Error: Cannot fetch Agent errors in smps log?
Article ID: 39387
Updated On:
Products
Issue/Introduction
When running Web Agent and Policy Server, the Policy Server reports an error:
Cannot fetch agent <agent-name> agent
[ERROR][sm-IsAuthorized-00220] Bad sxxx/rxxx request detected: error 'Cannot fetch agent xxxx'
The request fails with error 500 in the browser and the Web Agent reports an error for that transaction.
Communication failure between SiteMinder policy server and web agent.
Environment
WebAgent: 12.52.xx.xx and 12.8 (All Supported Versions)
Cause
In general, "cannot fetch an agent" means the Policy Server is unable to locate the Agent in the Policy Store.
When a Web Agent intercepts the request, it needs to pass the AgentName and Target Resource to the Policy Server to check if the Resource is protected.
If the AgentName passed in is invalid for some reason, we expect to see this error message.
Some common issues are that the end-user bookmarked the login page and the AgentName, as encrypted, changed after the upgrade.
Try accessing the protected resource directly without using the bookmark and check if that makes a difference.
If the issue is not due to a bookmark and happens consistently, check the Realm that has the problem and ensure the Agent exists.
Alternatively, users can try to recreate the Agent and assign it to the realm to see if that helps.
If the agent name is encrypted, try setting the ACO parameter:
EncryptAgentName to "No", so that the agent causing this error can be identified.
Resolution
Try accessing the protected resource directly without using the bookmark and check if that makes a difference.
Check the realm that has the problem and ensure the agent exists.
Try recreating the agent and assigning it to the realm.
Additional Information
Feedback
