Agent status messages and troubleshooting

There are 6 status messages for the agent that can be displayed in OpManager:

• Clear: Agent has no issues and is communicating with OpManager normally.
• Agent not communicating: Communication between the agent and the OpManager server is not normal, and there might be issues with monitoring that device. This could happen due to a lot of reasons, click here to view the detailed troubleshooting steps.
• Agent Down: This is displayed when the OpManager Agent service has been intentionally or unintentionally stopped in the monitored device. You can simply start the service again to resume monitoring.
• Agent Crash: The agent in the monitored device has crashed for some reason. It is advised to contact our support team to get this resolved. The agent will anyway get updated automatically when updates are available, and this issue will be fixed with the update.
• Device Down: This status is displayed when the device itself has been powered off.
• Agent uninstalled: This message indicates that the agent has been uninstalled from the monitored device. You can simply reinstall the agent to resume monitoring.

What should I do if the status is displayed as "Agent Not Communicating"?

First, check if you can ping the OpManager-installed device from the agent device.

If the ping action wasn't successful, check the pointers mentioned below:

• Your firewall settings might be restricting communication from the agent to OpManager. You have to add a rule in your firewall to allow outward communication from the agent to OpManager server to fix this.
• Both devices might be in different networks. The agent device might be in a network that is different from the one OpManager is running in. Ensure that both the device and the OpManager-installed server are in the same network.
• Improper proxy configuration might also cause this issue. If you use a proxy between the agent device and OpManager, ensure that it as been properly configured. You can check the proxy details in the agent, by clicking the OpManager Agent Tray Icon and selecting 'Proxy Configuration'.

If you're able to ping the device but there is still no communication with the OpManager server:

• Check server details in the agent. Open OpManager Agent from the Tray in the agent device and click 'Server Configuration'. Check if it has the latest OpManager server details in it.
• The agent might have become non-responsive/crashed. Restart the Agent Service in the device, and then check again if OpManager is in contact with the device.

If you still need help with resolving agent-related issues, please contact our support team.