If you are experiencing issues with the ConnectWise Automate agent not signing up and obtaining a ComputerID from the Automate server, this is due to a known issue with the Automate agent installation process where it fails to write the correct “Server Password” value to the CW Agent registry location.
As of March 2021, ConnectWise has not announced a release date for a fix. In response to this gap, we have implemented a temporary feature to allow you to supply the correct “Server Password” value from a working MSI and MSP Toolshed will handle writing the value to the registry, so that the agent can sign up properly.
How to identify the issue:
Look for “Bad Password” in the “Agent Signups” Dataview in ConnectWise Automate. (Automation > Dataviews > Status > Agent Signups).
C:\Windows\LTSVC\LTErrors.txt on the machine where the agent did not sign up properly:
LTService v210.27 - 2/23/2021 12:46:36 PM - Cleaning up Supporting Files and Logs:::: LTService v210.27 - 2/23/2021 12:46:36 PM - Initializing Tunnels...::: LTService v210.27 - 2/23/2021 12:46:41 PM - Tunnel Version:2.3.2.141::: LTService v210.27 - 2/23/2021 12:46:41 PM - Initializing Sensors...::: LTService v210.27 - 2/23/2021 12:46:41 PM - Set Registry Settings::: LTService v210.27 - 2/23/2021 12:46:41 PM - Configuring Firewall Settings :::: LTService v210.27 - 2/23/2021 12:46:42 PM - Finished Startup::: LTService v210.27 - 2/23/2021 12:46:44 PM - Network Loop Started::: LTService v210.27 - 2/23/2021 12:47:07 PM - Attempting SignUp::: LTService v210.27 - 2/23/2021 12:47:07 PM - Failed Signup, Will wait over 30 minutes to try again.:::
How to work around the issue:
Logon to your Automate Web Control Center
Access the “Custom Agent” UI
Select any Client / Location, the click “Download” next to “Windows MSI”
Once the MSI has been downloaded, you will need to run it on a machine that does not currently have a CW Agent installed. When you run the MSI on a machine with no agent, and you click “Next” on the initial screen, you will see a menu that displays your Server URL, Server Password and the LocationID. Copy the “Server Password” value.
Log in to the MSP Toolshed portal and access the “Settings” view.
Paste the “Server Password” value in to the “Server Password” field under the credentials field and click Update RMM Credentials.
Once this has been applied, all future deployments will automatically supply the “Server Password” value in to the expected registry location for the CW Agent, which will allow it to sign up properly.