Troubleshooting Agent Issues
QuerySurge™
Troubleshooting Issues
with your QuerySurge Agent
for Agents deployed on Windows
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© 2013 Real-Time Technology Solutions, Inc. All Rights Reserved.
(212) 240-9050 | www.rttsweb.com | [email protected]
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Troubleshooting Agent Issues
Issue: A QueryPair Starts Running, but Never Seems to Complete
Periodically, the Agent will appear to start a run (either a Scenario or a Design-Time Run), but will not be fully
connected. In these instances, the Agent will hang and the run will never complete. This is usually resolved by
restarting your Agent. If restarting your Agent does not rectify the problem, you may need to consider upgrading to
our most recent release. Otherwise, please contact Technical Support.
To restart a QuerySurge Agent, you’ll need the following:

Access to each Agent box with administrative rights.
Restarting an Agent
1. Log into the Agent box with administrative rights.
2. In the Start menu, launch the Agent Service Console (All Programs >
QuerySurge > Open Agent Console).
3. Stop the Agent Service using the Stop Agent Service
button.
4. Start the Agent Service using the Start Agent Service
button. Then, exit from the console (File > Exit).
Note: You should repeat this procedure for all your Agents.
Issue: A QueryPair isn’t Running, or is Stuck on ‘Loading’
If a QueryPair, Design-Time Run, or Scenario is not running, it is most likely unable to find an Agent. A QuerySurge
Agent is responsible for establishing contact with your Connections and executing the queries. If all of your Agents
are busy or unavailable, your QueryPairs will not run. QuerySurge will wait for an Agent to become available.
Checking if an Agent is Available
1. To check if an Agent is available, you can do any one of the following:
a. Hover over the Agent Status icon in the QuerySurge bottom dock to see a quick view of the Agents’
statuses (for more information on the Agent Status icon, see the icon glossary below), or
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© 2013 Real-Time Technology Solutions, Inc. All Rights Reserved.
(212) 240-9050 | www.rttsweb.com | [email protected]
2
Troubleshooting Agent Issues
b. Click on the Agent Status icon in the QuerySurge bottom dock to bring up the Agent Activity window, or
c. Click on the Administration menu, and choose View Agents to open the Agents grid.
Agent Status Icon Glossary
Description
Icon
No Agents online. Agent icon appears blue on
bottom when all Agents are offline.
Idle Agent(s). Agent icon appears yellow on
bottom when idle.
Agent(s) executing Scenario or Design-Time
Run. Agent icon appears red on bottom when
busy.
Issue: Agent will not Connect
If your Agent will not connect, it may simply require a restart. However, it also might signal that your Agent is using
an incorrect URL to communicate with QuerySurge, or that your Agent is disabled.
To restart a QuerySurge Agent, you’ll need the following:

Access to each Agent box with administrative rights.
Restarting an Agent and Verifying its Connection Details
1. Log into the Agent box with administrative rights.
2. In the Start menu, launch the Agent Service Console (All Programs >
QuerySurge > Open Agent Console).
3. Stop the Agent Service using the Stop Agent Service
button.
4. Verify the QuerySurge URL is specified correctly, and includes the
appropriate port number. If the URL is incorrect, please edit the
value in the textbox.
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© 2013 Real-Time Technology Solutions, Inc. All Rights Reserved.
(212) 240-9050 | www.rttsweb.com | [email protected]
3
Troubleshooting Agent Issues
5. Start the Agent Service using the Start Agent Service button. The Agent Service Status should display Started,
and the message below it should read CONNECTED.
6. Exit from the console (File > Exit).
Note: You should repeat this procedure for all your Agents.
Issue: Agent is not Enabled
This issue often occurs after adding an Agent to your QuerySurge instance. Newly installed Agents will self-register,
but will not self-enable. You will need to enable them manually.
Enabling an Agent
1. Log into QuerySurge, click on the Administration menu, and select View Agents.
2. Select the checkbox in the Enabled column next to the Agent you wish to enable.
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© 2013 Real-Time Technology Solutions, Inc. All Rights Reserved.
(212) 240-9050 | www.rttsweb.com | [email protected]
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