Device Not Appearing
This document helps troubleshoot cases where an installer appears to run successfully, but the device does not show up on the Dashboard after several minutes. In most situations, this is caused by the agent not running correctly on the device or the device being unable to communicate with the management platform.
After installation, devices typically appear on the Dashboard within a few minutes. If that does not happen, the steps below can help identify the cause.
Allow a Few Minutes for Initial Check-In
After an installer completes, the agent performs an initial registration and check-in process.
In some cases, this can take a few minutes, especially on slower systems or immediately after a reboot. Before troubleshooting further, wait several minutes and refresh the Dashboard.
Confirm the Agent Is Running
If the device does not appear after several minutes, confirm that the management agent is running on the device.
On most systems, the agent runs as a background service. If the agent failed to start or was stopped by the operating system or security software, the device will not be able to register.
Restarting the device can often resolve issues where the agent did not fully initialize during installation.
Check Internet Connectivity
Devices must be able to communicate with the management platform over the Internet to appear on the Dashboard.
Ensure that the device has a working Internet connection and is not restricted to a captive portal or limited network environment.
Verify Required Network Ports
The agent communicates using standard web ports.
Outbound access on ports 80 and 443 must be allowed. If these ports are blocked by a firewall, proxy, or network security device, the agent will not be able to check in.
This is commonly seen on tightly restricted corporate networks or newly provisioned servers with default firewall rules.
Firewall and Security Software
Local firewall rules or endpoint security software can sometimes block newly installed services from communicating.
Temporarily reviewing firewall logs or security alerts on the device can help determine whether the agent is being blocked.
Verify the Correct Installer Was Used
Ensure that the installer used matches the device’s operating system, distribution type, and architecture.
If an incorrect installer was used, the installation may appear to succeed but fail to run properly afterward.
When to Take the Next Step
If the agent is running, network connectivity is available, and required ports are open, but the device still does not appear, additional investigation may be required.
At that point, collecting details such as the device’s operating system, network environment, and any error messages can help support identify the issue more quickly.