HUB stopped communicating
search cancel

HUB stopped communicating


Article ID: 259264


Updated On:


DX Unified Infrastructure Management (Nimsoft / UIM) CA Unified Infrastructure Management On-Premise (Nimsoft / UIM) CA Unified Infrastructure Management SaaS (Nimsoft / UIM)


Primary production HUB has stopped communicating with MOM and other HUBs

- netstat -an does not show port 48000 in use

- turned off windows firewall no effect

- server is up and operational

- Windows 2012

- disk space okay

- server is up able to RDP and PING

- telnet from HUBs on same network segment (no firewall) no  Telnet on either port 48000/48002

- service restart no effect

Windows event log shows the controller process is crashing:

Event log:

Faulting application name: controller.exe, version:, time stamp: 0x60993856
Faulting module name: controller.exe, version:, time stamp: 0x60993856
Exception code: 0xc0000409
Fault offset: 0x000000000018b004
Faulting process id: 0x930
Faulting application start time: 0x01d93675f3d811a7
Faulting application path: D:\Program Files (x86)\Nimsoft\robot\controller.exe
Faulting module path: D:\Program Files (x86)\Nimsoft\robot\controller.exe
Report Id: 32c67abd-a269-11ed-817b-00505682348e
Faulting package full name: 
Faulting package-relative application ID:

Any attempt to run the robot InstallShield Setup Engine (installer) on the local machine to install/reinstall the robot failed at approx. 97%.

Carbon Black (Bit9) threw an exception when trying to run the robot installer:

Removing the Cb Protection agent had no effect, it still failed during the installation.

Fault Module Name: instlib.dll


  • Release: 20.3


After significant triage, the VM (full server) was restored from its last good backup and then the hub was operational again.

Recommend upgrading to the current release 20.4, along with hub and robot version 9.36 as there were many fixes and changes after hub/robot v9.30 (since 2020...).

hub release notes (showing many fixes)

robot_update release notes (showing many fixes)