Agent registration issues
Overview
Incydr collects file activity from agents installed on devices and reports it in the Code42 console for review and investigation. However, if an agent is not successfully registered with Incydr, file activity cannot be collected. Use the information on the Agent registration issues screen to resolve problems with agent registration and resume data collection.
Agent registration issues in the Code42 console
To view agent registration issues:
- Sign in to the Code42 console.
- Select Administration > Status > Agent Registration Issues.
| Item | Description | |
|---|---|---|
| a | Export  |
Export the filtered events to a comma-separated values (CSV) file. |
| b | Filter  |
Filter the events by the criteria you select. |
| c | Filtered by | The filters that are currently applied. Click the X to remove that filter. Remove all filters to view all agent registration issues. |
| d | Attempt date |
The date registration was attempted. Typically, registration is attempted when the agent is first installed.
Only agents with registration issues in the last 30 days appear in the list. |
| e | Registration issue |
The issue preventing successful registration. For issue descriptions and solutions, see Recommended solutions below. |
| f | Hostname | |
| g | Operating system | Operating system for the device where the agent is installed. |
| h | Registration username | The username the agent is registered under. |
| i | View details  |
View details of the registration attempt. |
Export
Click Export 
to export the filtered issues and parameters to a comma-separated values (CSV) file. Any filters that are applied are shown above the agent registration issues list. Click the X on a filter to remove that filter from the exported results.
Filter
Click Filter 
to filter the issues listed in Agent registration issues. When you click Apply, issues that match all filters appear in the list.
| Item | Description | |
|---|---|---|
| a | Registration issue |
Select registration problems to search for. For issue descriptions and solutions, see Recommended solutions below. |
| b | Hostname |
Type a device hostname to add to the filter. |
| c | Registration username | Type a username to add to the filter. |
| d |
Cancel / Apply |
Click Apply to apply the selected filter criteria to the list and display only the issues that match that criteria. To return to the list without applying any filters, click Cancel. |
Registration attempt
Click View details to view details of a registration attempt.
| Item | Description | |
|---|---|---|
| a | Registration attempt |
Displays the date and issue of the registration attempt. For issue descriptions and solutions, see Recommended solutions below. |
| b | User |
Displays the username the agent is registered under. |
| c | Organization | Displays the organization, organization's registration key, and deployment policy the agent was registered under. |
| d | Device information | Displays device information, including operating system and IP address. |
Troubleshoot agent registration issues
Diagnose issues
Agents register automatically at deployment, provided no issues prevent them from registering. If any issues occur in the registration process itself, the issue appears on the Agent registration issues screen for troubleshooting.
To troubleshoot registration issues that require attention:
- Sign in to the Code42 console.
- Select Administration > Status > Agent Registration Issues.
- Click Filter to filter the list by Registration issue(s), Hostname, and Registration username.
- Select an issue in the list to view details about the unsuccessful registration attempt.
- Steps to resolve the issues with the agent registration vary, depending on the issue. See Recommended solutions below for complete information about registration issues and steps to resolve them.
Recommended solutions
The following issues can appear on the Agent registration issues screen in the Code42 console. Complete the recommended steps to correct the issue.
Blocked organization
The organization the agent was deployed to as set by the deployment policy is blocked. Unblock the organization and redeploy agents. Alternatively, change the user's organization to one that is unblocked, and redeploy agents.
Deactivated organization
The organization the agent was deployed to as set by the deployment policy is deactivated. Reactivate the organization and redeploy agents. Alternatively, change the user to an organization that is activated, and redeploy agents.
Deployment secret not found
The deployment secret for the policy used to deploy the agent is not recognized. Check the deployment secret used to deploy the agent. If needed, generate a new deployment secret and redeploy agents.
Expired deployment secret
The deployment secret for the policy used to deploy the agent is expired. Extend the expired deployment secret and redeploy agents.
No username
The username associated with the agent is not found in Incydr. Adjust the user detection script in the deployment policy to correctly acquire usernames from a source (such as a directory service) and redeploy agents.
Registration key not found
The registration key for an organization is not found. Ensure your user licenses are up-to-date. Once licensing is corrected, and organizations have active registration keys, redeploy agents.
Unknown cause
The cause for the registration issue is undetermined. Examine the organization, deployment policy, user, and device associated with the issue shown on the Registration attempt screen to determine a cause.
User provisioned with registration
The user was not provisioned from a provisioning provider before registration was attempted. Reconfigure provisioning to run again, then redeploy agents.
Username requires email format
The username does not have email format. All users in Incydr must have their username in email format. Adjust the user detection script in the deployment policy to correctly acquire usernames from a source (such as a directory service) and place them into email format, and redeploy agents.
Username taken
The username associated with the agent is already in use. Update the username to be unique.