Log Analytics Workspace Connection Status stuck at Connecting and Disconnecting

Question

Log Analytics Workspace Connection Status stuck at Connecting and Disconnecting

Daniel Gunawan 6

Seems to be not very common issue.

As per the screenshot below, the VMs were previously showing 'Connecting' in the Portal for about 2 days before I removed MMA from the top VM to see how it would deal with that.

Now it is showing ;Disconnecting' and has been like that for the last 3 or so hours.

Note that logs are actually flowing through as expected, checking the installation logs in the machine themselves show that MMAs had been successfully installed, and for the top VM it is now showing it's been uninstalled.

I thought I'll ask the question here first before raising a Support ticket with Microsoft.

Unfortunately the 'Connect' or 'Disconnect' buttons at the top of this screen are greyed out when it is showing 'Connecting' or 'Disconnecting'

Any help will be much appreciated

AnuragSingh-MSFT 13,076 Reputation points

2022-11-22T04:57:18.43+00:00

@Daniel Gunawan , Following up to check if the answer below from Stan helped. Please let us know if you have any questions.

Please 'Accept as answer' and ‘Upvote’ if it helped so that it can help others in the community looking for help on similar topics.
Daniel Gunawan 6 Reputation points

2022-11-22T05:03:35.333+00:00

While the suggestions are good, I have looked into any possibilities that might make the Azure Portal showing incorrect information before posting here. Including checking in the VM themselves that the agents have been correctly installed (they have) as well as Sentinel for logs collection (they are collected).

I'm looking for an explanation why the Azure Portal is not reflecting the true state of the infrastructure.
AnuragSingh-MSFT 13,076 Reputation points

2022-11-24T10:27:44.747+00:00

@Daniel Gunawan , thank you for the reply. I looked into reported issues for this and there are some common trends for this behavior, mainly

1. Using a legacy/old version of Microsoft Monitoring Agent (also known as log analytics agent)
2. VM in turned off state

As you have already tried, one of the common ways to troubleshoot is to disconnect. In case these options are grayed you can also use Remove-AzVMExtension, which should refresh the state on the portal after successful removal.

If the causes here do not fall under the categories mentioned above, it will require investigation from backend platforms. I would suggest reaching out to Azure Support so that it can be investigated 1:1.

Hope this helps. Please let me know if you have any questions.
Daniel Gunawan 6 Reputation points

2022-11-28T19:19:26.503+00:00

@AnuragSingh-MSFT , thanks

I followed this process to install the agent, which could well be installing old MMA
https://learn.microsoft.com/en-us/azure/azure-monitor/agents/data-collection-rule-azure-monitor-agent?tabs=portal#create-data-collection-rule-and-association

I have successfully removed the agent on one of the VMs which changed the status from 'Connecting' to 'Disconnecting'. I went into the VM itself and confirmed that the removal was successful and done.

Unfortunately, the status is still showing 'Disconnecting' ......
AnuragSingh-MSFT 13,076 Reputation points

2022-11-29T05:37:38.097+00:00

@Daniel Gunawan , I am sorry for the inconvenience. The Data Collection Rule (DCR) as mentioned in the link in your reply, would install AMA (Azure Monitor Agent) which is the latest agent for Azure Monitor. It should not install MMA (the legacy agent).

Due to the nature of the issue, I feel that troubleshooting it 1:1 would be the best way to find the cause. Please use this link to submit an Azure Support request so that one of our support engineers can get back you to investigate the reason for perpetual "connecting/disconnecting" state.

Please let me know if you need help opening a support ticket. Thank you.
Daniel Gunawan 6 Reputation points

2022-11-29T18:10:20.347+00:00

Ah yes, AMA, MMA - they all have 3 letters of the same kind ....

We are already planning to raise a ticket in the very near future. Thanks for your help, @AnuragSingh-MSFT

AnuragSingh-MSFT 13,076 Reputation points

2022-11-22T04:57:18.43+00:00

@Daniel Gunawan , Following up to check if the answer below from Stan helped. Please let us know if you have any questions.

Please 'Accept as answer' and ‘Upvote’ if it helped so that it can help others in the community looking for help on similar topics.
Daniel Gunawan 6 Reputation points

2022-11-22T05:03:35.333+00:00

While the suggestions are good, I have looked into any possibilities that might make the Azure Portal showing incorrect information before posting here. Including checking in the VM themselves that the agents have been correctly installed (they have) as well as Sentinel for logs collection (they are collected).

I'm looking for an explanation why the Azure Portal is not reflecting the true state of the infrastructure.
AnuragSingh-MSFT 13,076 Reputation points

2022-11-24T10:27:44.747+00:00

@Daniel Gunawan , thank you for the reply. I looked into reported issues for this and there are some common trends for this behavior, mainly

1. Using a legacy/old version of Microsoft Monitoring Agent (also known as log analytics agent)
2. VM in turned off state

As you have already tried, one of the common ways to troubleshoot is to disconnect. In case these options are grayed you can also use Remove-AzVMExtension, which should refresh the state on the portal after successful removal.

If the causes here do not fall under the categories mentioned above, it will require investigation from backend platforms. I would suggest reaching out to Azure Support so that it can be investigated 1:1.

Hope this helps. Please let me know if you have any questions.
Daniel Gunawan 6 Reputation points

2022-11-28T19:19:26.503+00:00

@AnuragSingh-MSFT , thanks

I followed this process to install the agent, which could well be installing old MMA
https://learn.microsoft.com/en-us/azure/azure-monitor/agents/data-collection-rule-azure-monitor-agent?tabs=portal#create-data-collection-rule-and-association

I have successfully removed the agent on one of the VMs which changed the status from 'Connecting' to 'Disconnecting'. I went into the VM itself and confirmed that the removal was successful and done.

Unfortunately, the status is still showing 'Disconnecting' ......
AnuragSingh-MSFT 13,076 Reputation points

2022-11-29T05:37:38.097+00:00

@Daniel Gunawan , I am sorry for the inconvenience. The Data Collection Rule (DCR) as mentioned in the link in your reply, would install AMA (Azure Monitor Agent) which is the latest agent for Azure Monitor. It should not install MMA (the legacy agent).

Due to the nature of the issue, I feel that troubleshooting it 1:1 would be the best way to find the cause. Please use this link to submit an Azure Support request so that one of our support engineers can get back you to investigate the reason for perpetual "connecting/disconnecting" state.

Please let me know if you need help opening a support ticket. Thank you.
Daniel Gunawan 6 Reputation points

2022-11-29T18:10:20.347+00:00

Ah yes, AMA, MMA - they all have 3 letters of the same kind ....

We are already planning to raise a ticket in the very near future. Thanks for your help, @AnuragSingh-MSFT

Answer 1

Stanislav Zhelyazkov 16,001 MVP

Hi,
You will need to troubleshoot this on your own. Official guide is located here. Reasons for this could be different - agent cannot connect, you have already another agent installed and connected to another workspace, etc. What I would suggest you though to use Azure Monitor agent as Log Analytics agent will be deprecated at some point in the future.

Please "Accept the answer" if the information helped you. This will help us and others in the community as well.

Anthony AARON 0 Reputation points

2023-05-04T15:55:43.7766667+00:00

This is not a solution for people facing this issue on VM using MMA in order to use Update Management, since Azure Monitor agent is not compatible with Update Management.
Which is currently an issue im facing.

Log Analytics Workspace Connection Status stuck at Connecting and Disconnecting

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