(Resolved) 2016-04-15: Cloud, Enterprise Agents unable to check-in with ThousandEyes Collector

Last updated: Mon Dec 24 11:48:37 GMT 2018

Starting April 15, 2016, 1:15 UTC, ThousandEyes experienced an issue which affected Cloud and Enterprise Agents, preventing the Agents from checking in with the Thousandeyes Collector. Affected Enterprise Agents will be shown as "Offline" under Settings > Agents > Enterprise Agents. The issue was fixed at 1:56 UTC by our Operations team. Some Agents may not provide test and other data during this period.

If your Enterprise Agent(s) went offline between these times and are still shown as "Offline", please reboot your Enterprise Agents. If you cannot reboot the system running the Enterprise Agent, you may restart the Agent process. For customers with Linux package-based Enterprise Agents, the commands to restart your Agent process depend on your Linux distribution: 

Ubuntu:

sudo stop te-agent
sudo start te-agent 

Red Hat/CentOS/Oracle Linux 6

sudo service te-agent stop
sudo service te-agent start

Red Hat/CentOS/Oracle Linux 7

systemctl stop te-agent.service
systemctl start te-agent.service

For customers with Virtual Appliance Enterprise Agents, log into the Virtual Appliance web console and click the red “Reboot” button at the top of the page, on the Status tab.