HCX 9.x OSAM Fix-up failure "The guest operations agent could not be contacted" due to NSX Manager credential issues

Products

• VMware HCX

Issue/Introduction

• HCX 9.x OS Assisted Migration (OSAM) fails during the fix-up phase with the following error: "Failed to perform fix-up operation on migrated VM. Failed to prepare for fixup".
• The following error is displayed in the /common/logs/admin/app.log

  <timestamps> UTC [OsAssistedMigrationService_SvcThread-40059, Ent: HybridityAdmin, , TxId: ########-####-####-####-############] WARN  c.v.v.h.s.m.jobs.WindowsFixupJob- doWaitForReadyToFixup() - Failed to run SOAP request ListFilesInGuest The guest operations agent could not be contacted. migrationId: ########-####-####-####-############

• Before this error, logs also indicate issues regarding the NSX connection or credentials:

  <timestamps> UTC [NSXService_SvcThread-6354, Ent: HybridityAdmin, , TxId: ########-####-####-####-############] ERROR c.v.v.h.s.n.NsxTInventorySyncJob- Failed NSX-T request : {
     "url": "https://<NSX-FQDN>/policy/api/v1/infra/<api>",
     "method": "GET"
  }
  Got response : {
     "status": "failure",
     "statusCode": 403,
     "details": "",
     "result": {
        "module_name": "common-services",
        "error_message": "The credentials were incorrect or the account specified has been locked.",
        "error_code": 403
     }
  }

• Additionally, from the HCX Management Appliance (port 9443), the NSX Manager registration status is shown as Disconnected.
  

Environment

VMware HCX 9.x

Resolution

To resolve this issue and allow the OSAM fix-up process to complete, follow these steps:

1. Log into the HCX appliance management interface at https://<hcx-manager-ip>:9443
2. Verify if the NSX registration status is red/disconnected.
3. If the status is disconnected, click Manage and update the NSX credentials.
4. Ensure the NSX registration status returns to Green/Connected.
5. Restart the services to apply the new configuration.
   Note: Ensure no migrations are ongoing before restarting services.

Additional Information

A similar error with a different cause may occur. For more information, refer to:
Fix-up operation fails during HCX OSAM migration