Troubleshoot - RUM Agent silent installation

Troubleshoot - RUM Agent silent installation

RUM Agent silent installation can fail on various factors based on your environment, troubleshoot with the help of error message shown while running the script. Below are the list of the error messages thrown from the script and its troubleshooting steps.
  1. Unable to run the script
  2. RUM Agent already installed in path : <Path_provided_in_APM>
  3. Make sure Applications Manager is running and accessible. URL : <APM_URL>
  4. Redownload the script and perform installation!
  5. RUM Agent download failed. Check if you can manually download agent from the browser. <Download_link>
  6. RUM Agent installation failed!
Unable to run the script
  1. Windows
    1. Run the downloaded installrum.ps1 file from the Powershell.
    2. Refer the help page to know the steps for enabling Powershell for script execution.
  2. Linux
    1. Run the downloaded installrum.sh file from the command line. (Command - sh installrum.sh).
RUM Agent already installed in path : <Path_provided_in_APM>
  1. When RUM Agent is already installed in the provided installation path, installation script will fail with above message
  2. To resolve the issue follow below steps
    1. Go to Applications Manager ->  Real User Monitor add monitor page -> Agent Configurations step
    2. In Deploy Agent -> Change the installation path -> Provide another installation path
    3. Download the script and run the new script again.
Make sure Applications Manager is running and accessible. URL : <APM_URL>
  1. Applications Manager should be reachable from the RUM Agent server. If the server is down or not accessible RUM Agent installation fails with above message
  2. To resolve the issue follow below steps
    1. Check if the URL shown in the error message is accessible in browser or check the ping result 
    2. Open Applications Manager port in the firewall to make it accessible from the RUM Agent server (Check with the network team)
Redownload the script and perform installation!
  1. RUM Agent download script will be valid only for two days. If the script is used for installation after two days above message will be shown
  2. To resolve the issue follow below steps
    1. Go to Applications Manager ->  Real User Monitor Add monitor page -> Agent Configurations step
    2. In Deploy Agent -> Change the installation path (if required)
    3. Download the script and run the new script again
RUM Agent download failed. Check if you can manually download agent from the browser. <Download_link>
  1. The script downloads RUM Agent from ManageEngine archives. If the archives link is not accessible from the RUM Agent server, RUM Agent installation will fail with above message.
  2. To resolve the issue follow below steps
    1. Check if the download link shown in the error message is accessible in browser or check the ping result (Check with the network team)
RUM Agent installation failed! 

Windows
  1. In windows server only single RUM Agent installation is allowed. If RUM Agent is already installed in the server new agent installation script will fail
  2. To resolve the issue follow below steps
    1. Either install RUM Agent in new server or uninstall old RUM Agent from the Control Panel (if not required). 
    2. From RUM Agent v3.9 we have PPM support for RUM Agent which you can directly use for upgrading RUM Agent
Windows and Linux
  1. Agent installation will fail when provided installation path has special characters which are not allowed in file naming. Above error message will be thrown.
  2. To resolve the issue follow below steps
    1. Try with different installation path without special characters.
    2. Check if you have required permission for the installation folder.

Still facing issues after performing above troubleshooting steps
  1. Contact Applications Manager support.
  2. Install RUM Agent manually in GUI mode. Refer the help page for the steps.                                                                                                                         

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