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The Advisor Agent Cannot Connect to the Gateway

If you are having issues with the Advisor agent connecting to the gateway, check the event log on the agent. You might see something like the following:

Log Name: Advisor Agent
Source: Advisor Connector
Date: 5/28/2012 1:01:13 PM
Event ID: 10002
Task Category: None
Level: Error
Keywords: Classic
User: N/A
Computer: <Agent Computer Name>
Description:[Gateway Client] The Advisor agent attempted to upload data to the gateway service located at 'TwP-RDS.twp.local' but was unsuccessful

You might also see an error like the following in the agent log:

[Gateway Service Client] Operation 'agent login' was failed, and will be retried after 2000 milliseconds.
System.ServiceModel.ProtocolException: The remote server returned an unexpected response: (502) Proxy Error ( The host was not found. ).

The agent cannot connect to the gateway. One cause of this is having multiple network interface controllers (NICs) in your network environment. Multiple NICs are often used when you have a private domain within a corporate domain – one NIC might be used for domain-wide access, while the other is used for corporate access. In this scenario, the Advisor agent cannot resolve the connection to the gateway.

Use the following steps to troubleshoot and resolve this issue:

  1. Log onto the gateway server and open a command prompt window. Run ipconfig and record the IP addresses for all the connections.

    For example, the GatewayMachine.PrivateDomain.com has two IP addresses, 10.164.104.232 for internet access and 172.16.111.2 for internal domain usage.

  2. Log onto the agent computer and open a command prompt window. Ping the gateway server using the IP addresses from the previous stem. For example:

    ping 10.164.104.232 
    
    ping 172.16.111.2
    
  3. If either ping command fails, contact you domain administrator to fix the communication problem.

  4. If the ping commands succeed, the root cause of this problem in most cases is because the corporate network DNS cannot resolve the gateway FQDN when the agent tries to contact the gateway. Contact the IT administrator to resolve the DNS issue.

  5. If the DNS issue cannot be resolved, try the following workaround.

    1. Log onto the agent computer, and then open the Advisor Configuration wizard.

    2. On the Agent Settings page, change the gateway server name to the FQDN for the gateway server computer.

    3. Click Ok and wait for the agent to try to connect to the gateway.

    4. If this does not succeed, repeat step 2, but instead of using the FQDN, use the IP address for the private network domain.

  6. If you still cannot fix your agent issue, Contact Microsoft Help and Support.