Support for VM agent extensions in Microsoft Azure


This article discusses support policy for the VM agent for Microsoft Azure Virtual Machines and for VM agent extensions on infrastructure as a service (IaaS) for Microsoft Azure.

Microsoft Support for VM agent extensions is limited to first-party extensions that are developed and published directly by Microsoft.
Support is available to customers who purchased a valid Azure support plan.

Support for third-party VM agent extensions is provided directly by the vendor.

Current agents support matrix

VM agent extensionReferenceMicrosoft Support policyLink for support
DSCAzure PowerShell DSC (Desired State Configuration) extensionSupported by Microsoft
MSEnterpriseApplicationSystem Center Role Authoring ExtensionSupported by Microsoft
BGInfoBackground Info extensionSupported by Microsoft
VMAccessagentVM Extension to enable Remote Desktop and password resetSupported by Microsoft
ChefclientChef software agent Supported by Chef software
PuppetEnterpriseAgentPuppetLabs agentSupported by PuppetLabs
Symantec Endpoint ProtectionSymantec antivirusSupported by Symantec
Trend Micro Deep Security AgentTrend Micro antivirusSupported by Trend Micro

More Information

Understanding the difference between the VM agent and VM extensions helps troubleshoot problems by isolating the location of the problem.

The VM agent lets you start, run, and monitor a VM extension that will perform specific tasks in the virtual machine (VM).

The VM agent has to be running for the agent to run extensions.

How do I know whether the problem is with the agent or with extensions?

The VM agent consists of three services that must be running:
  • RDAgent
  • Windows Azure Guest Agent
  • Microsoft Azure Telemetry Service
Make sure that these three services are running, and then check the extensions installation and startup.

Steps to verify the installation/startup error for the extensions:

When the agent is running, it will log a summary of extensions operations. This summary includes the following:
  • Enable
  • Install
  • Start
  • Disable
You can find the summary log at the following location:

To determine which extension is failing, open the log, and then look for the word "error" in the log.

An example of an error in starting the VMAccess extension is as follows:

[00000019] [04/08/2014 23:25:06.83] [INFO] plugin (name: Microsoft.Compute.VMAccessAgent, version: 1.0.3) enabled successfully., Code: 0
[00000028] [04/08/2014 23:25:07.80] [INFO] Successfully installed plugin Microsoft.Compute.BGInfo 1.1.
[00000028] [04/08/2014 23:25:07.80] [INFO] plugin (name: Microsoft.Compute.BGInfo, version: 1.1) enabled successfully. Code: 0
[00000003] [04/08/2014 23:27:04.11] [ERROR] Install command of Microsoft.Compute.VMAccessAgent has not exited on time! Killing it...

Use the table that is mentioned in the "Summary" section to request support for the extension that is failing.

Article ID: 2965986 - Last Review: 4 Sep 2015 - Revision: 1