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How do I resolve the Windows Analytics Agent Service start-up error "Analytics Agent service terminated unexpectedly"?

Symptoms:
Windows Analytics Agent service fails to start. However if you start the agent from command line it starts fine

Event viewer shows the event:
ERROR:
The AppDynamics Analytics Agent service terminated unexpectedly. It has done this 1 time(s).
DETAIL:
- System
- Provider
[ Name] Service Control Manager
[ Guid] {555908d1-a6d7-4695-8e1e-26931d2012f4}
[ EventSourceName] Service Control Manager
- EventID 7034

The sc command - sc query "AppDynamics Analytics Agent"
SERVICE_NAME: AppDynamics Analytics Agent
TYPE : 10 WIN32_OWN_PROCESS
STATE : 1 STOPPED
WIN32_EXIT_CODE : 1067 (0x42b)
SERVICE_EXIT_CODE : 0 (0x0)
CHECKPOINT : 0x0
WAIT_HINT : 0x0

The agent logs does not log anything.

Debugging Steps:
The analytics agent starting activities can be captured in the exe4j logs. To enable this log set a system environment variable "EXE4J_LOG" and set the value to "yes"

After this is set, try to start the service again. This will generate the startup activity logs in c:\windows\temp directory with the file name prefix "i4j_nlog_*"

eg.
Trying c:\program files (x86)\java\jre1.8.0_60\bin\hotspot\jvm.dll (exists 0)
Trying c:\program files (x86)\java\jre1.8.0_60\bin\client\jvm.dll (exists 1)
Failed with error code 193
Trying c:\program files (x86)\java\jre1.8.0_60\bin\server\jvm.dll (exists 0)
Trying c:\program files (x86)\java\jre1.8.0_60\bin\classic\jvm.dll (exists 0)
Trying c:\program files (x86)\java\jre1.8.0_60\bin\jrockit\jvm.dll (exists 0)
.....
ERROR: Could not get DLL-Handle.
ERROR: Could not load functions

The above log statements are seen when a 32 bit JRE is used with the analytics agent on a 64 bit machine

Version history
Revision #:
6 of 6
Last update:
‎11-27-2018 04:51 PM
Updated by:
 
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