Agent Diagnostics

Agent Not Connecting (Offline Status)

Symptom: The agent is installed and running, but appears as Offline in the Pulse interface.

Check:

1. Internet Connection — The server where the agent is running must have internet access. Check the availability of pulse.hashcore.com from the command line: ping pulse.hashcore.com
2. Port 443 — The agent operates via HTTPS. Ensure that outbound traffic on port 443 is not blocked by a firewall or corporate proxy.
3. Agent ID and Agent Secret — Ensure that the correct credentials were entered without extra spaces during agent setup.
4. Agent Service — Ensure that the agent service is running:
   • Windows: Open "Services" → find HashCore Pulse Agent → status should be "Running"
   • Linux: Execute systemctl status hashcore-agent
5. Agent Version — An outdated version may not connect to an updated server. Manually update the agent if auto-update failed.

Devices Not Discovered

Symptom: The agent is Online, but the Workers list is empty or devices do not appear.

Check:

1. Scan Task Enabled — Ensure that the scan task has an Enabled status. If disabled, enable it via the context menu.
2. IP Ranges — Ensure that device IP addresses fall within the specified ranges. Check device addresses via their physical interface or router.
3. Network Accessibility — The agent must be on the same local network as the miners. Check with a ping: ping <miner-IP-address> from the server where the agent is running.
4. Unlock Configs — If devices are protected by non-standard passwords, the agent will not be able to retrieve data from them. Add credentials in the Unlock Configs tab of the scan task.
5. Supported Devices — Ensure that the device manufacturer and model are on the list of supported devices. Unknown devices are logged but not added to Workers.
6. Scan Frequency — With an interval of 30 min or 1 hour, new devices may not appear immediately. Reduce the interval for initial discovery.

Devices Periodically Go Offline

Symptom: Devices appear and disappear, or regularly go Offline without apparent reason.

Check:

1. Network Stability — Check the quality of the connection between the agent and the devices. Unstable Wi-Fi or an overloaded switch can cause periodic loss of connection.
2. Agent Load — If the agent is serving a very large number of devices, it may not be able to poll all of them within the set interval. Reduce the number of parallel threads or add a second agent for some devices.
3. Server Resources — Check CPU and RAM usage on the server where the agent is running. If resources are insufficient, the agent will operate unstably.
4. Offline Timeout — A device goes Offline if metrics are not received for more than 5 minutes. This is normal behavior during brief network outages.

Agent Not Auto-Updating

Symptom: The agent version in the list is outdated, and auto-update is not occurring.

Check:

1. Access to Update Server — AgentUpdater contacts HashCore servers to check the version. Ensure that outbound traffic is not blocked.
2. Write Permissions — The agent service must have write permissions to the installation directory to replace executable files.
3. Manual Update — Download the current agent version from the Pulse interface (when creating a new agent or via Show Credentials) and install it over the existing one.

Agent Diagnostic Report

If you cannot resolve the issue yourself, generate a diagnostic report and submit it to HashCore support.

1. Go to the Agents section.
2. Click ⋯ next to the problematic agent → Diagnostic report
3. Wait for the operation to complete in the Activity Center.
4. Download the archive (available for 2 hours).
5. Attach the file to your support request.

The report contains connection logs, scan statistics, and technical information about the agent's operation — this significantly speeds up diagnosis by support.