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DCA and Cloud Connector are not communicating properly with the NDD Orbix portal

Failure

DCA and Cloud Connector is installed on the computer but cannot communicate properly with the NDD Orbix portal.

Other failures may also occur, such as a failure to start the service, the computer not appearing in the portal, a failure to identify the equipment, or an inability to correctly validate the operating system information.

Cause

The Windows registry is corrupted.

When the Windows repository is inconsistent, the DCA and Cloud Connector service may be unable to correctly retrieve the operating system information required to communicate with the NDD Orbix portal.

Validation can be performed by querying the equipment’s UUID. When the repository is intact, the command should return a valid GUID.

Related technical context:

  • The DCA and Cloud Connector may be installed but unable to communicate with the portal.

  • The service may not return Windows information correctly.

  • Communication may fail even with ports and network access enabled.

  • The failure is related to the Windows repository.

  • The recommended procedure is to restore winmgmt.

  • If there are any services dependent on winmgmt currently running, you must stop them before performing the restoration.

Solution

  1. Access the server or computer as an administrator

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

  3. Locate the NDD - DCA and Cloud Connector service

  4. Stop the NDD - DCA and Cloud Connector service

  5. Open Windows PowerShell as an administrator

  6. Run the command winmgmt /resetrepository to reset the Windows repository

If no error is returned:

  1. Run the command (Get-CimInstance -ClassName Win32_ComputerSystemProduct).UUID to verify that Windows returns the equipment’s GUID

  2. If the GUID is returned, restart the NDD - DCA and Cloud Connector service in Windows

  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 at View service information, and verify that the computer is communicating correctly again

If you receive the message “Cannot run because there are services or processes running that depend on it”:

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

  2. Stop all services with the Running status:

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

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Example

sc.exe stop vmns

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

  2. If the command returns no error, run the command (Get-CimInstance -ClassName Win32_ComputerSystemProduct).UUID to verify that Windows returns the equipment GUID

  3. If the GUID is returned, restart the NDD - DCA and Cloud Connector service on Windows

  4. In the NDD Orbix portal, verify that the NDD - DCA and Cloud Connector service is displayed and has a Status of Online, as instructed at View service information, and verify that the computer is communicating correctly again

  5. Restart the dependent services that were stopped in step 2


If the DCA and Cloud Connector agent is still not communicating:

  1. Restart the computer

  2. After the restart, verify DCA and Cloud Connector communication again in the NDD Orbix portal

If the problem persists:

  1. Collect the service logs, Windows events, and evidence of command execution

Additional information:

  • Run all commands with administrative permissions.

  • Before restoring the repository, stop the DCA and Cloud Connector as a precaution.

  • The winmgmt /resetrepository command may fail if services dependent on winmgmt are running.

  • Only dependent services with a Running status need to be stopped to allow the restore to proceed.

  • After the restore, manually stopped services must be restarted.

  • On servers, run the procedure in a maintenance window.

  • A GUID returned by the validation command indicates that the connection to the Windows repository has been reestablished.

  • This procedure should be performed when there are signs of a local failure in the Windows repository, before processing the issue as a communication blockage with the portal.

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