User-ID Agent Service not Starting

User-ID Agent Service not Starting

Created On 09/25/18 19:47 PM - Last Modified 07/29/19 17:51 PM



The User-ID Agent is unable to start.


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.


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:

service account logon.jpg

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

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