The information in this Article applies to:
Microsoft Windows Operating System (All versions)
Kaseya Agent (All versions)
Kaseya Server (All Versions)

Problem

A Kaseya Agent does not check into a hosted Kaseya Server.

Troubleshooting

On the Virtual System Administrator Console\Agent Tab, select Machine Accounts from the left-hand navigation bar. Note the last check-in time. If an Agent has not checked in within its last configured check-in time, it will be noted in red text or by an icon (see figure 1).

If a few Agents are not checking in, then the most likely cause is that the user's machine is offline or they have exited the Kaseya Agent application. If all Agents are not checking in verify that #2, #3, and #4 in Step 2 below.

Figure 1

Has checked in within the last check-in period.
Has not checked in within the last check-in period.
Never checked in

Step 2.

Verify the following:

1. The Kaseya Agent(s) are running and your machine(s) can ping the Kaseya Server IP address or fully qualified host name.

2. The Kaseya Service is running on your hosted Kaseya Server.

3. The Microsoft SQL Server is running your hosted Kaseya Server.

4. Verify that your Virtual System Administrator license code has not expired.

If the all the above are true, please verify the following:

1. It's possible that your Kaseya Agents cannot resolve your Kaseya Server's IP address or fully qualified host name. Troubleshoot using TCP/IP troubleshooting techniques.

2. It's possible that your Kaseya Agents cannot route to your Kaseya Server's IP address or fully qualified host name. Troubleshoot using TCP/IP troubleshooting techniques.

3. It's possible that your Kaseya Agents are not properly configured. At the Agent machine, right-click on the Kaseya Agent icon, located in the Taskbar. Select Set Account then verify that the username, password and IP address/fully qualified host name match your server settings (located on the Agent/Create page.

4. It's possible that your customer's firewall is blocking port 5721's (default) outbound connections. Verify settings with your network administrator.

5. It's possible that your firewall is blocking port 5721's (default) inbound connections. Verify firewall settings with your network administrator.


Legacy Forum Name: Article 10001: The Kaseya Agent is not checking in. How do I troubleshoot?,
Legacy Posted By Username: jimalves