EP/Log Troubleshooting
- 11 Apr 2025
- 4 Minutes to read
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EP/Log Troubleshooting
- Updated on 11 Apr 2025
- 4 Minutes to read
- Print
- DarkLight
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Troubleshooting Steps
Follow these troubleshooting steps to see if your EP is getting to the controller. This can be done at the EP workstation with the help of the EP log. Even if you're not technical if you follow this you will be able to identify where the problem is in your environment.
On the work station where the EP is installed go to the directory below and double-click the text file with today's date on it. This will be the log for your EP.
STEP 1.
Check for a line in your log indicating you have connected to the proper Domain and controller. You can see below that the EP has connected to the correct Domain (ihcusprod) and controller neccontroller.us.nectar.services:443. If it's NOT there you have a local issue with your workstation EP. One or more of your settings may be incorrect. Proceed to step 2.
Apr 10 09:40:28.193 H5CG213D891 [26504] N Conn Mgr: Dom 'ihcusprod' connection established with Controller-UUID '13FBC424-EEA4-595A-77F1-C065FE8469DE-8000D100'.
Apr 10 09:40:28.251 H5CG213D891 [26504] I Conn Mgr: Dom 'ihcusprod': 192.168.2.34:60795(skt:1524) <-> (neccontroller.us.nectar.services)50.17.99.212:443(Fxd) [cd:0.056s, tls:0.065s, dom:0.189s]
STEP 2.
If you do not see this message look for an error to the controller. Like invalid credentials or something to that effect. Check your config notes or contact your MSP or Nectar.
It could be on your network... Check with your network team.
Look for a firewall or filtering issue. Check your FW for packets that get stopped heading for "Neccontroller.us.nectar.services:443" If you have a Z scaler or other filtering infrastructure check that you're not filtering on port 443. NOTE: it is port 443 but it's not HTTPS.
Apr 10 16:41:15.139 BDOWNEYHPLT [9188] W Conn Mgr: Dom 'nectarusprod' - Invalid domain credentials
Apr 10 16:41:15.140 BDOWNEYHPLT [9188] N Conn Mgr: Dom 'nectarusprod': Closing 192.168.125.137:50617(skt:2628) <-> (neccontroller.us.nectar.services)50.17.99.212:443(Fxd) after 00:00:00.107, KA (tx/rx): 0/0, RxLat: 4ms Agent control negotiation failed
STEP 3.
Look for a line that comes after "Allowed Test Types". If this line is there you have successfully connected to the controller and received a license. If you have made it to this point you can be certain that your EP is working properly on your machine. Proceed to step 4.
Apr 09 00:08:00.929 BDOWNEYHPLT [10092] N Agent Cfg: Management Domain 'nectarcorp' configured.
Apr 09 00:08:00.945 BDOWNEYHPLT [10092] N Agent Mgr: Allowed Test Types: VoIP: Yes, VidConf: Yes, IPTV: No, NetApp: Yes, NetSvc: Yes, NetDiag: Yes, TCPStream: No, Secure: Yes
Apr 09 00:08:00.945 BDOWNEYHPLT [10092] N Agent Mgr: Capacities: Global: 200Kbps / 2 EPs, Signal: Small, NetDiag: Small, NetApp: Small, NetSvc: Small
Apr 09 00:08:01.007 BDOWNEYHPLT [10092] N Agent Mgr: Lic (chk/exp): 1744241161 (19:17:59.993) / 1744251050 (22:02:48.993)
STEP 4.
Once you have the license and are connected to the controller restart the service and look in the log after 15-20 min for entries about Test Plans: If you have these in your log it indicates that your EP has been added to a test group and is running tests successfully. If that is the case you should see the tests in DXP. You should give this some time as tests occur every 15 minutes. If you have the license but no tests you will need to call the MSP or Nectar to check the controller. It's possible the script that automatically puts your EP in a Test Group may have an issue and needs to be checked.
Apr 09 00:10:24.279 BDOWNEYHPLT [10092] N Test Mgr: [ 4 instcs.] Plan: TTEC-P2P-Test | #429 | Fnsh | mn/mx/av dur: (0.094/1.096/0.598)
Apr 09 00:10:24.279 BDOWNEYHPLT [10092] N Test Mgr: 5EDK2KF9GGPVW Plan: P2P VoIP 200pkts 15min/TFM7A86K4S82Y O | #533 | Fnsh | 0.133s | R:0
Apr 09 00:23:05.771 BDOWNEYHPLT [10092] N Test Mgr: [ 3 instcs.] Plan: P2P VoIP 200pkts 15min | #533 | Fnsh | mn/mx/av dur: (0.147/0.211/0.177)
Apr 09 00:23:05.771 BDOWNEYHPLT [10092] N System: N 3.1.128 up/cn:t 0d00h15m14s/0d00h14m01s, ts: -690ms, t: 12, m: 47.04/5854/16093MB, c: 0.9% 43/40ms, p s/t/i/e/d: 7/7/0/0/(0/1/0)
Apr 09 00:25:24.288 BDOWNEYHPLT [10092] N Test Mgr: [ 4 instcs.] Plan: TTEC-P2P-Test | #430 | Fnsh | mn/mx/av dur: (0.103/1.103/0.604)
Apr 09 00:25:24.288 BDOWNEYHPLT [10092] N Test Mgr: 5EDK2KF9GGPVW Plan: P2P VoIP 200pkts 15min/TFM7A86K4S82Y O | #534 | Fnsh | 0.139s | R:0
Apr 09 00:38:04.788 BDOWNEYHPLT [10092] N Test Mgr: [ 3 instcs.] Plan: P2P VoIP 200pkts 15min | #534 | Fnsh | mn/mx/av dur: (0.135/0.241/0.205)
Apr 09 00:38:04.788 BDOWNEYHPLT [10092] N System: N 3.1.128 up/cn:t 0d00h30m13s/0d00h29m00s, ts: -693ms, t: 12, m: 43.02/5733/16093MB, c: 0.9% 37/33ms, p s/t/i/e/d: 7/7/0/0/(0/1/0)
Apr 09 00:40:24.271 BDOWNEYHPLT [10092] N Test Mgr: [ 4 instcs.] Plan: TTEC-P2P-Test | #431 | Fnsh | mn/mx/av dur: (0.101/1.111/0.602)
Once the tests have run (After 15min) you will see these in the DXP UI.
STEP 5.
Depending on your system you may see your name or your EP (Machine name) listed, (Also in the log) . The percentage of "Test Success" will indicate your ISP or VPN network stability.
Apr 09 00:10:24.279 BDOWNEYHPLT [10092] N Test Mgr: [ 4 instcs.
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Your Endpoint should be listed under the Endpoints column
As an example if I look at some of my tests below I can see that I tested to 3 different hubs on this last test cycle. Azure-West, East and AWS-West. This has proven my EP is working as expected. We will explore the deciphering of tests in another section.
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