ACC - How To Troubleshoot Check Execution - Support and Troubleshooting

ACC - How To Troubleshoot Check Execution Summary .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: ; } } This article describes different methods to troubleshoot Agent Client Collector check execution issues. Depending on the level of troubleshooting required, you can use: Agent Level Debug — for ACC service check execution issues Script Level Debug — for troubleshooting plugin specific behavior Additional Debug Statements — for deep code-level troubleshooting

Agent Level Debug:

From the instance, you can enable debug mode on the agent using Set Log Level related link on the agent record. This debug mode is helpful in troubleshooting ACC service behavior, plugin execution, and general check execution issues. Perform the Test Check on the agent for the desired check (for example Enhanced Discovery ) post enabling the debug mode. Click on Grab agent log to fetch the logs from the agent after check execution completion. The above action should redirect to ECC Queue table which should generate output and input records. Open the ECC Queue input record and download the payload.txt file to review the agent logs for any issues.

Script Level Debug:

The ruby script files shipped with the ACC plugins contains logging statements which can be useful in troubleshooting specific check execution issues. The scheduled check execution's input or Test check input do not print those log statements. To print those debug logging statements, you need to execute the check in debug mode.

You can follow the below steps to execute a check in debug mode:

1. On the agent record, click on Test check and select the check you want to debug (for example, Enhanced Discovery ) and click on OK

2. The above step will create an ECC Queue output record with Topic=MonitoringProbe, Source=on_demand_request

3. Find that output record using the below filter:

Created on Last 15 minutes AND Topic=MonitoringProbe AND Source=on_demand_request AND Payload contains 4. Open the output record and add the parameter --log_level=DEBUG to the check command as shown below:

Before adding the debug parameter:

"check":{"command":"endpoint_discovery.rb --compact --select=data_collection,enhanced_inventory,file_systems,network_adapters,tcp_connections,storage_devices,running_processes,local_users,intel_ema,memory_modules","name":"Enhanced Discovery" After adding the debug parameter:

"check":{"command":"endpoint_discovery.rb --compact --select=data_collection,enhanced_inventory,file_systems,network_adapters,tcp_connections,storage_devices,running_processes,local_users,intel_ema,memory_modules --log_level=DEBUG","name":"Enhanced Discovery" 5. Click on Run Again in the Related Link on the ECC Queue output record (you don't have to save the output record after making the change)

6. A new ECC Queue output record should be created and processed and an input record should be received.

7. You can find the ECC Queue input using the same filter:

Created on Last 15 minutes AND Topic=MonitoringProbe AND Source=on_demand_request AND Payload contains 8. The output field in the ECC Queue input payload received should now contain the debug logs as shown below:

D, [2026-08-17T19:45:09.819106 #1568] DEBUG -- : Endpoint discovery script started with modules I, [2026-08-17T19:45:09.819348 #1568] INFO -- : Running user selected scripts I, [2026-08-17T19:45:09.819431 #1568] INFO -- : Running module: data_collection D, [2026-08-17T19:45:09.819504 #1568] DEBUG -- : Building command to execute script : data_collection.rb D, [2026-08-17T19:45:09.819655 #1568] DEBUG -- : parent cache directory: C:/ProgramData/ServiceNow/agent-client-collector/cache D, [2026-08-17T19:45:09.820034 #1568] DEBUG -- : Platform : Windows D, [2026-08-17T19:45:10.085027 #5224] DEBUG -- : Getting script full path for common_utils.rb D, [2026-08-17T19:45:10.427843 #5224] DEBUG -- : Data collection script started With the above logs, you should be able to narrow down the issue to find the root cause or direct your troubleshooting to a specific ruby script file or a method.

Additional Debug Statements:

If the default provided log statements in the script files are not sufficient to troubleshoot the issue, you can customize the ruby script files to add additional log statements to troubleshoot specific methods using the below steps:

1. For customizing the script files to add additional log statements, we need to disable the plugin signature verification on the agent to prevent our script file changes from getting overridden with the default script from the instance.

2. On the agent host machine, navigate to the path C:\ProgramData\ServiceNow\agent-client-collector\config and edit the acc.yml file using notepad.

3. Search for the property verify-plugin-signature and uncomment it by removing the # and set the value to false as shown below (if the property does not exist, add it and set the value to false): verify-plugin-signature: false

Warning: Disabling plugin signature verification should only be done temporarily for troubleshooting purposes. Leaving this setting disabled may allow modified plugin files to be executed by the agent.

4. Save the acc.yml file and restart the Agent Client Collector service.

5. For example, if we are troubleshooting the issue of missing object_id of the server with the Enhanced Discovery check execution and I want to add more log statements to identify the root cause.

6. Upon reviewing the debug logs fetched using Script Level Debug method I have narrowed down the issue to specific ruby script file cloud.rb located at C:\ProgramData\ServiceNow\agent-client-collector\cache\acc-visibility-modules\bin folder on the agent host machine.

7. Edit the cloud.rb file using notepad or any code editor: in this specific case, I want to add debug statements in the method get_cloud_info.

8. You can add the debug statements as needed for troubleshooting (sample log statement is shown below but within the script file itself you can find similar log statements):

logger.debug ' ' + 9. Save the script file and run Test Check from the instance and the ECC Queue input returned should have the log statements that you have added to the script files.

10. After troubleshooting is complete, always restore signature verification and remove any custom code changes:

i) In acc.yml file, set the property verify-plugin-signature to true or comment it using # as the default value of the property is true, save the file and restart the Agent Client Collector service. ii) On the agent record on the instance, click on Clear ACC Plugins related link which will delete the files from C:\ProgramData\ServiceNow\agent-client-collector\cache\ directory and the default files will be downloaded from the instance upon next scheduled check execution.