Agent disconnects, cannot reconnect - U02000313 Communication error ... 'Connection timed out: no further information'.

Products

• Automic SaaS

Issue/Introduction

An agent that was connected to a SaaS system for a long time suddenly disconnects with messages like:

20260128/172526.979 - U02000385 Web socket error: 'An existing connection was forcibly closed by the remote host'.
20260128/172526.979 - U00045014 Exception 'java.io.IOException: "An existing connection was forcibly closed by the remote host"' at 'sun.nio.ch.SocketDispatcher.read0()'.
20260128/172527.011 - U02000196 Next attempt to create a CP connection in '10' seconds.
20260128/172537.052 - U02000379 Initiating connection to server 'ws-tenantid.saastest.example.com:443' using WebSocket URI: 'wss://ws-tenantid.saastest.example.com:443/agent'.
20260128/172537.146 - U02000438 Number of trusted certificates loaded from 'Windows Certificate Store': '55'.
20260128/172537.161 - U02000484 This agent trusts '178' certificates when creating a JCP connection.
20260128/172619.560 - U02000313 Communication error with partner 'ws-tenantid.saastest.example.com:443', error: 'Connection timed out: no further information'.

Attempting to restart the agent from that point fails with the following in the agent log:

20260130/091755.931 - U02000379 Initiating connection to server 'ws-tenantid.saastest.example.com:443' using WebSocket URI: 'wss://ws-tenantid.saastest.example.com:443/agent'.
20260130/091756.165 - U02000438 Number of trusted certificates loaded from 'Windows Certificate Store': '55'.
20260130/091756.181 - U02000484 This agent trusts '178' certificates when creating a JCP connection.
20260130/091838.846 - U02000313 Communication error with partner 'ws-tenantid.saastest.example.com:443', error: 'Connection timed out: no further information'.
20260130/091838.893 - U02000074 Connecting to system 'AUTSYSTEM' is not possible.
20260130/091838.893 -           Initial connection with endpoint not possible. Please check your configuration.
20260130/091838.909 - U02000041 Shutdown Agent 'AGENT_NAME'.
20260130/091838.909 - U02000002 Agent 'AGENT_NAME' version '24.3.0+build.1732290291368' ended abnormally.

Environment

Automic Type: SaaS

Resolution

Troubleshooting can be done to help see where the problem lies

1. See if the JCP endpoint is reachable from the server where the agent is started:
   1. Open the agent ini and find the connection= line
   2. On Windows, open a browser and navigate to the url with https:// in front
   3. On linux, run a curl command like:
      
      curl https://[setting in connection= parameter of ini file]
      
      In both cases, you should see a message:
      
      WebSocket deployed
      
      If you do not, then the JCP endpoint is not reachable from the server and you should engage your network team.
      
      
2. You can run the following command from the agent server and doublecheck that the returned IP address is on the whitelisted IP list:
   
   curl https://ip.saas.automic.com/
   
   

If the endpoint from #1 above is not reachable, you will need to engage your network team to see what is happening on the outgoing call.

If the endpoint result from #2 above is a different IP address than what is whitelisted, you can engage your network team to see if that was meant to happen or open a case with Broadcom Support to whitelist the IP or IP range.

If the endpoint from #1 above is reachable and the IP from #2 above returns and IP that is whitelisted, please reach out to Support, referencing the results of both of the above and uploading an agent log file.  Support can check what's happening on the SaaS side of things.