Resolving MID Server issues

Troubleshoot problems with the MID Server to find solutions. Monitor the MID Server to receive alerts about issues as they occur. Troubleshooting procedures exist to resolve specific problems with the MID Server. The Knowledge Base on Hi contains several articles to help you troubleshoot MID Server issues.

Monitor the MID Server

Monitoring a MID Server involves verifying entries in log files, confirming network connectivity, and checking MID server status.

If the MID Server is on a Windows host, navigate to the Windows Services console, locate the service name that matches the name that appears from the wrapper-override.conf file. If the MID Server process is the only Java process running on the host, monitor the memory used by java.exe and alert on less than the maximum configured memory defined in the ~\agent\conf\wrapper-override.conf folder.
Ensure that the agent0.log.0.lck file appears in the ~\agent\logs folder to confirm that the MID Server running and logging system activity in the agent0.log.0 file.
Review the following logs for warning, critical, and severe errors: ~\agent\logs\agent0.log.0~\agent\logs\wrapper.txt See Manage ECC Queue content for a MID Server to see how to open log entries from the instance.
Test MID Server connectivity to confirm that the MID Server host is able to communicate with the instance. Resolve any issues with the network connectivity such as conflicts with firewalls, access control lists, and routing errors.
From the MID Server instance, navigate to the MID Servers page, and review the status of the MID Server. For additional information, click a Name.
Set up email, SMS, and push notifications to alert you when issues occur with MID servers. The MID Server Down notification is enabled by default. See Notifications for details.

Troubleshooting procedures

The following procedures provide information on resolving specific problems with the MID Server. Knowledge Base articles also cover a wide range of issues. If you are encountering problems which are not covered in these procedures, search the Knowledge Base for related articles. For instance, if you are experiencing symptoms such as the MID Server going down or not responding, or CIs being duplicated during discovery, see KB0597571 for information and recommended solutions.

MID Server active issues: The ServiceNow® instance has a dedicated table that publishes active issues with MID Servers and alerts administrators when a MID Server is in danger of exceeding its resources.
MID Server fails to start: The MID Server cannot run if another MID Server on the host has the same name or if multiple Windows services have the same executable path.
Active MID Server post-cloning credential issues: The system provides automatic processes to detect and notify you of possible MID Server credential issues after instance cloning.
MID Server resource threshold alerts: The instance displays warnings when a MID Server breaches its resource thresholds for CPU and JVM memory usage, enabling users to create email notifications or custom scripts when a breach occurs.
MID Server user connectivity issues: The instance writes issues involving MID Server user logins and network connectivity to the MID Server Issue [ecc_agent_issue] table and creates events you can use in custom scripts or to send email notifications.
Interpreting MID Server user debugging output: Debugging output from the system log is available in either a summary or detailed view for MID Server user issues, but must be enabled manually.
MID Server Upgrade History: Use this module to troubleshoot errors that occur during the MID Server upgrade process. The MID Server Upgrade Histories table contains a record of each instance upgrade. The MID Server Upgrade Stages table shows the status of each MID Server and its upgrade progress, including any errors encountered.

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