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Re-activate the agent on Workload Security.

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In this scenario, the agent may fail to start up after the upgrade and may appear as offline in Workload Security.

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Fix the upgrade issue on Solaris 11Ī problem may occur if you previously installed version 9.0 of the agent on Solaris 11, and then upgraded the agent software to 11.0 directly without first installing 9.0.0-5616 or a later 9.0 agent. Either create a firewall policy with a force allow, or in the computer or policy settings, in the Advanced Network Engine area, enable Force Allow ICMP type3 code4 (see Computer and policy editor settings). You can force allow this traffic in Workload Security. If this traffic is blocked, connectivity between agents and the manager may be interrupted.

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In the AWS cloud, routers require ICMP type 3 code 4. For an Azure VM instance, see Microsoft's Azure documentation on modifying a Network Security Group.

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For an AWS EC2 instance, see Amazon's documentation on Amazon EC2 Security Groups for Linux Instances or Amazon EC2 Security Groups for Windows Instances. Verify both network and host-based firewalls, such as Windows Firewall and Linux iptables. If telnet fails, trace the route to discover which point on the network is interrupting connectivity.Īdjust firewall policies, routes, NAT port forwarding, or all three to correct the problem. Telnet to required port numbers on the manager to verify that a route exists, and the port is open: Allow outbound ports (agent-initiated heartbeat) If the computer uses DHCP, in the computer or policy settings, in the Advanced Network Engine area, you might need to enable Force Allow DHCP DNS (see Computer and policy editor settings).

If a name such as cannot be resolved into its IP address, communication will fail, even though correct routes and firewall policies exist for the IP address. If the test fails, verify that the agent is using the correct DNS proxy or server (internal domain names can't be resolved by a public DNS server such as Google or your ISP). If agents connect to Workload Security via its domain name or hostname, not its IP address, test the DNS resolution: Sudo svcs -l svc:/application/ds_agent:default Verify DNS Look for the service named ds_agent, such as:

On Solaris, open a terminal and enter the command for a process listing.

Look for the service named ds_agent or ds-agent, such as:

On Linux, open a terminal and enter the command for a process listing.

On Windows, open the Microsoft Windows Services Console (services.msc) or Task Manager.

On the computer with the agent, verify that the agent service is running.

To troubleshoot the error, verify that the agent is running, and then that it can communicate with Workload Security (the manager). If you are using manager-initiated or bi-directional communication, and are having communication issues, we strongly recommend that you change to agent-initiated activation (see Activate and protect agents using agent-initiated activation and communication). On AWS EC2, ICMP traffic is required, but is blocked.

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Rule update is not yet complete, temporarily interrupting connectivity.

The agent's system time is incorrect (required by SSL/TLS connections).

Workload Security, the agent, or both are under very high system resource load.

DNS was down, or could not resolve the Workload Security hostname.

Amazon WorkSpace computer is being powered off, and the heartbeat interval is fast, for example, one minute in this case, wait until the WorkSpace is fully powered off, and at that point, the status should change from 'Offline' to 'VM Stopped'.

Guest Wi-Fi, for example, often restricts open ports, and has NAT when traffic goes across the Internet. This can occur if roaming endpoints (such as a laptop) cannot connect to Workload Security at their current location.

Computer has left the context of the private network.

Bi-directional communication is enabled, but only one direction is allowed or reliable.

See Activation Failed - Blocked port for troubleshooting tips.

Outbound (ephemeral) ports were blocked accidentally.

Firewall, IPS rules, or security groups block the heartbeat port number.

In the policy editor, go to Settings > General > Number of Heartbeats that can be missed before an alert is raised and change the setting to "Unlimited". If you are using Workload Security to protect computers that sometimes get shut down, make sure the policy assigned to those computers does not raise an alert when there is a missed heartbeat.

The agent is installed on a workstation or other computer that has been shut down.

The status change can also appear in alerts and events.

A computer status of "Offline" or "Managed (Offline)" means that Workload Security hasn't communicated with the agent's instance for some time and has exceeded the missed heartbeat threshold.