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Hi, freshservice service is stopping on all our laptops. The error:

 

2025-01-28 13:51:38,679 8] DEBUG FSDiscovery.FSAgentUtil - GetUTCTime invoked
2025-01-28 13:51:38,679 8] DEBUG FSUtil.AgentConf - Inside Method :SetAgentConf
2025-01-28 13:51:38,679 8] INFO FSUtil.RegistryHandler - regValue = 3.4.0
2025-01-28 13:51:38,682 8] DEBUG FSDiscovery.FSAgentUtil - serial num diff check
2025-01-28 13:51:38,684 8] DEBUG FSDiscovery.FSAgentUtil - GetDataToPost invoked
2025-01-28 13:51:38,693 8] INFO FSUtil.RegistryHandler - regValue = 3.4.0
2025-01-28 13:51:38,904 8] ERROR FSDiscovery.ExceptionHandler - Authentication failed.
2025-01-28 13:51:38,905 8] DEBUG FSDiscovery.ExceptionHandler - Stopping the Discovery Agent service
2025-01-28 13:51:38,905 8] INFO FSUtil.ServiceUtil - Going to stop service
2025-01-28 13:51:38,906 6] DEBUG FSDiscovery.FSAgentService - onstop invoked
 

Is the service up?

Hi, freshservice service is stopping on all our laptops. The error:

 

2025-01-28 13:51:38,679 78] DEBUG FSDiscovery.FSAgentUtil - GetUTCTime invoked
2025-01-28 13:51:38,679 78] DEBUG FSUtil.AgentConf - Inside Method :SetAgentConf
2025-01-28 13:51:38,679 78] INFO FSUtil.RegistryHandler - regValue = 3.4.0
2025-01-28 13:51:38,682 88] DEBUG FSDiscovery.FSAgentUtil - serial num diff check
2025-01-28 13:51:38,684 88] DEBUG FSDiscovery.FSAgentUtil - GetDataToPost invoked
2025-01-28 13:51:38,693 98] INFO FSUtil.RegistryHandler - regValue = 3.4.0
2025-01-28 13:51:38,904 08] ERROR FSDiscovery.ExceptionHandler - Authentication failed.
2025-01-28 13:51:38,905 08] DEBUG FSDiscovery.ExceptionHandler - Stopping the Discovery Agent service
2025-01-28 13:51:38,905 08] INFO FSUtil.ServiceUtil - Going to stop service
2025-01-28 13:51:38,906 06] DEBUG FSDiscovery.FSAgentService - onstop invoked
 

Is the service up?

Experiencing the same issue. Have you found a solution to this yet?

Hi

Greetings, 
 

Thanks for sharing the logs.

Based on the error:

ERROR FSDiscovery.ExceptionHandler - Authentication failed. DEBUG FSDiscovery.ExceptionHandler - Stopping the Discovery Agent service

It looks like the Freshservice Discovery Agent is stopping due to an authentication failure.

From our experience, this can happen due to:

  • An expired or invalid API key used during setup

  • The agent being removed/deregistered from the Freshservice portal

  • Network or proxy-related blocks (ensure the agent can reach Freshservice endpoints)

  • Incorrect system time causing sync/auth issues

We'd recommend checking if the key is still valid, verifying network connectivity, and re-registering the agent using the latest installer or via FSAgentCLI.exe.

If anyone else has faced this recently and found a workaround, please feel free to share! 

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