APM Infra Agent is not working, ERROR message "check if CA SystemEDGE or alternate agent is up and running!"

Products

• CA Application Performance Management (APM / Wily / Introscope)
• DX APM SaaS
• DX Application Performance Management

Issue/Introduction

We have installed Infrastructure agent on Windows server and somehow SytemEDGE is not working.

We see the following errors in the IntroscopeAgent.log file:

[INFO] [IntroscopeAgent.SnmpCollector] Agent/EM Connection is up. Posting new Configuration
[WARN] [IntroscopeAgent.SnmpCollector] Configuration is already stored in the database. No new configuration changes detected
[ERROR] [IntroscopeAgent.SnmpCollector] SNMP Agent is not responding, check if CA SystemEDGE or alternate agent is up and running!
[WARN] [IntroscopeAgent.SnmpCollector] Failed to serialize ATC Graph string.
[INFO] [IntroscopeAgent.IsengardServerConnectionManager] Connected controllable Agent to the Introscope Enterprise Manager at xxx.xxxx.xx:5001,com.wily.isengard.postofficehub.link.net.DefaultSocketFactory. Host = "xxxxxx", Process = "Infrastructure", Agent Name = "Agent", Active = "true". 
[INFO] [IntroscopeAgent.ConnectionThread] New list {}@downloaded from xxx.xxx.xxx:5001,com.wily.isengard.postofficehub.link.net.DefaultSocketFactory
[INFO] [IntroscopeAgent.InfrastructureAgent] New list accepted
[INFO] [IntroscopeAgent.ConnectionThread] Connected to xxx.xxx.xxx:5001,com.wily.isengard.postofficehub.link.net.DefaultSocketFactory in allowed mode.
[INFO] [IntroscopeAgent.IntelligentInstrumentationService] Intelligent Instrumentation Service activated
[ERROR] [IntroscopeAgent.SnmpCollector] SNMP Agent is not responding, check if CA SystemEDGE or alternate agent is up and running!
[ERROR] [IntroscopeAgent.SnmpCollector] SNMP Agent is not responding, no more errors will be logged, but will keep trying to reach it.

Environment

APM Infrastructure agent 10.x, 2*

Resolution

Follow the below steps to resolve this problem:

1. Open IntroscopeAgent.profile file

2. Locate below properties and make sure they look as below (make sure the network is not blocking these ports):

snmpcollector.localhost.port=1791
snmpcollector.traps.port=1792

3. Reinstall the Infrastructure agent and check if the problem persists

If the problem persists, contact Broadcom Support.

Additional Information

SystemEdge service is not starting

Unable to get HostMonitor (SystemEdge) to install properly on Windows 2012 Server