Error: 'SNMP error 21115 - Unable to upgrade agents'. (NETIQKB4865)

fact
Operations Manager 3.X

fact
Security Manager 3.X

fact
Security Manager 4.X

symptom
Error:  'SNMP error 21115 - Unable to upgrade agents'.

cause
It is possible that when installing or upgrading the agent the SNMP service does not stop in the allocated time (120 seconds). However all the files are copied to the agent and everything is registered. At the end of installation, the AM restarts SNMP service successfully. But, because there were problems stopping the service, the AM does not mark these agents as successfully installed. Therefore, these computers continue to appear in the Pending Installations list, even though the agent is up and running.

fix

Increase the timeout value for stopping the service and its dependents. The AM uses a default timeout value of 120 seconds for stopping services mentioned in the INI files. The timeout for individual services (e.g. SNMP) can be overridden in the registry as follows.

1. Click Start | Run | and type Regedit.
2. Navigate to the following registry key: 'software\mission critical software\onepoint\configurations\<config name>\MCSApplications\Configuration Manager\ServiceStopTimeouts'.
3. Create a new REG_DWORD value for the SNMP service that you want to specify a timeout value for. For example, to specify a timeout of 200 seconds for SNMP, create an entry named "SNMP" and set it to 200. Create this key on both agent manager.  NOTE:  the leaf registry key mentioned above (ServiceStopTimeouts) does not exist initially.
4. After making above changes, bounce the OnePoint service on both DCAMs.
5. Approve one agent and scan AM that manages this agent.

Formerly known as NETIQKB4865