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How to troubleshoot Datalink Agent or Engine offline status 

Tue February 14, 2017 01:55 PM

Symptoms

Your Datalink Agent or Datalink Manager is offline.

Datalink Agent Offline

Datalink Engine Offline

In your Datalink Agents menu, the Agent is listed with the Status of Offline.

The Datalink Agents panel lists all your connected Apptio Agents and their status, including those that are OFFLINE
  1. In your Datalink Manager, click the Agent link.
  2. Click the gear icon in the upper-right corner of the screen, then select Settings.
  3. The Update Engine shows a message that the Engine is not running.
 

What's going on

Your Agent or Engine service may be offline for various reasons such as: 

  • Your Datalink Manager and Datalink Agent are on incompatible versions
  • The Datalink Agent lost internet connectivity for a significant amount of time
  • Network security is preventing the Datalink Agent from communicating with the Manager

Solution

Restart your Datalink Agent service with the following instructions:

Windows

Linux

You can restart the Agent using Windows services.

  1. In Windows, open Administrative Tools to find the Services tool.
  2. Select the Apptio DataLink (64-bit) service and click Restart.
  1. Open a terminal window.
  2. Change Directory ("CD") to the directory where your DataLink Agent is installed. The default directory is /usr/local/Datalink.
  3. Change Directory ("CD") to the bin directory.
  4. First halt any remaining Agent processes by running the command Run: ./ApptioDataLink stop 
  5. Now restart the Agent by running the command Run: ./ApptioDataLink start

Submit a case to Apptio Support if your Datalink Agent remains offline for 15 minutes after a fresh restart. Please attach the following logs from your Datalink install directory to your case:

  • agent.config,
  • datalink-agent.log
  • datalink-engine.log (NOTE: The engine log will not be created if engine never started)

See How To: Locate log files on your DataLink agent for more instructions on how to find and extract these logs.






#Datalink

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Comments

Apptio Community Member
Fri November 26, 2021 03:01 AM

Hi,

this entry only covers Datalink (Classic). Where is the corresponding information for Datalink?
#Datalink

Apptio Community Member
Tue April 02, 2019 04:37 PM

In addition to Dan's steps - I learned that sometimes things can get "stuck" in the Java memory, so stop the Service and then within the Task Manager kill the Java Platform Binary before restarting. This will refresh the Java memory and should get you back up and running. 


#Datalink

Apptio Community Member
Thu February 07, 2019 04:12 PM

In some cases in Windows OS stopping DataLink service fails. Use this method to end the process.

Open task manager and find one or two datalink processes. Right click on each and select End Task.

 

 

Wait a minute and check that process did not restart. If it does set datalink service Recovery options to take no action.

 

 


#Datalink