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Error: Hub Connection Failed (500 Server Message)

Symptom​

When attempting to connect a device to Netwrix Change Tracker, the following error message may appear in the rolling log:

2017-08-15 16:29:41,627 [10] INFO Message - Hub connection failed (500 Server message: Error, requested Agent name is in use by device with uniqueId: 123456a6-ffee-78a9-927e-34921d59ce64)

Cause​

This problem occurs when a device that has the same name as an already registered agent attempts to connect to Netwrix Change Tracker. When an agent connects, it receives an identifier called the agent.id file, which contains an alphanumeric ID that identifies the device. If two or more devices that share the same hostname but different agent.id values attempt to register with Change Tracker, this conflict occurs.

IMPORTANT: Use this method to resolve this problem only if the Agent you are trying to connect is the same device or a re-imaged variant of the older device. Contact Netwrix Support before attempting this fix.

Resolution​

For Windows-Based OS​

Follow these steps:

  1. Stop the Netwrix ChangeTracker Gen7 Agent NetCore Service.
  2. Browse to the C:\ProgramData\NNT\gen7agent.app.netcore folder.
  3. Open the rolling-log.txt file and search for an error that looks like the following example: Hub connection failed (500 Error, requested Agent name is in use by device with uniqueId: 123456a6-ffee-78a9-927e-34921d59ce64).
  4. If you can find the error message, you need the uniqueId value: 123456a6-ffee-78a9-927e-34921d59ce64.
  5. Using Notepad, open the agent.id file stored in C:\ProgramData\NNT\gen7agent.app.netcore. Erase the uniqueId currently in that file and paste in the uniqueId identified in the previous step (123456a6-ffee-78a9-927e-34921d59ce64). Ensure there are no spaces at the beginning or end of the text string.
  6. Close and save the agent.id file.
  7. Start the Netwrix ChangeTracker Gen7 Agent NetCore Service.

This should resolve the uniqueId conflict, and Change Tracker should now register the device successfully.

For RHEL/CentOS Linux-Based OS​

Follow these steps:

  1. Stop the Netwrix ChangeTracker Gen7 Agent NetCore Service.
  2. Browse to the /var/nnt/gen7agent.app.netcore folder.
  3. Open the rolling-log.txt file and search for an error that looks like the following example: Hub connection failed (500 Error, requested Agent name is in use by device with uniqueId: 123456a6-ffee-78a9-927e-34921d59ce64).
  4. If you can find the error message, you need the uniqueId value: 123456a6-ffee-78a9-927e-34921d59ce64.
  5. Using a text editor (nano or vi), open the agent.id file stored in /var/nnt/gen7agent.app.netcore. Erase the uniqueId currently in that file and paste in the uniqueId identified in the previous step (123456a6-ffee-78a9-927e-34921d59ce64). Ensure there are no spaces at the beginning or end of the text string.
  6. Close and save the agent.id file.
  7. Start the Netwrix ChangeTracker Gen7 Agent NetCore Service.

This should resolve the uniqueId conflict, and Change Tracker should now register the device successfully.