Troubleshooting Proxy Server Settings

There may be cases where CAM Agent behavior is not as expected. This is because the CAM Agent shares its proxy server settings with all other applications that utilize WinHTTP. This topic describes how to handle these issues, as well as how to check for correct proxy settings and Registry entries.

Agent Status Hangs on "Waiting for Agent Check-in" Message

There are two situations where the agent installation or update process seems to run smoothly, but the agent status message "Waiting for agent check-in" does not update:

  • The machine has WinHTTP proxy settings that were configured outside of Cherwell Asset Management, and the proxy server is not running. This can happen, for example, if a WinHTTP application was installed and working through a proxy at one time, but the application was later removed and the proxy shut down. Then, when you installed or updated the CAM Agent, you either marked the Save proxy settings to agent machine check box and then selected Save only if new from the accompanying list box, or did not mark the Save proxy settings to agent machine check box at all.
  • The machine has WinHTTP proxy settings that were configured outside of Cherwell Asset Management, the proxy server is running, and the CAM Access Point is not configured to accept traffic from that proxy server. Then, when you installed or updated the CAM Agent, you marked the Save proxy settings to agent machine check box and then selected Save only if new from the accompanying list box.

In either case, do the following:

  1. Check machine's properties (see the following section) to see if the agent has proxy settings.
  2. Determine if any other applications on the machine require those settings.
  3. Resolve any conflicts. Possible ways to resolve conflicts include:
    • Clearing the agent proxy settings if they are not needed.
    • Configuring the access point to allow traffic through the agent's configured proxy server.
    • Making sure the access point is considered a local address, and then configuring the proxy to bypass local addresses.

Checking Proxy Server Settings

To find out what proxy server settings are used for a machine, check the Options tab in the Machines Properties dialog box, or the Machine Summary report.

Registry Entries

On 64-bit machines, the corresponding Registry key is:

  • HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Internet Settings\Connections\WinHttpSettings

The corresponding Registry key is as follows for all features on 32-bit machines:

  • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Internet Settings\Connections\WinHttpSettings

There are two other relevant Registry keys and if you need to edit them, you must do so in the Registry itself, as you cannot edit them in CAM Administrator. These keys are as follows for 64-bit machines:

  • HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Express Metrix\7.0\ProxyServer

    Value: <machine>:<port>

    This key will be used by the CAM Administration Service and CAM Administrator as the proxy server to access any external websites.

  • HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Express Metrix\7.0\ProxyServerAP

    Value: <machine>:<port>

    This key will be used by the CAM Administration Service as the proxy server to test each CAM Access Point.