Some agents fail to connect to the hub following security key rotation

We have received reports that some VertiGIS Studio Analytics installations have been losing connectivity between agents and the hub after running successfully for several months. These occurrences seem to coincide with standard security key rotations in Analytics.

When this happens, the Reports page will fail to display updated metrics for agents that should be collecting data, though their status may still display as Available. Checking the Analytics configuration interface will show an "X" for a disconnected agent's Is Alive property.

When reviewing the agent logs, there will be 502 Bad Gateway errors on the attempted web socket connections. To view these logs, sign into the server where the Analytics agent is installed and navigate to C:\ProgramData\VertiGIS Studio Analytics\agent\data\logs. (NOTE: Visibility for hidden items must be turned on to see the ProgramData folder.) Relevant logs can be found in the {server name}-agent-socket-server and {server name}-server folders.

Workaround

This issue was resolved with the 1.5 release of VertiGIS Studio Analytics. If you cannot upgrade for some reason, the following workaround is also available:

1. In a browser, open the VertiGIS Studio Analytics Reports page and sign-in with an administrator account.
2. In the left toolbar, click on the Settings button.
3. In the left panel, select Agents.
4. In the list of agents, find the one that is failing to connect. There should be an "X" for its Is Alive property.
5. In the far right, click on the agent's "Reconnect to the Hub" button. If the reconnection occurs automatically, skip to step 12.
6. If the reconnection does not occur automatically, copy the displayed text.

7. Log into the server where the Analytics agent is installed.
8. Navigate to the following folder: C:\ProgramData\VertiGIS Studio Analytics\agent\data\config (NOTE: Visibility for hidden items must be turned on to see the ProgramData folder.)
9. Open the agent-security.yaml file in a text editor like Notepad.
10. Replace the contents of the agent-security.yaml file with the text you copied earlier.
11. Save the file. Administrator privileges may be required for this.
12. Back on the agent settings page in your browser, wait 30 seconds and check whether the agent has reconnected. If not, reload the page and check again.

If you continue to experience connectivity issues between agents and the hub, please open a new Support ticket.