Servers not present in EdgeSight

Symptoms

When a new server is commissioned from a template/image, after booting it might not be displayed in EdgeSight or a server that was being shown disappeared in replacement to the newly commissioned server.

Cause

The symptoms above can be caused if the EdgeSight agent as the wrong company information, in the registry, or the server is trying to use a guid that is being used by another server.

Troubleshooting

The two key aspects to verify is if the server has the wrong company information in the registry and/or the GUID is duplicated.

Wrong company information

Verify that the registry key Company has the correct value.

On 32bit systems check HKEY_LOCAL_MACHINE\SOFTWARE\Citrix\System Monitoring\Agent\EdgeSight, on 64bit systems check HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Citrix\System Monitoring\Agent\EdgeSight.

Duplicated GUID

If the registry key is correct, then verify that the server isn’t trying to use the GUID of another server. Open EdgeSight.ini located on “C:\Documents and Settings\All Users\Application Data\Citrix\System Monitoring\Data or C:\ProgramData\Citrix\System Monitoring\Data, depending if it’s Windows 2003 or Windows 2008.

Check that the SInstance used by the server isn’t assigned to another server. A way to find what are the GUIDs known to edgesight is to query its database

-- Lists servers with their department and guid
SELECT m.name, i.instid, d.name AS 'dept', i.[guid]
FROM [instance] AS i
LEFT JOIN machine AS m ON m.machid=i.machid
LEFT JOIN dept AS d ON d.deptid=i.deptid
ORDER BY d.name, m.name

This should give you and idea of what servers are in conflict, if it doesn’t the you need to check each server individually.

Workaround/Solution

The solution depends on the problem noticed while trouble shooting. It can be one or both.

To correct a wrong company value open the registry editor expand the keys used in troubleshooting and edit the Company key, changing it’s value to match your environment.

If the server is using a GUID that is already taken by another server; then connect to the server, stop the Citrix System Monitoring and Firebird Server – CSMInstance services, then using notepad open EdgeSight.ini located on “C:\Documents and Settings\All Users\Application Data\Citrix\System Monitoring\Data or C:\ProgramData\Citrix\System Monitoring\Data and remove the value of SInstance; close notepad saving the changes and start both Citrix System Monitoring and Firebird Server – CSMInstance services.

NOTE: It can take up to 24 hours before the server is displayed in EdgeSight.

Fixing the template

The following is a set of recommended changes to the golden template used to provision server with Citrix EdgeSight Agent installed. I’m also assuming that the server is running Windows 2008.

1) Verify that the value of company in the registry has the desired value.
2) Stop the Citrix System Monitoring service.
3) Stop the Firebird Server – CSMInstance service.
4) Delete RSDATR.FBD located at C:\ProgramData\Citrix\System Monitoring\Data\
5) Edit EdgeSight.ini located at C:\ProgramData\Citrix\System Monitoring\Data\ and remove the value of SInstance.
6) Shutdown the server and create the template.

NOTE: These steps should be done before shutting down the server and creating the template.

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