Agent Status service is in a failed or disconnected state

Last Modified

Thu Oct 03 14:07 GMT 2019

Description

  • This article describes the possible reasons why the Agent Status service is in a failed or disconnected state.

Environment

  • N-able N-central v10.0 and later

Solution

  • The Agent Status service is the heartbeat of the N-able N-central agent back to the N-able N-centralserver.
  • The N-able N-centralserver is expecting a heartbeat every 5 minutes.
  • When the N-able N-centralserver misses 2 heartbeats the service goes into a failed state for servers and a disconnected state for laptops and workstations. Possible causes for Agent Status being in a failed or disconnected state including the recommended fixes.

The Windows agent services have been manually stopped by the user

  • Fix: On the remote device check the following windows services are started:
Windows Agent Maintenance Service
Windows Agent Service

The device is offline

  • Fix: Turn the device back on. This applies to servers only. When laptops and workstations are shut down the Agent Status service goes into a Disconnected state.
  • NOTE: Laptops and Workstations with the "unscheduled downtime" option disabled will show as failed when they are offline - this should only happen if the partner manually removed the checkbox.

The device has been de-comissioned at the customer

  • Fix: Follow the steps in the following article to query Active Directory for Computers that have not logged into the Domain in over 30 days:
  1. From the All Devices View use the 'Agent Check-In Greater Than 30 Days' filter. This will show you all the devices that have stopped reporting in to N-able N-central.
  2. Delete the devices in N-able N-central that have been de-commisioned at the customer site

The device has an incorrect IP/FQDN of the N-able N-central server

  • Fix: For one device, select the device from the All Devices View:
1. Select the Settings > Local Agent tab.
2. Ensure the Server Address is correct.
3. On the remote device, open the C:\Program Files (x86)\N-able Technologies\Windows Agent\config\ServerConfig.xml file in Notepad.
4. Modify the following:
<ServerIP>central server IP or FQDN</ServerIP>
<BackupServerIP>central server IP or FQDN</BackupServerIP>
5. Save the file and restart the Windows Agent services listed above.

The device is unable to resolve the FQDN of the N-able N-centralserver

  • Fix: Ensure you are using a valid FQDN that has been propagated.
1.Ensure the device is using a valid DNS server.
2.Ensure the device can resolve the FQDN of the N-able N-centralserver.

If the above steps do not work, re-install the agent

  • To re-install the agent on a single device use the following article.
  • To re-install the agent on multiple devices within the same customer use the following article.