How to find PCs where the agent is offline and bring it back
List PCs where the agent went quiet, read why, save the list and fix a blocked agent.
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How to do it
Open RMM, then Devices, and open the Status select on the bar.
Pick Agent offline, PC on. It lists PCs where our agent went quiet but the PC is running. Pick Agent offline to add the PCs we cannot tell about.
Read the dot on each row.
A red dot means the agent is offline and the PC is on. A grey dot means we cannot tell. A PC counts as on when a linked tool heard from it more than 5 minutes after our agent did. That holds unless the tool has not synced in 2 hours.
Hover the dot to read why.
The hover can say that an update did not complete. If it says Windows refused to start it, the PC would not run the new agent. Only agents 1.8.3 and later can report this.
Let the agent through your security tools.
Read the guide How to allow the GoTenix agent through your firewall and security software in RMM. Then start the GoTenixAgent service again on that PC.
Save the list.
Press the Export CSV icon on the bar. The file saves to your computer. Nothing is sent to anyone.
Narrow the list when it is long.
Search and Client stay on the bar. The rest is behind the Filters button. A small number on the button says how many filters are set. Each one also shows under the bar with an X to take it off.
What you will have
- List the PCs where the agent is offline.
- Tell a PC that is on from one you cannot tell about.
- Read why the agent went quiet.
- Fix an agent that was blocked.
- Save the list as a CSV file.
Why it works this way: How to find PCs where the agent is offline and bring it back
The agent can go quiet while the PC is still on. A PC that is on with no agent is a gap. It needs a list of its own.
The agent only connects out, over HTTPS on port 443. It needs no inbound rule.
If it did not work: How to find PCs where the agent is offline and bring it back
- A PC shows a grey dot: we cannot tell if it is on. It may be switched off. Check it later.
- The agent stays offline after you allow it. Start the GoTenixAgent service again. Read the hover to see why.
- The hover says Windows refused to start it: allow the agent's publisher in your security tools, as the guide in step 4 says. Then start the agent again.
Questions this page answers
How do I get a list of PCs where our agent is offline?
Pick Agent offline, PC on or Agent offline in the Status select on RMM, Devices. A red dot means the agent is offline and the PC is on.
What does Windows refused to start it mean on an offline agent?
The PC would not run the new agent. Allow the agent's publisher in your security tools. Then start the agent again.
What do our firewall and security tools need to allow for the agent?
Outbound HTTPS on port 443 only. Allow the agent by publisher or folder, not by one file hash, and keep it out of TLS inspection.
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