4/21/2021
Unitrends MSP Agent installation fails – Unitrends
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Unitrends › Management & Automation › Backup Portal
Unitrends MSP Agent installation fails
SUMMARY
Unitrends-MSP-Agent-installation-fails and produces error.
ISSUE
When installing the MSP agent the following errors may be returned:
root: Installer - Executing setup script
root: Installer - New installation, registering
Installation failed
root: Agent - Starting services
root: Agent - Starting Agent
root: Agent - Msp process did not start
curl: (35) SSL connect error
package.tar
setup.sh
package.tar
https://support.unitrends.com/hc/en-us/articles/360013265898-Unitrends-MSP-Agent-installation-fails
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4/21/2021
Unitrends MSP Agent installation fails – Unitrends
setup.sh
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root: Installer - Executing setup script
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root: Installer - New installation, registering
Installation failed
root: Installer - Getting asset tag
root: Installer - Getting reggen file
root: Error - Token is malformed, please generate a new installation
RESOLUTION
1. Connect to the Unitrends Appliance using an SSH terminal program (e.g. PuTTY) and authenticate using the
user 'root'.
2. Uninstall MSP agent by issuing this command: sudo
/usr/utmsp/uninstall.sh
3. Stop the database and restart the Unitrends appliance by following the instructions in the article Shutdown or
restart a Recovery Series appliance.
4. Verify that the Firewall that the Unitrends is behind allows traffic over 443. Traffic from the Unitrends Appliance
should not be filtered, as it could be stopped by Layer 3 or Layer 7 filters.
5. Using the Unitrends MSP Portal, generate new curl script.
6. Run the script on the Unitrends appliance again and wait 5 to 10 minutes. If this has not resulted in the
appliance showing up on the list, execute this command:
/usr/utmsp/start.sh
At this point, you should see the appliance displayed in about 10 minutes from executing
the command. If you are still not able to see it, contact us so we can engage further to nd
the right resolution.
CAUSE
The MSP agent uses port 443 for communication. Port 443/HTTPS is the HTTP protocol over TLS/SSL and is used
for secure web browser communication. Due to this any type of SSL traffic filter will restrict communication over
port 443 and cause issues for systems that utilize port 443.
https://support.unitrends.com/hc/en-us/articles/360013265898-Unitrends-MSP-Agent-installation-fails
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Unitrends MSP Agent installation fails – Unitrends
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