Agent diagnostics

Agent Offline

Symptom: Agent shows Offline status in the agent list.

Check:

• Is there internet access on the agent server
• Is outgoing port 443 (HTTPS) open
• Are Agent ID and Agent Secret correctly specified in the configuration
• Is the agent service running (check service status)
• Is the agent version up-to-date (compare with the version in Pulse interface)

Devices not found

Symptom: Agent is Online but devices are not discovered.

Check:

• Is at least one Scan Task enabled
• Are IP ranges correctly specified for scanning
• Are device IP addresses reachable from the agent server (ping)
• Are Unlock Configs added for devices with non-standard passwords
• Are the devices supported (see the list of supported models)
• Is the scanning interval too long

Intermittent Offline

Symptom: Agent periodically goes Offline and comes back.

Check:

• Internet connection stability
• Is the agent server overloaded (CPU, RAM)
• Are there enough server resources for the number of devices
• Is the Offline timeout (5 minutes) being exceeded due to slow scanning

Auto-update not working

Symptom: Agent version is not updating automatically.

Check:

• Is there access to HashCore update server
• Are there write permissions in the agent directory
• Try updating manually — download the latest version from Pulse interface

Agent diagnostic report

If the issue persists, create a diagnostic report:

1. Go to Agents section
2. Click ⋯ next to the agent
3. Select Diagnostic report
4. Confirm creation
5. Report appears in Activity Center
6. Download the file and send to support