Agent doesn't connect to the dashboard

The first test you can do after you plug in the agent is to check the interface activity LEDs next to the RJ-45 interface. If the green and yellow LEDs are not blinking then that means that the agent is not connected to a network. If the LEDs are blinking then keep reading.

1) Agent outbound port is blocked

All agents need outbound port 20018 open to be able to connect to the dashboard. If for some reason (e.g. firewall rules) this port is blocked then, the agent won't be able to connect to the dashboard. 

To test if there if the port is open and there is a route from the agent to the dashboard connect a laptop to the same port that the agent is connected and do the following:

Windows:

Open a command window by clicking the start button and typing "cmd" on the search window. On the command prompt type the following command 

telnet <host address> 20018

If you don't see any response, then there something blocking the agent from connecting to the dashboard on port 20018. Most likely you need to take a look at your firewall configurations and allow outbound access to 20018.

(If typing telnet you get the message that it is not recognized as a command read this article on how to enable telnet on your laptop)

Linux/Unix:

In you have telnet, hping3, or nc installed, then on a console try one of the following commands

telnet <host address> 20018

hping3 -S -p 20018 <host address>

nc <host address> 20018

If you don't see any response, then there something blocking the agent from connecting to the dashboard on port 20018. Most likely you need to take a look at your firewall configurations and allow outbound access to 20018.

If there is a response and the agent doesn't connect then contact support at support@netbeez.net or at 1-844-NETBEEZ.

 

2) Agent doesn't boot

This issue is more common with the FastE Raspberry Pi based agents, and is caused either by the SD card not seating properly in the SD slot or a corrupted SD card.

The agent has an red LED that indicates the power supply, and a green LED that indicates the booting process (see image below)

Correct booting process:

  1. Plug the agent in to a power source - the red and green LEDs turn on 
  2. Within a second, the green LED starts flickering, which signals the correct booting process
  3. If you have a cable plugged in to the Ethernet port you should see the activity LEDs flickering within 5-10 seconds
  4. After approximately 30 seconds, the booting is complete and the green LED stays mostly turned off

Additional check: if you have an HDMI monitor, you can connect it to the agent and should be able to view the booting sequence on the screen.

Failed booting process:


If the SD card is not seated properly or is corrupted once you power the agent up you should see both the red and green LEDs staying solid.

Fix:

  1. Remove the power
  2. Eject and reinsert the SD card (to eject, push the SD card in and release)
  3. Power up the agent
  4. Look for the correct booting sequence described above
  5. If the green LED remains solid repeat steps 1-4 above twice
  6. If the green LED remains solid contact support@netbeez.net for an RMA

3) Agent has the wrong static IP configured

All agent come preconfigured with DHCP. So, you need to connect them to a DHCP enabled network. After you do that, and the agent connects to the dashboard, you can change their IP settings to static. If you configure an agent with a static IP and you move it to an incompatible network segment, then the agent won't be able to connect to the network and consequently to the dashboard.

To revert an agent to DHCP you can do it from the NetBeez dashboard as long as the agent is connected to it. If it is not connected, you can reset the agent manually by plugging in a USB thumb drive for 20 seconds to any USB port of the agent. You can read more details at the article "Reset agent to DHCP."

If this doesn't fix the problem then contact support at support@netbeez.net or at 1-844-NETBEEZ.

 

4) You don't have the appropriate license file
 
Check your license file by clicking the NetBeez Settings gear icon in the upper right corner and then the License tab.
 
Check if you are licensed for the agent you trying to connect to your dashboard. For example, if you are licensed for three virtual agents and you already have three virtual agents connected, then any additional virtual agents trying to connect to your dashboard will be rejected.
 
If you would like to replace a virtual agent with a new one, you must delete an existing virtual agent and then spin up the new virtual agent. For instructions for deleting an agent, please see the following article:
 
Agent Configuration - Delete Agent

 

README 

  • If you are able to ssh or console to the agent, please send to support@netbeez.net the last 100 lines of the agent log file with the following command:

              tail -n 100 /var/log/netbeez/*agent*.log

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