Problem with VMWare Tools

[radek_jasinski]

Hi,

We're experiencing an issue with updating VM tools if Dynatrace is installed on the system:

If the installation occurs while the service is running:

• After installing VM Tools, a network interface restart occurs within a few seconds (after the Tools installation), followed by a total loss of network connectivity after a few more seconds.
• Restarting the Dynatrace service restores the connection but only for a few seconds, after which the connectivity is lost again.
• To restore the connection, it's necessary to stop the service, then restart the network interface, and then either restart the service or reboot the server.

The problem does not occur if the Dynatrace service is stopped during the installation:

• stopping the Dynatrace service,
• installing VM Tools,
• waiting for the network interface to restart after the VM Tools installation,
• then starting the Dynatrace service

We have Dynatrace agent version 1.269.180 installed, and we were installing VM Tools version 12.3.5.22544099.

Radek

[Julius_Loman]

Sounds reasonable to open a support ticket. Is this Windows or Linux? I would recommend updating the OneAgent anyway. Also check the oneagentnetwork logs as this is the only component which touches network interfaces directly.

[radek_jasinski]

Hi @Julius_Loman 

I will set up a ticket in support and we will do an OA update with the client today. I'll let you know when I find out what was the cause.

Radek

[Julius_Loman]

I remember there were possible issues with the temporary loss of connectivity with Windows and OneAgent due to the packet capture library and some missing windows updates a while ago. However, definitely a support ticket needs to be raised.

[jonhaugen]

Hi,

We stumbled across this issue as well, did you receive any feedback @radek_jasinski ?

[radek_jasinski]

Hi @jonhaugen 

Support recommended upgrading OneAgent to the latest version (in our case it was 1.282 and the problem was completely solved). Do you have any agent log entries?

Radek

[jonhaugen]

Thanks for your reply!

I don't have any logs from the previous patch windows unfortunately, but we are prepared to take snapshots on VM's where the upgrade might fail. 

We run Dynatrace Managed and just upgraded to 1282 today. Do you have any details from support for why upgrading might help? 

Edit: Looking in to the release notes, no issues regarding vmware tools was mentioned. 

[radek_jasinski · Accepted solution]

They asked me for an update during the diagnosis.
When the problem stopped I didn't go into why, as I assumed a bug in the agent version.

[lukasz_luczko · Accepted solution]

The issue is related to a known bug in the Npcap driver delivered with OA.
Currently, we're working to release OA, which will provide a fix to that problem.

Stopping and starting OA during the VMware tools update is still a valid workaround.