lsagent not scanning/sending when using relay

[Hatchoroo]

Hello,

we're having trouble in letting lsagent scan and send results to relay.lansweeper.com on our test laptops.
They send the results without any issues to our internal lansweeper server.

From lsagentlog.txt I would think that the schedule to start the scan after detecting that relay.lansweeper.com needs to be used never happens.

Our 3 test laptops are Windows 7 64bit and have .NET 4.7.2 installed. One of the 3 laptops has been generating these kind of logs while having complete internet access for 3 days now.

Does anyone have any idea what could be wrong?

2019-03-07 15:10:09,320 [1] INFO Starting Lansweeper Agent Service
2019-03-07 15:10:09,570 [6] INFO === Service started ===
2019-03-07 15:10:14,171 [7] DEBUG Detected OS: Windows
2019-03-07 15:10:14,186 [7] DEBUG Client Version: 7.0.110.2
2019-03-07 15:10:14,186 [7] DEBUG Reading ini file...
2019-03-07 15:10:15,231 [7] DEBUG Created InternalCommunicationSender to URL https://DUMMY:9524/lsagent
2019-03-07 15:10:15,247 [7] DEBUG New AssetId created: DUMMY.
2019-03-07 15:10:15,450 [7] DEBUG Asset is enabled.
2019-03-07 15:10:15,450 [7] DEBUG Retrieving configuration...
2019-03-07 15:10:15,715 [7] DEBUG Updating local config
2019-03-07 15:10:16,042 [7] DEBUG Checking version.
2019-03-07 15:10:16,042 [7] DEBUG Waiting for schedule...
2019-03-07 15:10:16,042 [7] DEBUG Schedule triggered
2019-03-07 15:10:16,042 [7] DEBUG Starting scan
2019-03-07 15:10:16,042 [7] DEBUG Detected OS: Windows
2019-03-07 15:10:30,359 [7] DEBUG Scanning computer...
2019-03-07 15:12:13,546 [7] DEBUG Computerscan completed.
2019-03-07 15:12:13,546 [7] DEBUG Compressing scanfile.
2019-03-07 15:12:13,889 [7] DEBUG Scan has been sent.
2019-03-07 15:15:36,567 [1] INFO Starting Lansweeper Agent Service
2019-03-07 15:15:36,833 [6] INFO === Service started ===
2019-03-07 15:15:51,341 [7] DEBUG Detected OS: Windows
2019-03-07 15:15:51,356 [7] DEBUG Client Version: 7.0.110.2
2019-03-07 15:15:51,356 [7] DEBUG Reading ini file...
2019-03-07 15:15:52,323 [7] INFO CreateReachableEndPoint for DUMMY
2019-03-07 15:15:55,787 [7] INFO Url Check with address failed. Endpoint with address 'https://DUMMY:9524/lsagent' was not reachable: De externe naam kan niet worden omgezet: 'DUMMY'
2019-03-07 15:15:55,787 [7] WARN Connection to url https://DUMMY:9524/lsagent failed
2019-03-07 15:15:55,911 [7] INFO Url Check with address failed. Endpoint with address 'https://DUMMY.testdomain.com:9524/lsagent' was not reachable: De externe naam kan niet worden omgezet: 'DUMMY.testdomain.com'
2019-03-07 15:15:55,911 [7] WARN Connection to url https://DUMMY.testdomain.com:9524/lsagent failed
2019-03-07 15:15:58,205 [7] INFO Url Check with address failed. Endpoint with address 'http://DUMMY:9524/lsagent' was not reachable: De externe naam kan niet worden omgezet: 'DUMMY'
2019-03-07 15:15:58,205 [7] WARN Connection to url http://DUMMY:9524/lsagent failed
2019-03-07 15:15:58,314 [7] INFO Url Check with address failed. Endpoint with address 'http://DUMMY.testdomain.com:9524/lsagent' was not reachable: De externe naam kan niet worden omgezet: 'DUMMY.testdomain.com'
2019-03-07 15:15:58,314 [7] WARN Connection to url http://DUMMY.testdomain.com:9524/lsagent failed
2019-03-07 15:15:58,314 [7] DEBUG Created RelayCommunicationSender to URL https://relay.lansweeper.com/EchoService.svc
2019-03-07 15:15:58,407 [7] DEBUG Attach ServerCertificateValidationCallback
2019-03-07 15:15:58,563 [7] DEBUG CreateFactoryInstance for endpoint https://relay.lansweeper.com/EchoService.svc, EchoService
2019-03-07 15:16:00,326 [7] DEBUG ServicePointManager.ServerCertificateValidationCallback
2019-03-07 15:16:01,153 [7] DEBUG Asset is enabled.
2019-03-07 15:16:01,153 [7] DEBUG Retrieving configuration...
2019-03-07 15:16:01,933 [7] DEBUG Updating local config
2019-03-07 15:16:01,933 [7] DEBUG Checking version.
2019-03-07 15:16:01,933 [7] DEBUG Waiting for schedule...
2019-03-07 15:31:02,113 [7] INFO CreateReachableEndPoint for DUMMY
2019-03-07 15:31:05,155 [7] INFO Url Check with address failed. Endpoint with address 'https://DUMMY:9524/lsagent' was not reachable: De externe naam kan niet worden omgezet: 'DUMMY'
2019-03-07 15:31:05,155 [7] WARN Connection to url https://DUMMY:9524/lsagent failed
2019-03-07 15:31:05,311 [7] INFO Url Check with address failed. Endpoint with address 'https://DUMMY.testdomain.com:9524/lsagent' was not reachable: De externe naam kan niet worden omgezet: 'DUMMY.testdomain.com'
2019-03-07 15:31:05,311 [7] WARN Connection to url https://DUMMY.testdomain.com:9524/lsagent failed
2019-03-07 15:31:07,619 [7] INFO Url Check with address failed. Endpoint with address 'http://DUMMY:9524/lsagent' was not reachable: De externe naam kan niet worden omgezet: 'DUMMY'
2019-03-07 15:31:07,619 [7] WARN Connection to url http://DUMMY:9524/lsagent failed
2019-03-07 15:31:07,619 [7] INFO Url Check with address failed. Endpoint with address 'http://DUMMY.testdomain.com:9524/lsagent' was not reachable: De externe naam kan niet worden omgezet: 'DUMMY.testdomain.com'
2019-03-07 15:31:07,619 [7] WARN Connection to url http://DUMMY.testdomain.com:9524/lsagent failed
2019-03-07 15:31:07,619 [7] DEBUG Created RelayCommunicationSender to URL https://relay.lansweeper.com/EchoService.svc
2019-03-07 15:31:08,150 [7] DEBUG ServicePointManager.ServerCertificateValidationCallback
2019-03-07 15:31:08,540 [7] DEBUG Asset is enabled.
2019-03-07 15:31:08,540 [7] DEBUG Retrieving configuration...
2019-03-07 15:31:08,977 [7] DEBUG Updating local config
2019-03-07 15:31:08,992 [7] DEBUG Checking version.
2019-03-07 15:31:08,992 [7] DEBUG Waiting for schedule...

[user123445]

Hi,

I'm also seeing this problem.
The server meets all the pre-req's and has connectivity to the relay on 443. From the server I can also browse to https://lsagentrelay.lansweeper.com/EchoService.svc using Chrome so there's no issue with a webfilter blocking anything.
Checking the logs it attempts to connect to our internal scanner twice (which we are not allowing nor do we have configured in lsagent). It then connects to the relay, I even see an entry to say "Scan has been sent" however the server never appears in the WebConsole.

I'm running the latest version of Lansweeper 9.1.41.1 and LsAgent 9.1.0.8

See excerpt of log below, I've removed our internal server name.

2022-02-17 04:58:48,678 [7] DEBUG Waiting 60 minutes until next iteration
2022-02-17 05:58:48,680 [7] DEBUG Detected OS: Windows
2022-02-17 05:58:48,681 [7] DEBUG Reading ini file.
2022-02-17 05:58:48,683 [7] DEBUG Loading LS Agent Configuration File.
2022-02-17 05:58:48,688 [7] DEBUG Getting asset id
2022-02-17 05:58:48,689 [7] DEBUG Existing asset id found: f8b45e9e-8435-415a-b0c2-6fdbef03efcb
2022-02-17 05:58:48,690 [7] DEBUG Creating communication channel
2022-02-17 05:58:48,691 [7] INFO CreateReachableEndPoint for f8b45e9e-8435-415a-b0c2-6fdbef03efcb
2022-02-17 05:58:48,761 [7] INFO Url Check with address failed. Endpoint with address 'https://xxxxxx.xxx:9524/lsagent' was not reachable: The remote name could not be resolved: 'xxxxxx.xxx'
2022-02-17 05:58:48,763 [7] WARN Connection to url https://xxxxxx.xxx:9524/lsagent failed
2022-02-17 05:58:48,823 [7] INFO Url Check with address failed. Endpoint with address 'http://xxxxxx.xxx:9524/lsagent' was not reachable: The remote name could not be resolved: 'xxxxxx.xxx'
2022-02-17 05:58:48,824 [7] WARN Connection to url http://xxxxxx.xxx:9524/lsagent failed
2022-02-17 05:58:48,825 [7] DEBUG Created RelayCommunicationSender to URL https://lsagentrelay.lansweeper.com/EchoService.svc
2022-02-17 05:58:48,826 [7] DEBUG Getting asset status
2022-02-17 05:58:49,152 [7] DEBUG ServicePointManager.ServerCertificateValidationCallback
2022-02-17 05:58:49,512 [7] DEBUG Asset is enabled
2022-02-17 05:58:49,513 [7] DEBUG Retrieving configuration
2022-02-17 05:58:50,268 [7] DEBUG Updating local config
2022-02-17 05:58:50,275 [7] DEBUG Checking version. Latest Version: 9.1.0.8. Current Version: 9.1.0.8
2022-02-17 05:58:50,276 [7] DEBUG Waiting for schedule...
2022-02-17 05:58:50,277 [7] DEBUG Schedule triggered
2022-02-17 05:58:50,278 [7] DEBUG Starting scan
2022-02-17 05:58:50,279 [7] DEBUG Detected OS: Windows
2022-02-17 05:59:26,949 [7] DEBUG Could not find user in eventlog login data
2022-02-17 05:59:27,061 [7] DEBUG No user found matching the registry user in wmi login data
2022-02-17 05:59:27,581 [7] DEBUG Scanning computer...
2022-02-17 05:59:28,297 [7] ERROR Error while getting WMI values for Error while retrieving value for WMI query: select Capabilitydescriptions,Caption,Comment,DeviceID,EnableBIDI,Horizontalresolution,Local,Location,NETWORK,Portname,Printjobdatatype,Printprocessor,Sharename,Status,verticalresolution FROM Win32_Printer
System.Management.ManagementException: Generic failure
at System.Management.ManagementException.ThrowWithExtendedInfo(ManagementStatus errorCode)
at System.Management.ManagementObjectCollection.ManagementObjectEnumerator.MoveNext()
at  .(WindowsScan , Section , String , String , Boolean )
2022-02-17 05:59:32,055 [7] DEBUG Computer scan completed
2022-02-17 05:59:32,057 [7] DEBUG Serializing ScanResult
2022-02-17 05:59:32,070 [7] DEBUG Compressing scan file
2022-02-17 05:59:32,079 [7] DEBUG Sending scan
2022-02-17 05:59:32,542 [7] DEBUG Scan has been sent
2022-02-17 05:59:32,543 [7] DEBUG Saving ini settings
2022-02-17 05:59:32,548 [7] DEBUG Creating ini backup.
2022-02-17 05:59:32,552 [7] DEBUG Waiting 60 minutes until next iteration
2022-02-17 06:59:32,555 [7] DEBUG Detected OS: Windows

Hatchoroo wrote:
Hello,

we're having trouble in letting lsagent scan and send results to relay.lansweeper.com on our test laptops.
They send the results without any issues to our internal lansweeper server.

From lsagentlog.txt I would think that the schedule to start the scan after detecting that relay.lansweeper.com needs to be used never happens.

Our 3 test laptops are Windows 7 64bit and have .NET 4.7.2 installed. One of the 3 laptops has been generating these kind of logs while having complete internet access for 3 days now.

Does anyone have any idea what could be wrong?

2019-03-07 15:10:09,320 [1] INFO Starting Lansweeper Agent Service
2019-03-07 15:10:09,570 [6] INFO === Service started ===
2019-03-07 15:10:14,171 [7] DEBUG Detected OS: Windows
2019-03-07 15:10:14,186 [7] DEBUG Client Version: 7.0.110.2
2019-03-07 15:10:14,186 [7] DEBUG Reading ini file...
2019-03-07 15:10:15,231 [7] DEBUG Created InternalCommunicationSender to URL https://DUMMY:9524/lsagent
2019-03-07 15:10:15,247 [7] DEBUG New AssetId created: DUMMY.
2019-03-07 15:10:15,450 [7] DEBUG Asset is enabled.
2019-03-07 15:10:15,450 [7] DEBUG Retrieving configuration...
2019-03-07 15:10:15,715 [7] DEBUG Updating local config
2019-03-07 15:10:16,042 [7] DEBUG Checking version.
2019-03-07 15:10:16,042 [7] DEBUG Waiting for schedule...
2019-03-07 15:10:16,042 [7] DEBUG Schedule triggered
2019-03-07 15:10:16,042 [7] DEBUG Starting scan
2019-03-07 15:10:16,042 [7] DEBUG Detected OS: Windows
2019-03-07 15:10:30,359 [7] DEBUG Scanning computer...
2019-03-07 15:12:13,546 [7] DEBUG Computerscan completed.
2019-03-07 15:12:13,546 [7] DEBUG Compressing scanfile.
2019-03-07 15:12:13,889 [7] DEBUG Scan has been sent.
2019-03-07 15:15:36,567 [1] INFO Starting Lansweeper Agent Service
2019-03-07 15:15:36,833 [6] INFO === Service started ===
2019-03-07 15:15:51,341 [7] DEBUG Detected OS: Windows
2019-03-07 15:15:51,356 [7] DEBUG Client Version: 7.0.110.2
2019-03-07 15:15:51,356 [7] DEBUG Reading ini file...
2019-03-07 15:15:52,323 [7] INFO CreateReachableEndPoint for DUMMY
2019-03-07 15:15:55,787 [7] INFO Url Check with address failed. Endpoint with address 'https://DUMMY:9524/lsagent' was not reachable: De externe naam kan niet worden omgezet: 'DUMMY'
2019-03-07 15:15:55,787 [7] WARN Connection to url https://DUMMY:9524/lsagent failed
2019-03-07 15:15:55,911 [7] INFO Url Check with address failed. Endpoint with address 'https://DUMMY.testdomain.com:9524/lsagent' was not reachable: De externe naam kan niet worden omgezet: 'DUMMY.testdomain.com'
2019-03-07 15:15:55,911 [7] WARN Connection to url https://DUMMY.testdomain.com:9524/lsagent failed
2019-03-07 15:15:58,205 [7] INFO Url Check with address failed. Endpoint with address 'http://DUMMY:9524/lsagent' was not reachable: De externe naam kan niet worden omgezet: 'DUMMY'
2019-03-07 15:15:58,205 [7] WARN Connection to url http://DUMMY:9524/lsagent failed
2019-03-07 15:15:58,314 [7] INFO Url Check with address failed. Endpoint with address 'http://DUMMY.testdomain.com:9524/lsagent' was not reachable: De externe naam kan niet worden omgezet: 'DUMMY.testdomain.com'
2019-03-07 15:15:58,314 [7] WARN Connection to url http://DUMMY.testdomain.com:9524/lsagent failed
2019-03-07 15:15:58,314 [7] DEBUG Created RelayCommunicationSender to URL https://relay.lansweeper.com/EchoService.svc
2019-03-07 15:15:58,407 [7] DEBUG Attach ServerCertificateValidationCallback
2019-03-07 15:15:58,563 [7] DEBUG CreateFactoryInstance for endpoint https://relay.lansweeper.com/EchoService.svc, EchoService
2019-03-07 15:16:00,326 [7] DEBUG ServicePointManager.ServerCertificateValidationCallback
2019-03-07 15:16:01,153 [7] DEBUG Asset is enabled.
2019-03-07 15:16:01,153 [7] DEBUG Retrieving configuration...
2019-03-07 15:16:01,933 [7] DEBUG Updating local config
2019-03-07 15:16:01,933 [7] DEBUG Checking version.
2019-03-07 15:16:01,933 [7] DEBUG Waiting for schedule...
2019-03-07 15:31:02,113 [7] INFO CreateReachableEndPoint for DUMMY
2019-03-07 15:31:05,155 [7] INFO Url Check with address failed. Endpoint with address 'https://DUMMY:9524/lsagent' was not reachable: De externe naam kan niet worden omgezet: 'DUMMY'
2019-03-07 15:31:05,155 [7] WARN Connection to url https://DUMMY:9524/lsagent failed
2019-03-07 15:31:05,311 [7] INFO Url Check with address failed. Endpoint with address 'https://DUMMY.testdomain.com:9524/lsagent' was not reachable: De externe naam kan niet worden omgezet: 'DUMMY.testdomain.com'
2019-03-07 15:31:05,311 [7] WARN Connection to url https://DUMMY.testdomain.com:9524/lsagent failed
2019-03-07 15:31:07,619 [7] INFO Url Check with address failed. Endpoint with address 'http://DUMMY:9524/lsagent' was not reachable: De externe naam kan niet worden omgezet: 'DUMMY'
2019-03-07 15:31:07,619 [7] WARN Connection to url http://DUMMY:9524/lsagent failed
2019-03-07 15:31:07,619 [7] INFO Url Check with address failed. Endpoint with address 'http://DUMMY.testdomain.com:9524/lsagent' was not reachable: De externe naam kan niet worden omgezet: 'DUMMY.testdomain.com'
2019-03-07 15:31:07,619 [7] WARN Connection to url http://DUMMY.testdomain.com:9524/lsagent failed
2019-03-07 15:31:07,619 [7] DEBUG Created RelayCommunicationSender to URL https://relay.lansweeper.com/EchoService.svc
2019-03-07 15:31:08,150 [7] DEBUG ServicePointManager.ServerCertificateValidationCallback
2019-03-07 15:31:08,540 [7] DEBUG Asset is enabled.
2019-03-07 15:31:08,540 [7] DEBUG Retrieving configuration...
2019-03-07 15:31:08,977 [7] DEBUG Updating local config
2019-03-07 15:31:08,992 [7] DEBUG Checking version.
2019-03-07 15:31:08,992 [7] DEBUG Waiting for schedule...

[Hatchoroo]

Hi JabobH,

you are correct that the machines can't reach the FQDN's of the dummy hostnames (internal lansweeper server), since the dummy hostnames aren't available from outside our corporate network.

As far as I understand, the whole point of lsagent is that it connects and sends the info automatically to relay.lansweeper.com when the internal lansweeper isn't reachable (for example: the machine is connected to a home network).

I'll forward this question to the support and update the topic when I have a working solution.

[jkrelic]

@Hatchoroo My boss and I just had this discussion this morning. Have you heard anything back from support about this?

Hatchoroo wrote:
Hi JabobH,

you are correct that the machines can't reach the FQDN's of the dummy hostnames (internal lansweeper server), since the dummy hostnames aren't available from outside our corporate network.

As far as I understand, the whole point of lsagent is that it connects and sends the info automatically to relay.lansweeper.com when the internal lansweeper isn't reachable (for example: the machine is connected to a home network).

I'll forward this question to the support and update the topic when I have a working solution.

[jkrelic]

I just did a traffic capture and I see that with a local workstation, or desktop, that it does indeed call out to relay.lansweeper.com. This is concerning us a little bit, but why would a local pc send its LsAgent packet to the cloud then back down to our in-house LS server? Why not just go direct?

I deployed the agent a while ago through the Deployment feature in LS. We're realizing that maybe we should have 2 package deployments. 1 for wireless devices using the relay key and 1 for local hardwired devices using only the FQDN or IP of the LS server. But that seems like added work when you can just have an all in one deployment package.

EDIT:
It does look like all LsAgents call out to the relay.lansweeper.com as the preferred method.

[Esben_D]

krejar wrote:
It does look like all LsAgents call out to the relay.lansweeper.com as the preferred method.

The cloud relay is only used if either a direct server connection is not configured, or the connection fails. The original log files posted also show this. During the first scan it connects to the server directly, the subsequent scan that connection fails and LsAgents attempts to connect to the relay.

[JacobH]

It looks like the machines cant reach the server.. have you tried pinging the server FQDN from the machine?

You can email support@lansweeper.com for faster support with this issue but I'm glad to help of I can...