Troubleshooting Agent v1 Issues

Most of the time, Agent v1 connection issues are caused by one of the following things:

  • Firewalls or other restrictions on the remote server that require a connection from to be allowed
  • Incorrect configuration of the Agent
  • System that the Agent is installed on is offline or powered off


Check the network firewall configuration at the site hosting the Agent and that all firewall configuration steps described in this article have been followed correctly.


Check that the Agent's configuration file has no typos or syntax errors. The file must contain valid JSON syntax, where all values are enclosed in double-quotes.

The most common JSON syntax error is using Windows slashes instead of Linux slashes in folder paths. When setting the root value, use Linux slashes (preferred: C:/path/to/folder) or use double Windows slashes (valid "escaped" alternative: C:\\path\\to\\folder).

Agent Offline

Ensure that the system that the Agent is installed on is powered on and online. When the system is down or offline then you may see the following effects:

Remote Mount Issues

If the system, and Agent, cannot be reached then any Remote Mount folders will not be accessible and cannot be interacted with by users or Automations.

Remote Sync Issues

If the system, and Agent, cannot be reached then any Remote Sync will fail until the Agent is accessible again. Once the Agent is accessible again, subsequent syncs will then resume and succeed.

Troubleshooting Steps

Always run the Agent manually first, to check functionality and connectivity, prior to installing it as a system service. If the Agent works when run manually, but does not when run as a system service, then compare the permissions between the account that was used to manually run the agent and system service account.

Check the Agent status, as shown in the Remote Server entry for your Agent. When the Agent sends a heartbeat back to then this status will change from "Waiting for connection..." to "Connected." The "Connected" status confirms that the Agent has been able to "call home" but does not confirm that will be able to connect back to the Agent through your firewall. Make sure that your firewall has been configured to allow connections to the Agent from

When the Agent is shut down normally, such as by using CTRL+C when running the Agent manually or by shutting down or rebooting the system when the Agent is running as a system Service, the Agent status will change back to "Waiting for connection...". However, if the Agent is terminated due to a system crash or outage then the Agent status will remain as "Connected." as the Agent was terminated before it could "call home" and update its status.

Version 1 of the Agent is built into version 2.1, through version 2.12.47, of the cross-platform Command Line Interface (CLI) App. Other versions of the CLI App do not contain the Agent. Make sure that you downloaded the last version of the CLI App (version 2.12.47) that contained version 1 of the Agent.

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