How do I troubleshoot Device Agents not connecting?

The first time the Device Agent is installed, it can take up to 24 hours to be visible/connected in the Security Center. 

If the Device Agent is still not visible/connected after 24 hours, you must collect the log file and share it with Holm Security support.

To collect the log file, do the following:

1. Make sure the service is running.
2. Collect log files from the installation directory.
3. Share these with Holm Security Support.

Device Agent logs its actions to the main log file and software updates to a separate log file.

The logs are automatically written to the file and cleaned from it as soon as they have been shared with the collector.

The collector retains logs for a limited period to diagnose issues that can arise among several devices. Information logged includes runtime executions, status, and exceptions that could occur.

Logfiles can be tailed in case customers are required to handle logs centrally.