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Debugging a Failed Agent Installation

Last Update: 7/21/2017 11:32 AM
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​​Debugging a Failed Agent Installation


If you encounter failures when attempting to install the Agent, troubleshoot using the following steps:

  1. Download the two utilities provided at the links below, and place both in a directory of your choosing. However, both files must be in the same directory.
  2. Open Command Prompt with adminstrator priveleges and set the prompt (using the cd command) to the directory in which you placed the two files you downloaded.

  3. Execute the following commands:AgentUtility.exe /c

    AgentUtility.exe /u
  4. Executing these two commands will stop installations that are in progress and then uninstall the Agent (if already installed). Ensure there are no other items being installed, because these will also be stopped.
  5. To run the Agent installer with logging enabled, execute the following command. Where the command segment indicates YOUR_KEY, enter the customer key for your account that was provided on download.

    msiexec /i CloudamizeAgent.msi customerkey=YOUR_KEY /qn /l*vx msi_log.txt

    This command, as given, runs in quiet mode. If you wish to enable installation dialog boxes, pop-ups, and error messages, use this version instead of the execute command:
    msiexec /i CloudamizeAgent.msi customerkey=YOUR_KEY /l*vx msi_log.txt
  6. To validate that the installation ran successfully, execute this command:
    AgentUtility.exe /iThis command returns a message indicating whether the installation was successful.
  7. This command should return immediately, without any message. Upon returning, the installation proceeds in the background. It normally takes several minutes to complete the installation. The installation command creates two log files:
  • msi_log.txt
  • log_backup.txt

These log files are saved to the Clouldamize program file:

  • 32-bit machine: C:\Program Files\Cloudamize\log_backup.txt
  • 64-bit machine: C:\Program Files (x86)\Cloudamize\log_backup.txt

Important: You should send these log files along with a description of your problem when you file your support ticket with BitTitan. For information about filing a support ticket with BitTitan, see How do I get support for your products?

Additional troubleshooting information

  • If running Windows 2003, you must have Service Pack 2 installed. Ensure that this is not part of the problem.
  • You must execute both of the commands AgentUtility.exe /c and AgentUtility.exe /u  if you should need to repeat the installation. Stopping the processing by using the Windows Task Manager will likely cause a failed installation, as the installation processes must be stopped in a specific order.

  • In cases where the command AgentUtility.exe /i indicates that the Agent was successfully installed, you should still check the Cloudamize web interface to confirm that the Agent is communicating with the Cloudamize servers.