Agent Client Collector upgrade error codes
Error codes generated during Agent Client Collector upgrades, with descriptions and resolution steps.
Upgrade errors appear in All > Agent Client Collector > ACC Errors. Filter by error codes starting with ACC-50 to see upgrade-specific issues. Additional detail is available in the Message column of the Agent Upgrade Histories table. For supported platforms, see Supported platforms for Agent Client Collector auto-upgrade.
| Error code | Description | Resolution |
|---|---|---|
| ACC-5005 | Agent operating system is not supported for auto-upgrade. | The agent can't be auto-upgraded. Manually install the new version on the agent host. For supported platforms, see Supported platforms for Agent Client Collector auto-upgrade. |
| ACC-5006 | Agent version is earlier than the minimum required for auto-upgrade \(2.7.0\). | Manually upgrade the agent to version 2.7.0 or higher, then retry. |
| ACC-5007 | Agent is not in Up status. | Wait for the agent to reconnect. If the agent remains down, investigate connectivity issues on the agent host. |
| ACC-5013 | Agent-side validation failed \(AgentVerification stage\). | Check the `acc.log` file on the agent host. Common causes include insufficient permissions, low disk space, and missing dependencies. |
| ACC-5015 | MID Server is not in Up status. | Restore the MID Server that this agent connects through, then retry the upgrade. |
| ACC-5016 | Upgrade timed out. The agent did not complete the upgrade within the allowed time. | Connect to the agent host and check whether the agent service is running. Review the upgrade log: - Linux and macOS: `{AGENT_LOG_DIR}/servicenow/agent-client-collector/upgrade.log` - Windows: `%TEMP%\ACC_Logs\ACC_Upgrade.log` If the service is running but the status did not update, restart the agent service. |
| ACC-5017 | Agent has exceeded the maximum retry limit for failed upgrades. | 1. Investigate the root cause in the agent logs. 2. After resolving the issue, open the agent record and navigate to the related Agent Extended Info record. 3. Set `failed_upgrade_attempts` to `0` and save. 4. Navigate to ACC Errors and resolve the ACC-5017 error for this agent. 5. The agent is picked up in the next scheduled upgrade run. |
| ACC-5018 | Target upgrade version is invalid. | Check the sn_agent.agent_upgrade_version property. The value must be a valid version number, for example 5.0.1. |
Parent Topic:Agent Client Collector Framework reference