Troubleshooting
Agent Shows Offline: Step-by-Step Diagnosis
Work through each stage from installed to healthy to find why a server agent shows as offline.
Start with the connection: roughly 90% of agent failures never get past the Connected stage, usually because of firewall or proxy egress, credentials, or network reachability.
The Six Stages
An agent has to pass each stage in order:
- Installed — The agent services are installed on the server.
- Connected — The agent has reached SeqOps and registered.
- Heartbeats — The agent keeps checking in.
- Data flowing — The agent sends data from the server.
- Shown in dashboard — The server's data appears in SeqOps.
- Healthy — The agent keeps reporting normally.
Find the first stage that isn't working and use its table below.
1. Installed
| Symptom | Likely cause | What to do |
|---|---|---|
| The services are missing | The install step didn't complete | Re-run the install step from the SeqOps Agent Installation Guide. |
| The services are installed but stopped | A service failed to start | On Windows, check Seqops Server Agent and Seqops Updater Service in Services. On Linux, run systemctl status serveragent and systemctl status edr-updater. Review the local service logs. |
2. Connected
| Symptom | Likely cause | What to do |
|---|---|---|
| The provisioning helper can't reach SeqOps | Firewall or proxy blocks outbound HTTPS | Allow outbound HTTPS to sepi.seqops.io — port 443 for Linux, 8443 for Windows provisioning. See Running the Agent Behind a Proxy or Firewall. |
| The provisioning helper is rejected | The credential set has expired or was already used | Each credential set is valid for roughly 7 days and works once. Contact support if you need a new set for this server. |
| The provisioning helper is rejected | A value was copied incorrectly | Check the Server ID, Tenant ID, and Registration Token against View API Secrets. |
| The connection fails intermittently | Network reachability | Test the connection from the server with curl on Linux or Test-NetConnection on Windows. |
3. Heartbeats
| Symptom | Likely cause | What to do |
|---|---|---|
| The agent connected once, then went offline | Outbound access changed, or the service stopped | Re-check the firewall and proxy, then check that both services are still running. |
4. Data Flowing and 5. Shown in Dashboard
| Symptom | Likely cause | What to do |
|---|---|---|
| Connected, but no data yet | The first sync hasn't finished | Data appears within 6–24 hours of installation. Wait for the full window before troubleshooting further. |
| No data after 24 hours | Something is blocking data after registration | Contact support with the details listed below. |
6. Healthy
| Symptom | Likely cause | What to do |
|---|---|---|
| The agent flips between online and offline | An unstable network path or a service that keeps restarting | Check network stability to sepi.seqops.io and review the local service logs. |
Open a Support Ticket
If you've worked through every stage and the agent is still offline, contact support@seqops.io or use the Contact Us page. Include:
- •The server name and operating system
- •The stage where it fails
- •The exact error message
- •When it went offline, and any recent changes to the server or network
troubleshootingagentofflineconnectivitydiagnosis