Remote Monitoring & Management Help

Connection Issues

This section covers the various factors that may affect Agent uploads to our servers and the troubleshooting measures that can be taken to identify an alleviate the problem.

If a login failure* is returned after entering the username and password - contained in the registration email - during the Agent installation the cause may be the method used to populate the fields. For example when using cut and paste additional blank space can be copied with the Agent recognizing this as an additional character, which in turn causes the verification of these credentials to fail. To alleviate this issue please enter the login manually.

Where the login failure persists - after confirming and manually entering your credentials (for example the Agent Key) - it may be a communication issue between the device and our servers.

To determine whether this is the case, the first step is to check if our servers are reachable from the machine. To achieve this, simply open Internet Explorer and navigate to the following Agent upload URLs for your territory.

If successful a blank page is returned with any other result indicative of a problem - for example a firewall is blocking the connection attempt - and it may be necessary to create an exception in the firewall, web-filtering software or even Antivirus plugin which is blocking access to the Agent upload URLs.

Where a certification problem is encountered click the padlock icon (which indicates the secured connection) and select View Certificates, Install Certificate accepting all default options.

When an error is returned, a further test to determine if the issue is related to a certification problem on the device is to check whether the URLs can be reached over HTTP and to achieve this simply replace HTTPS with HTTP in the browser.

By default the Agent connects over HTTPS, although it is possible to force HTTP communication during installation, with the facility to revert this setting post-install.

If the Agent installs successfully installs but there are problems with subsequent communication issues, the first troubleshooting step is to ensure the Agent is running under an account with enhanced privileges, for example an administrator, to allow it to upload data to the Dashboard. The steps to achieve this are covered in the section: How to change the Advanced Monitoring Agent service logon account

If the account has sufficient permissions to upload but still returns an error message, there are three further steps you can take to troubleshoot the problem:

Force the Agent to use HTTP

Check WinHTTP proxy settings

Force the Agent to use WinInet

* Please note the login failure will not apply to Site Installation Packages - Group Policy or Remote Worker - as the required credentials are bundled in the installation package, although the other troubleshooting steps are applicable.