Installed agent is missing in N-able N-central

Last Modified

Mon Feb 10 15:23 GMT 2020

Description

  • Sometimes, even after manually installing an agent, the device may not show up in your All Devices view in N-able N-central ; this article has tips for locating the device.

Environment

  • N-able N-central

Solution

  • There are a few possible root causes for this situation:
    • The agent cannot reach N-able N-central - if the agent cannot check in, the device may not be created.
    • Licensing is preventing the device from being imported.
    • The device has merged with another device.
    • The device needs to be imported due to default import settings.
      • This can be found under Configuration > Asset Discovery > Discovered Assets
  • If the agent cannot reach N-able N-central
    • From the device, use Internet Explorer to browse to N-able N-central .
    • If IE does not work, but other browsers do, there is likely a .NET Framework issue on the device.
    • This can most likely be resolved by repairing or updating .NET
  • If there is a licensing issue
    • Run the license usage report from the SO level. If the report shows no licenses available, you may want to delete devices or contact your sales team to purchase additional licenses
  • If the device has merged with another device
    • This may be the case if when you search for the new device in the All devices view by IP address, another device is found instead.
    • Check both devices via the Command Prompt with the command IPCONFIG.
    • There may be a MAC address in common on the devices, usually from a VPN adapter or similar software.
    • Once you locate that MAC address, you will want to exclude it from consideration in the Discovery Defaults under Administration -> Defaults -> Discovery Defaults.
    • The quickest fix here is to delete the merged device from NCentral, then manually create two devices to represent these two computers, and install the agents manually with their activation keys.
    • More detailed instructions can be found here: Devices replacing each other in N-able N-central.
  • If the device needs to be imported still
    • Check for the device under Add/Import Devices -> Discovered Assets.
    • If it is located here, and the class is set correctly, you may wish to change your discovery defaults to automatically import this device class.
    • This can be done under Administration -> Defaults -> Discovery Defaults.
    • If the device class is not set correctly, this may be due to a WMI problem on the device.
    • You may wish to try rebuilding the WMI repository - Re-sync or rebuild the WMI Repository and reinstalling the agent.