Entrust Datacard

Entrust Certificate Services Support Knowledge Base

Last Modified: 2017-08-16 14:13:01.0

Why do I get the error while after installing Discovery "The Discovery-Agent service failed to start"?

Article Number: 46402

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Problem:
 After installing Discovery, why do I get the error  "The Discovery-Agent service failed to start"

Problem details:

When installing Discovery Agent or Manager on a fresh install of Windows, the installation completes successfully but the Discovery service fails to start. Nothing is logged by the Tomcat or Discovery. In the windows event viewer you see the following errors:

“The LoadLibrary function failed for the following reason: The specified module could not be found.”

“Could not load the Java Virtual Machine.”

“The Discovery-Agent service failed to start.”

Cause:
The reason this occurs is because when Discovery is installed, the file msvcr71.dll cannot be found in the following locations:

C:\PROGRA~1\Entrust\DISCOV~1\bin

C:\WINDOWS\system32

C:\WINDOWS

C:\PROGRA~1\Entrust\DISCOV~1

C:\WINDOWS\System32\Wbem\

The Discovery installer writes msvcr71.dll to C:\Program Files\Entrust\Discovery-Manager\jre\bin.

Solution:
Copy the msvcr71.dll file to the other directories specified above, and Discovery services should start up.

If you have any questions or concerns please contact the Entrust Certificate Services Support department for further assistance: 

Hours of Operation: 
Sunday 8:00 PM ET to Friday 8:00 PM ET 
North America (toll free): 1-866-267-9297 
Outside North America: 1-613-270-2680 (or see the list below) 
NOTE: Smart Phone users may use the 1-800 numbers shown in the table below.
Otherwise, it is very important that international callers dial the UITF format exactly as indicated. Do not dial an extra "1" before the "800" or your call will not be accepted as an UITF toll free call. 

CountryNumber
Australia0011 - 800-3687-7863
1-800-767-513
Austria00 - 800-3687-7863
Belgium00 - 800-3687-7863
Denmark00 - 800-3687-7863
Finland990 - 800-3687-7863 (Telecom Finland)
00 - 800-3687-7863 (Finnet)
France00 - 800-3687-7863
Germany00 - 800-3687-7863
Hong Kong001 - 800-3687-7863 (Voice)
002 - 800-3687-7863 (Fax)
Ireland00 - 800-3687-7863
Israel014 - 800-3687-7863
Italy00 - 800-3687-7863
Japan001 - 800-3687-7863 (KDD)
004 - 800-3687-7863 (ITJ)
0061 - 800-3687-7863 (IDC)
Korea001 - 800-3687-7863 (Korea Telecom)
002 - 800-3687-7863 (Dacom)
Malaysia00 - 800-3687-7863
Netherlands00 - 800-3687-7863
New Zealand00 - 800-3687-7863
0800-4413101
Norway00 - 800-3687-7863
Singapore001 - 800-3687-7863
Spain00 - 800-3687-7863
Sweden00 - 800-3687-7863 (Telia)
00 - 800-3687-7863 (Tele2)
Switzerland00 - 800-3687-7863
Taiwan00 - 800-3687-7863
United Kingdom00 - 800-3687-7863
0800 121 6078
+44 (0) 118 953 3088

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