Telnet to required port numbers on the manager to verify that a route exists, and the port is open: Allow outbound ports (agent-initiated heartbeat) If the computer uses DHCP, in the computer or policy settings, in the Advanced Network Engine area, you might need to enable Force Allow DHCP DNS (see Computer and policy editor settings). If a name such as cannot be resolved into its IP address, communication will fail, even though correct routes and firewall policies exist for the IP address. If the test fails, verify that the agent is using the correct DNS proxy or server (internal domain names can't be resolved by a public DNS server such as Google or your ISP). If agents connect to Workload Security via its domain name or hostname, not its IP address, test the DNS resolution: Sudo svcs -l svc:/application/ds_agent:default Verify DNS Look for the service named ds_agent, such as: On Solaris, open a terminal and enter the command for a process listing. ![]() Look for the service named ds_agent or ds-agent, such as: On Linux, open a terminal and enter the command for a process listing.On Windows, open the Microsoft Windows Services Console (services.msc) or Task Manager.On the computer with the agent, verify that the agent service is running. To troubleshoot the error, verify that the agent is running, and then that it can communicate with Workload Security (the manager). ![]() If you are using manager-initiated or bi-directional communication, and are having communication issues, we strongly recommend that you change to agent-initiated activation (see Activate and protect agents using agent-initiated activation and communication). On AWS EC2, ICMP traffic is required, but is blocked. Rule update is not yet complete, temporarily interrupting connectivity. The agent's system time is incorrect (required by SSL/TLS connections). Workload Security, the agent, or both are under very high system resource load. Guest Wi-Fi, for example, often restricts open ports, and has NAT when traffic goes across the Internet.Īmazon WorkSpace computer is being powered off, and the heartbeat interval is fast, for example, one minute in this case, wait until the WorkSpace is fully powered off, and at that point, the status should change from 'Offline' to 'VM Stopped'.ĭNS was down, or could not resolve the Workload Security hostname. This can occur if roaming endpoints (such as a laptop) cannot connect to Workload Security at their current location. See Activation Failed - Blocked port for troubleshooting tips.īi-directional communication is enabled, but only one direction is allowed or reliable.Ĭomputer has left the context of the private network. Outbound (ephemeral) ports were blocked accidentally. The default values will be used instead.įirewall, IPS rules, or security groups block the heartbeat port number. Not all users can access the Heartbeat interval and the Number of Heartbeats that can be missed before an alert is raised fields and cannot change these values. In the policy editor, go to Settings > General > Number of Heartbeats that can be missed before an alert is raised and change the setting to "Unlimited". ![]() If you are using Workload Security to protect computers that sometimes get shut down, make sure the policy assigned to those computers does not raise an alert when there is a missed heartbeat.
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