Troubleshoot agent connectivity issues

This topic provides troubleshooting tips for the following agent connectivity issues: 

Unable to communicate to a VM

Problem

Smart Tools is unable to communicate to a VM on your resource location.

Solution

  • Verify the IP address of the VM. You can view the IP address of a VM from the VM network configuration in hypervisor management console. You can also run the command ipconfig (Windows) or ifconfig (Linux) on the VM command line. 
  • If the IP address of the VM is similar to 169.254.x.x, the VM is unable to connect to the DHCP server to obtain a valid IP address. Reboot the VM and verify the IP address. 
  • Ensure that the machine acting as a connector is able to access the IP address of the VM.

Deployment fails due to invalid VM credentials [vSphere]

Problem

During blueprint deployment on VMware vSphere resource location, the following error message is displayed while configuring a VM:

Failed to authenticate with the guest operating system using the supplied credentials. 

Solution

Ensure that you enter the correct credentials in the VM configuration wizard during blueprint deployment. The credentials must be the same as defined in the VM template. 

Smart Tools is unable to communicate with the machine that acts as a connector

Problem

Smart Tools is unable to communicate to the machine that acts as a connector after the machine is rebooted. This can be because, if you reboot your VM, the Citrix Smart Tools Agent Service may not start automatically after VM start up. 

Solution

To ensure that the Citrix Smart Tools Agent Service is running on your machine:

Do the following on Windows:

  1. Select Start > Control Panel > System and Security > Administrative Tools > Services
  2. From the services list, verify if the Citrix Smart Tools Agent Service is running. 
    If the agent service is not running, 
    right-click Citrix Smart Tools Agent Service and select Restart.

Do the following on Linux: 

  1. Run the command ps aux | grep connector
  2. Verify the output if the connector service is running. If the service is not running, run the following commands: 
    /opt/citrix/lifecycle-management/
    ./connector

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