Verify Trusted Agent Hub Timeout Settings

If the Trusted Agent Server is not processing as expected, verify timeout settings for the Trusted Agents Hub against the Hub Ping Frequency setting for the Trusted Agents Server. Restarting services may also solve the issue.

For example, the Trusted Agent server may time out when attempting to process email messages with large attachments. This would trigger a communication error message in the Trusted Agent log file.

Possible solutions:

• Verify that the Agent Registration Timeout setting on the Trusted Agents Hub is greater than the Hub Ping Frequency setting for the Trusted Agents Server. For more information, see Configure the Trusted Agents Hub in the Server Manager and Configure the Trusted Agents Server.
  SaaS customers must contact Cherwell Support to determine if the Agent Registration Timeout period for the Trusted Agents Hub has changed from the default of 180 seconds.
• Restart the Trusted Agents Server.
• Restart the Trusted Agent Server and CSM service used by the feature that is not working as expected, in that order. For example, if the Trusted Agent Server is not processing email, restart the Trusted Agent Server, and then restart the Cherwell Service Host.