User-ID Agent Service not Starting

Symptoms

The User-ID Agent is unable to start.

Issue

10/03/12 16:33:28:786[Info 2758]: Device thread 0 exit due to receive message error -13!

10/03/12 16:33:28:786[Debug 2803]: Device thread 0 ssl shutdown.

10/03/12 16:33:28:786[Debug 1154]: Device thread 0 exits.

If the User-ID agent is unable to start and the following logs are seen in UaDebug.log, the issue is due to incorrect service logon account credentials.

Resolution

The UaDebug.log file can be found in C:\Program Files\Palo Alto Networks\User-ID Agent

Make sure to have the right username/password with the right permissions as per the screenshots below:

Additionally, make sure to verify the account settings in services is the same as the one configured in User-ID Agent (above screenshot):

If the steps above do not resolve the issue, then it is likely that the service account in question does not have permissions to logon as a service on the computer where the agent is installed. The quickest resolution is to add the service account as a local administrator on the computer where the agent is installed.

owner: mvenkatesan