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Rolling-Log Fix: "Hub Offline, Connection Retries Exhausted - Unable to Connect to the Remote Server"

This article explains how to troubleshoot the Hub Offline, connection retries exhausted error in the Netwrix Change Tracker agent Rolling Log.

Symptom​

The following error appears in the agent Rolling Log:

2017-11-25 09:22:56,446 [10] INFO  Message - Hub Offline, connection retries exhausted. Sleeping until 11/25/2017 2:24:31 PM (Unable to connect to the remote server - No connection could be made because the target machine actively refused it 192.168.1.1:443)

Cause​

This error occurs when the agent cannot reach the Netwrix Server. Common causes include:

  • The Netwrix Server may be powered off, IIS is not running, or MongoDB is not running.
  • The Netwrix Server may not be on the domain, does not have a network connection, or is in the wrong subnet.
  • The port the agent is using is currently being used by another application, causing a conflict.
  • A firewall is blocking the connection to the Netwrix Server over the specified port.
  • Network routes are not configured to allow communication between the Netwrix Server and the agent.
  • If the agent was configured using an FQDN instead of an IP address, the issue could be DNS-related.
  • If the agent is on a cloud provider network, the cloud provider's traffic rules may need to be modified to allow communication.
  • If the agent is on a WAN or a different LAN:
    • Port forwarding may need to be configured.
    • NAT settings may need to be modified to allow communication.
    • Proxy settings may need to be modified if a web or other proxy is in use.

Resolution​

If you are receiving this error, the agent is currently not sending any logs to the Netwrix Server. Verify the following common causes:

  • Confirm the Netwrix Server is running. Verify that IIS and MongoDB services are running on the Netwrix Change Tracker Hub server.
  • Test connectivity from the agent host. From the agent, attempt to reach the Hub URL (for example, using ping, curl, or Test-NetConnection). If the Hub URL uses an FQDN, confirm the agent can resolve it via DNS.
  • Verify firewall and port configuration. Confirm the port defined in the agent's HubDetails.xml (typically 443) is open between the agent and the Netwrix Server. See Network Ports for Change Tracker or the Agent and Device Ports product doc.

After correcting the underlying issue, restart the agent service to force a reconnection.