Troubleshooting and Resolving ACC Errors<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #6e9db4; } a:visited { font-size: 12pt; color: #7057C7; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: block; max-width: 500px !important; width: auto; height: auto; } } Error Codes/Solutions ACC-1500: Unable to retrieve ACC plugin for check execution output: error getting assets for check: couldn't verify asset (skipped fetching certificates and retrying): Could not determine a valid CA signed certificate to verify signature, aborting Asset signature verification Root certificate is missing on the agent host. Install the root certificate on the agent host. ACC-2006: Allow-list file cannot be read correctly Verify that the appropriate allow-list is used (configured allow-list or plugin allow-list) and that the allow-list file can be read. Verify the contents of the allow-list file and that they are in JSON format. ACC-2500: Data Collection encountered an error If you see in the check output "Permission denied" with the path of the file that is being executed, check the permissions on the file. Make sure that the run-as user for the ACC service has permissions to execute the file. If you see in the check output "error granting capabilities", this is a known issue. The PRB is PRB1888049. ACC-2503: Data collection processing encountered a fatal error output: invalid byte sequence in UTF-8 (Encoding::compatabilityError) data_collection.rb:90 in get_operating_system_domainUpgrade agent version to 4.2.1 or greater. output: get_serial_number_json': undefined method empty?' for nil (NoMethodError)\\ ****Look at KB1943387 workaround. There is a fix targeted for May 2025.output: cmd_err: <internal:C:/Program Files/ServiceNow/agent-client-collector/embedded/lib/ruby/3.3.0/rubygems/core_ext/kernel_require.rb>:136:in `new': fail: OLE initialize (RuntimeError)\\n HRESULT error code:0x80070008\\n Not enough storage is available to process this commandThis is a Windows error and there are existing solutions for searching “HRESULT error code: 0x80070583” ACC-2507: Data Collection is unable to identify the CI For any generic message, the IRE rules need to be reviewed. Storage servers and other dependent CIs are not getting populatedSoftware Installations for some agents are not getting populatedstrip': invalid byte sequence in UTF-8 (Encoding::CompatibilityError)\\n\\tfrom C:/ProgramData/ServiceNow/agent-client-collector/cache/acc-f-modules/bin/data_collection.rb:90For any of these errors when processing Discovery data, apply the changes described in KB1828046. This is a known issue documented as PRB1818684 - Enhanced Discovery is not populating certain dependent table CIs, and a fix was targeted for the May 2025 release of the Agent Client Collector Visibility Content plugin. If you see intermittent serial number missing issues during server ACC discovery, upgrade the agent to versions higher than 4.2.1. Other Possible Errors/Solutions: If there is a Permission denied @ realpath_rec error,Fix permissions on the cache folder and subfiles. If there is an output with basic_inventory including os_user_name and unspecified data:The running process needs debug privilege Sedebug. If there is a fork/exec /var/cache/servicenow/agent-client-collector/acc-f-commons/bin/endpoint_discovery.rb: resource temporarily unavailable error,Fix permissions on your cache folder and subfiles If there is an error getting assets for check: couldn’t verify asset (skipped fetching certificates and retrying),The root certificate is missing, so install the root certificate on the agent host OS. If there is an error getting assets for check: database not open,There is a permissions issue. The file was already there but is unable to be overwritten. If there is a ruby: version `GLIBC_<version>' not found error,Upgrade or install libc. If there is an error getting assets for check: can't open tmp file for asset: open /tmp/sensu-asset4208503627,This means that there is no space left on device, so free up disk space.