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How to Fix a Failed iTivity Installation on an Appliance - Connect IT Community | Kaseya
<main> <article class="userContent"> <h2 data-id="issue"><strong>ISSUE</strong></h2> <p>In some cases the iTivity agent fails to install properly on an appliance. This results in a sederror being displayed during installation and the iAgent failing to startup correctly. You will also know this happened when the support tunnel requests a 5 digit support tunnel. <br><br>In cases such, the following steps can be taken to remedy this failure. <br><br> </p> <h2 data-id="resolution"><strong>RESOLUTION</strong></h2> <p></p> <ol><li>From an SSH session on the appliance, download and run the iTivity_reload script:<br> wget <a href="/home/leaving?allowTrusted=1&target=ftp%3A%2F%2Fftp.unitrends.com%2Fdpu%2Fscripts%2FiTivity_reload">ftp://ftp.unitrends.com/dpu/scripts/iTivity_reload</a> -O iTivity_reload;chmod +x ./iTivity_reload; ./iTivity_reload<br> </li> <li> <b></b>Wait for the script to finish running. <ol><li> <b>NOTE:</b> If the script doesn't finish running, there may be port problems within the network environment. See the article <a rel="nofollow" href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Funitrends-support.zendesk.com%2Fhc%2Fen-us%2Farticles%2F360013264518">What ports does Unitrends need open in my firewall</a> for more information on how to fix this. </li></ol></li> <li>Once complete, issue a <b>dpu support</b> command to confirm the agent is now installed and running.</li> <li>If you get an error for: <ol start="1"><li>a missing file or directory error, execute thes sets of commands: <br><b>mkdir /etc/iTivity;sudo groupadd iadmauth;usermod -a -G iadmauth root;./iTivity_reload</b><b>;dpu support</b><br> </li> <li>related to <b>sed</b>, execute the following: <br><b>[ -f /etc/iTivity/iAgent.conf ] && /usr/lib/iTivity/iAgent/stop_iagent >/dev/null 2>&1 ; [ -f /etc/iTivity/iAgent.conf ] && sed -i 's/iagent\.computer/\$asset/' /etc/iTivity/iAgent.conf ; [ -f /etc/iTivity/iAgent.conf ] && sed -i 's/iAgent_System/\$asset/' /etc/iTivity/iAgent.conf ; dpu support</b> </li> </ol></li> <li>You should now see the <b>Starting Tunnel Agent</b> message. </li> </ol><h2 data-id="cause"><strong>CAUSE</strong></h2> <p>Most common causes are networking issues such as missing Firewall rules to allow bidirectional communications or incomplete downloads.<br> <br> </p> </article> </main>