ACC-5005 | How to troubleshoot when an Agent Client Collector upgrade failsIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Troubleshoot the ACC-5005 error to resolve Agent Client Collector (ACC) upgrade failures caused by an unsupported host operating system. The full error name is "Agent's host operating system does not support auto-upgrade," and its description is "The agent OS is currently not supported." The error is generated by the ACC Framework during the InstanceVerification stage of an upgrade sequence, before any check is dispatched to the agent. When ACC-5005 is logged, the upgrade for that agent stops immediately and the failed upgrade attempts counter for the agent is incremented by one. This article lists what to check on the instance to identify why an agent's OS is not being recognized as supported, and how to correct the most common causes. Facts<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Supported operating systems for ACC auto-upgrade (minimum agent version 2.7.0 for all): Linux Red HatLinux CentOSLinux OracleLinux AlmaLinux RockyLinux CentOS StreamLinux UbuntuLinux DebianGNU/LinuxWindows (any variant — matched on the substring "Windows")macOS (matched on "macos" or "mac os", case-insensitive) How the OS value is resolved during upgrade: The upgrade routine reads the agent record from the sn_agent_cmdb_ci_agent table.It follows the agent_extended_info.cmdb_ci reference to the host configuration item (CI) on the cmdb_ci_computer table.It reads the OS field on that CI.The value is normalized. Anything containing "Windows" becomes "Windows", and anything containing "macos" or "mac os" becomes "macOS". All other values are compared as-is against the supported list.If the resulting OS string is not present in the supported list, ACC-5005 is raised. Where the error appears: On the agent record, under ACC error messages tagged with process Agent Upgrade.In the agent upgrade history (sn_agent_upgrade_history table) for the affected sequence, at the InstanceVerification stage with state Failed. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } All Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } The Value OS field differs from the expected value in the prechecks. The OS value could have been updated by a different discovery source. Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Instructions Work through the checks in order. Each step targets a distinct cause of ACC-5005. Step 1: Confirm the error code and the affected agent Go to the agent record on the sn_agent_cmdb_ci_agent table.Open the related ACC Error messages and confirm the code is ACC-5005.Note the agent sys_id and the agent_id value. These are referenced in the upgrade history and logs. Step 2: Check the host CI reference On the agent record, open the related Agent Extended Info record.Verify that the cmdb_ci field is populated and points to a valid cmdb_ci_computer record.If the reference is empty or points to a non-computer class CI, the upgrade routine cannot read an OS value and the agent fails validation. Repair the CMDB relationship before you retry the upgrade. Step 3: Inspect the OS value on the host CI Open the cmdb_ci_computer record referenced by the agent.Inspect the OS field (column name os).Compare the value against the supported list in the Facts section. Common OS field values that trigger ACC-5005: The OS field is empty or null.The OS is a distribution that is not in the supported list. For example, SUSE Linux Enterprise Server, Amazon Linux, AIX, Solaris, or FreeBSD.The OS value contains unexpected characters or extra qualifiers that prevent an exact match. For example, a value like "RHEL 8" instead of "Linux Red Hat". Step 4: Confirm that the OS is one ACC supports If the host OS genuinely is not in the supported list, ACC-5005 is expected and the agent cannot be auto-upgraded by the framework. In that case: Plan a manual upgrade for that host by using the platform installer appropriate for the OS, if one exists.If no installer exists for that OS, the agent on that host must remain at its current version until support for that OS is added to the framework. Step 5: Correct an incorrect or stale OS classification If the host OS is supported but the CI record shows a value that does not match the supported list: Identify why the CI's OS field is incorrect. Common sources are: Discovery has not yet run, or the most recent run did not classify the host correctly.The CI was created manually with a free-text OS value.The CI was imported and the OS field was not mapped to a normalized value. Re-run Discovery against the host, or update the OS field on the CI to a value that matches the supported list exactly. For example, use "Linux Ubuntu" rather than "Ubuntu Server 22.04".After the CI is corrected, retry the agent upgrade. Step 6: Retry the upgrade and verify the result From the agent record, trigger an upgrade for that single agent.Open the related Agent Upgrade History records and confirm that a new sequence starts.Confirm that the InstanceVerification stage moves to Success instead of Failed.Watch the subsequent AgentVerification and Upgrade stages for any further errors. Step 7: Clear the failed attempts counter if the retry limit was reached The failed_upgrade_attempts counter on the sn_agent_ci_extended_info table increments on every ACC-5005 occurrence. If it reaches the value set by the sn_agent.auto_upgrade.retry_limit property (default 3), the scheduled auto-upgrade job skips the agent and ACC-5017 ("Agent reached max upgrade retry limit") also appears on the record. After you fix the OS classification: Trigger a manual upgrade from the UI. The manual path bypasses the retry-limit filter.On successful upgrade, the framework resets failed_upgrade_attempts to 0 and the agent resumes being eligible for auto-upgrade. Related Links<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Agent Client Collector (ACC) error codes and troubleshooting