of the errors. Each error is associated with a specific cause.

Cause 1: failure to insert the provider name 
[ERR] Agent authentication failed [{"ErrorCode":"4000","ErrorMessage":"Error while 
copying content to a stream. --- The response ended prematurely. 
(ResponseEnded)","PropertyName":null,"$type":"ApiError"}]  
[ERR] Failed to start Agent SDK.  
[ERR] Failed to setup AgentSDK. Error message: Agent autenticai-os failed: 
[{"ErrorCode":"4000","ErrorMessage":"Error while copying content to a stream. --- The 
response ended prematurely. (ResponseEnded)","PropertyName":null}]. Retrying in 30 
minute(s).

This failure occurs when the provider name was entered incorrectly during agent installation, but the client installation key is correct.

Cause 2: failure to insert the client key 
[ERR] Agent authentication failed 
[{"ErrorCode":null,"ErrorMessage":"{\"ErrorCode\":500,\"ErrorMessage\":
\"Value cannot be null. (Parameter 'request')\"}","PropertyName":null,"$Type":"ApiError"}]

This failure occurs when the customer key was entered incorrectly during agent installation.

Cause 3: invalid class failure 
[ERR] Failed to get machine ID Microsoft.Management.Infrastructure.CimException: 
Classe inválida at 
Microsoft.Management.Infrastructure.Internal.Operations.CimSyncEnumeratorBase`1
.MoveNext() at System.Linq.Enumerable.TryGetFirst[TSource](IEnumerable`1 
source, Boolean& found) at 
System.Linq.Enumerable.FirstOrDefault[TSource](IEnumerable`1 source) at 
NDPAgents.SDK.Common.Helpers.EnviromentSettingsHelper.WindowsEnviromentS
ettingsHelper.GetMachineId() 2025-07-15 17:08:00.375 -03:00 [ERR] Failed to get 
machine ID Microsoft.Management.Infrastructure.CimException: Classe inválida

This failure is related to the Windows WMI service, used by DCA and Cloud Connector to collect system and device information.

Cause 4: agent authentication failure 
[ERR] Failed to get ram memory from the machine through the 
Win32_ComputerSystem class Microsoft.Management.Infrastructure.CimException: 
Não encontrado 

[ERR] Agent authentication failed 
[{"ErrorCode":"NotEmptyValidator","ErrorMessage":"'Machine Id' must not be 
empty.","PropertyName":"MachineId","$type":"ApiError"},{"ErrorCode":"NotEmptyVali
dator","ErrorMessage":"'OS' must not be 
empty.","PropertyName":"OS","$type":"ApiError"},{"ErrorCode":"LengthValidator","Err
orMessage":"'OS' must be between 1 and 255 characters. You entered 0 
characters.","PropertyName":"OS","$type":"ApiError"}

This failure is related to the Windows WMI service, used by DCA and Cloud Connector to collect system and device information.

Cause 5: invalid certificate failure 
[ERR] Failed to setup AgentSDK. Error message: Agent authentication failed: 
[{"ErrorCode":"4000","ErrorMessage":"The SSL connection could not be established, 
see inner exception. --- The remote certificate is invalid because of errors in the 
certificate chain: UntrustedRoot","PropertyName":null}].

This failure indicates that the operating system where the DCA and Cloud Connector agent is installed does not recognize the GoDaddy Certificate Authority (CA) as a trusted source.

This often occurs on older versions of Windows Server that do not automatically update certificate roots.

Solution

Apply the procedure according to the identified cause.

Cause 1 (failure to insert the client key) or 2 (failure to insert the provider name)

  1. Uninstall the DCA and Cloud Connector agent from your computer, as instructed at Remove the agent on Windows

  2. Install the DCA and Cloud Connector agent, as instructed in Install the agent on Windows

Cause 3 (invalid class failure) or 4 (agent authentication failure)

  1. As a precaution, stop the DCA and Cloud Connector service in Windows:

    1. Open Services Manager as an administrator (Win + R → enter services.msc → OK)

    2. Locate and stop the NDD - DCA and Cloud Connector service

  2. Restore winmgmt:

    1. Open Windows PowerShell as an administrator

    2. Run the command winmgmt /resetrepository

If no error is returned:

  1. Run the command (Get-CimInstance -ClassName Win32_ComputerSystemProduct).UUID

  2. If the GUID is returned, start the DCA and Cloud Connector service in Windows:

    1. Open Services Manager as an administrator (Win + R → enter services.msc → OK)

    2. Locate and start the NDD - DCA and Cloud Connector service

  3. In the NDD Orbix portal, verify that the NDD - DCA and Cloud Connector service is displayed and has a Status of Online, as instructed in View service information

If the message “Unable to execute because there are services or processes running that depend on it” appears:

  1. Run the command Get-Service -Name winmgmt | Select-Object -ExpandProperty DependentServices to list the services that are running and depend directly on winmgmt

image-20251003-182526.png
Example of command return

  1. Stop all services with the status Running:

    1. Run the command sc.exe stop <serviceName>, replacing <serviceName> with the name of the service

💡

Example

sc.exe stop vmns

  1. After stopping all services, run the command winmgmt /resetrepository

  2. Start the DCA and Cloud Connector service in Windows:

    1. Open Services Manager as an administrator (Win + R → enter services.msc → OK)

    2. Locate and start the NDD - DCA and Cloud Connector service

  3. In the NDD Orbix portal, verify that the NDD - DCA and Cloud Connector service is displayed and has a Status of Online, as instructed in View service information

  4. Restart all services that were stopped in step 2:

    1. Run the command sc.exe start <serviceName>, replacing <serviceName> with the name of the service

💡

Example

sc.exe start vmns

Cause 5 (invalid certificate failure)

  1. Obtain the GoDaddy root certificate:

    1. Access the GoDaddy certificate repository

    2. Locate and download the GoDaddy Class 2 Certification Authority Root - G2 certificate (.crt or .der extension)

Information

If in doubt, download the GoDaddy Root Certificate Authority - G2 certificate.

  1. Install the certificate on your computer:

    1. Open Run (press Win + R)

    2. Enter certlm.msc

    3. Press Enter or click OK to open the certificates screen

    4. In the left menu, navigate to Trusted Root Certification Authorities > Certificates

    5. Right-click the Certificates folder

    6. Click All Tasks > Import...

    7. In the certificate import wizard, click Next

    8. Click Browse… and select the file you downloaded in step 1

    9. Click Next

    10. Make sure the option Place all certificates in the following store is checked as Trusted Root Certification Authorities

    11. Click Next

    12. Click Finish

  2. Restart the DCA and Cloud Connector service in Windows:

    1. Open Run (press Win + R)

    2. Enter services.msc

    3. Press Enter or click OK to open the services screen

    4. Locate the NDD - DCA and Cloud Connector service and right-click on it

    5. Click Restart