000032808 - All agent machines are showing offline in RSA ECAT 4.x

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000032808
Applies ToRSA Product Set: ECAT
RSA Product/Service Type: Agent, Console, Server
RSA Version/Condition: 4.0. up to version
Platform: Windows
Issue1. All the RSA ECAT Agent Machines are showing grey offline in the ConsoleServer UI, Machines.
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Restarting the RSA ECAT Console Server service doesn't resolve.
2. The ECAT ServerOutput program during the RSA ECAT Console Server service  restart shows a SqlException error, where the MERGE is trying to UPDATE or DELETE the same row more than once.
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3. The c:\ECAT\Server\ConsoleServer-Error.log file showed a "SQL Error 8672 in usp_UpdateMachineOnlineState(18)" error.
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CauseThis indicates there is an entry in the ServerStageMachineOnlineState table which normally would be flushed, but can get stuck there if an agent goes online and starts scanning when the ECAT service is restarted.
ResolutionThe only resolution to this issue is to upgrade to (and later versions)
 After the upgrade, run the procedure to truncate the table.
WorkaroundManually flush the table with the SQL command: TRUNCATE TABLE [dbo].[ServerStageMachineOnlineState]
1. On the ECAT Server, stop the RSA ECAT Console Server service in services.msc
2. On the ECAT SQLServer database machine, run the Microsoft SQL Server Management Studio
After login, click New Query, and enter the following SQL commands:
TRUNCATE TABLE [dbo].[ServerStageMachineOnlineState]

Click Execute
3. On the ECAT Server, start the RSA ECAT Console Server service in services.msc