DX APMIA Windows could not start the CA SystemEDGE service on Local Computer. Error 1053: The service did not respond to the start or control request in a timely fashion.

Products

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

Issue/Introduction

Symptoms:
Infrastructure Agent 21.3 with Hostmonitor extension. The SysEdge Service does cannot start when connecting to EM 10.7. IntroscopeAgent.profile configured to be backward compatible with 10.7 and host monitoring extention activated:

introscope.agent.connection.compatibility.version=10.7
introscope.agent.hostmonitor.sysedge.enabled=true

The installer APMIACtrl install goes through without any error messages but the CA Sysedge Service is not starting and when trying to start it manually the following error message is being displayed:

"Windows could not start the CA SystemEDGE service on Local Computer. Error 1053: The service did not respond to the start or control request in a timely fashion."

 

Environment

Windows Server 2019
DX APM InfrastructureAgent Release 2022.3.0.21 (Build 990021)
IntroscopeAgent.profile configured to be backward compatible with 10.7 and hostmonitoring extention activated

introscope.agent.connection.compatibility.version=10.7
introscope.agent.hostmonitor.sysedge.enabled=true

Cause

On the Windows 2019 Server the Microsoft Visual C++ Packages may not be installed. This is a prerequisit for the Sysedge Agent.

Resolution

Install the Microsoft Visual C++ Packages on your Windows 2019 Server. This is a prerequisite for the Sysedge Agent.

Additional Information

https://techdocs.broadcom.com/us/en/ca-enterprise-software/it-operations-management/dx-apm-saas/SaaS/implementing-agents/infrastructure-agent/Install-the-Infrastructure-Agent-on-Windows.html