# Endpoint Central Agent Troubleshooting Tool **Last Updated On**: 16 Jun 2026 **19 minutes read** --- Endpoint Central works on the principle of agent-server communication, where the agents residing on end-user machines contact the central server once every 90 minutes as per the agent refresh policy. In addition, the agents contact the central server during device startup and user login instances. The Agent Troubleshooting Tool supported by Endpoint Central allows end-users to troubleshoot agents and restore connection rather than requesting their IT administrators to look into the issue. Once the troubleshooting process completes, the tool generates a detailed report showing what failed and the recommended fix. > **Who can use Agent Troubleshooting Tool?** > End-users can initiate it themselves via the agent tray icon. IT administrators can also run it remotely by connecting to the endpoint. ## Understanding the need for troubleshooting agents The Endpoint Central agent might go down due to network-level issues or issues that break the agent service. IT administrators can view the live status of managed agents under the Scope of Management view. When an agent is marked "down" (indicated with a red color monitor icon), administrators can remotely connect to those endpoints and troubleshoot. Likewise, end-users can check the status of their agent by accessing the tray icon. Whenever the agent icon is down, end-users can access this tool and troubleshoot their agent. Once the troubleshooting process is done, the tool provides a detailed report on the agent communication issues and the fix. ## How do I run the Agent Troubleshooting Tool? ### Windows Two methods are available on Windows — via the tray icon (recommended for end-users) or directly via the file path (for remote or command-line use). #### Method 1 — Agent Tray Icon - Locate the Endpoint Central agent icon in the Windows system tray (bottom-right taskbar). - Right-click the icon and select **Agent Troubleshoot > Troubleshoot**. - A new window opens. Click **Start Troubleshooting** to begin the diagnostic scan. - View the results. Click any component for detailed status and linked KB articles. #### Method 2 — Command Line / Direct File Path Navigate to the agent installation directory and run the executable directly. **Example** If you have installed the agent in the C drive, the file path would be: ``` C:\Program Files (x86)\ManageEngine\UEMS_Agent\bin\agent_troubleshooting_tool.exe ``` If you run the troubleshooting tool, the output will appear like this: ![Agent Troubleshooting tool powered by Endpoint Central](https://cdn.manageengine.com/sites/meweb/images/desktop-central/help/device-onboarding/agent-troubleshooting-tool-image.webp) > **Note** > - The troubleshooting tool scans once every 24 hours and caches the result. To fetch a fresh scan, click **Scan Again** inside the tool. > - The above image consists of an agent that is directly managed by the central server (OP) without a distribution server. #### What does the tool check — and how do I read the output? The troubleshooting action diagnoses primary network-level issues and displays the results graphically. Each component shows one of three states: - **Pass** (healthy) - **Warning** (potential issue — click for details) - **Error** (failed — click for the KB article with resolution steps) Components checked: - Agent Binaries - Agent Identity - Agent Service - Antivirus - Active Directory Connection Status - Distribution Server Connection Status - Notification Server Connection Status - Endpoint Central Server Connection Status - WMI Connection Status - RDS Connectivity > **Note** > When you click on each component, it displays detailed information about its status. Clicking **Scan Again** fetches the current connection status. #### How do I act on the results? Click the component showing a warning or error. This expands the detailed status and links directly to the KB article for that specific issue. Follow the KB steps to resolve it, then click **Scan Again** to confirm the component is healthy. If the issue persists, use **Export** to package all diagnostic data and contact ManageEngine Support. #### Components in detail - **Agent Service:** Displays the status of the Agent service, showing if it is running. If a warning or error appears, clicking the service provides access to attached KB articles. > **Note** > The ManageEngine UEMS - Remote Control service remains stopped and operates only during a remote connection. Only ManageEngine UEMS - Agent service and ManageEngine Unified Endpoint Security - Agent run regularly. - **Agent Identity:** Displays agent machine name, OS name, last bootup time, OS install date, identifying number, and UUID. An error appears if the agent machine was imaged from another machine and has not fully recovered. - **Agent Binaries:** Verifies successful extraction of agent binaries during installation and upgrade. - **WMI Connection Status:** Checks Windows Management Instrumentation connectivity. Failure hampers Helpdesk requests and UUID-related functions. - **Active Directory Connection Status:** Displays domain and group details. If the connection fails, domain-related patches and configurations will not occur. - **Antivirus:** Lists installed antivirus software and associated GUIDs. - **Endpoint Central Server Connection:** Displays connection status between agent and server, automatically checking ping and port connectivity. For **Endpoint Central Cloud**, the tool displays the agent's connection through cloud addresses. As Cloud does not have a Notification Server component, all refresh and on-demand functions occur via cloud addresses. - **Distribution Server:** Verifies agent-to-distribution server connectivity. > **Note** > The Distribution Server component is listed only if agents are managed under it. If not visible, the agent communicates directly with the Central Server. ![Distribution Server Status in Troubleshooting Tool](https://cdn.manageengine.com/sites/meweb/images/desktop-central/help/device-onboarding/agent-ts-2.webp) - **Notification Server Connection:** Manages on-demand actions executed by on-premise agents. ![Notification Server Connection Status](https://cdn.manageengine.com/sites/meweb/images/desktop-central/help/device-onboarding/agent-ts-3.webp) - **RDS Connectivity:** Verifies whether the agent can establish Remote Desktop Service (RDS) sessions with the server. #### Troubleshooting Summary Provides detailed system details, agent version, installed location, firewall configurations, and connection status of all components. ![Troubleshooting Summary](https://cdn.manageengine.com/sites/meweb/images/desktop-central/help/device-onboarding/agent-ts-4.webp) #### Where are the agent logs — and how do I share them with support? Agent logs are accessible via **View Logs**, categorized by component. Log files are stored at: ``` C:\Program Files (x86)\ManageEngine\UEMS_Agent\logs\ ``` ![View Logs in Troubleshooting Tool](https://cdn.manageengine.com/sites/meweb/images/desktop-central/help/device-onboarding/agent-ts-5.webp) If KB articles do not resolve the issue, click **Export** to package all troubleshooting data and share it with ManageEngine Support. ![Export Troubleshooting Report](https://cdn.manageengine.com/sites/meweb/images/desktop-central/help/device-onboarding/agent-ts-6.webp) > **Tip** > Before contacting support, export the troubleshooting report first. This allows the support team to diagnose the issue faster. --- ### Linux For version 2203 and above, the troubleshooting tool is available in the agent. 1. Navigate to `/bin`. 2. Open terminal in the same location and run: ``` sudo ./dctroubleshootingtool ``` > **Note** > On current installations (v2203+), the default agent directory is: > > ``` > /usr/local/manageengine/uems_agent/ > ``` > > On older installations: > > ``` > /usr/local/desktopcentralagent/ > ``` ![Linux Troubleshooting Tool](https://cdn.manageengine.com/sites/meweb/images/desktop-central/help/device-onboarding/linuxtttool.webp) #### What does the tool check on Linux? **Product details:** - Product code - Agent directory path - Agent version - Remote Office Name **Agent machine details:** - Machine hostname - Machine FQDN - IP address - MAC address - Resource ID - Firewall and antivirus status **Server connectivity details:** - Central server - Distribution server (if applicable) - On-demand server - Remote control server **Patch and Software Details:** - Supported patch tool (apt/yum/zypper) - Minimum 20 GB free space in agent directory **Vendor Connectivity (cloud agents only):** - Connectivity between agents and respective patch vendors **Service and Process Details:** - Service status: ``` systemctl status uems-agent ``` - Process status: ``` ps aux | grep uems ``` #### Where are the agent logs on Linux? Log files: ``` /usr/local/manageengine/uems_agent/logs/ ``` View last communication log: ``` tail -50 /usr/local/manageengine/uems_agent/logs/AgentComm.log | grep heartbeat ``` Restart agent service: ``` sudo systemctl restart uems-agent ``` --- ### macOS For version 11.4.2544.01.M and above, the troubleshooting tool is available in the macOS agent. 1. Navigate to the agent tray icon and select **Tray Icon > Troubleshoot > Run troubleshooting tool**. ![mac agent in agent tray icon](https://cdn.manageengine.com/sites/meweb/images/desktop-central/help/device-onboarding/macagent-ts2.webp) 2. Alternatively, open Terminal and run: ``` /Library/ManageEngine/UEMS_Agent/bin/troubleshoot ``` ![mac agent terminal command](https://cdn.manageengine.com/sites/meweb/images/desktop-central/help/device-onboarding/macagent-ts1.webp) 3. To view available options: ``` troubleshoot --help ``` ![mac agent troubleshooting help](https://cdn.manageengine.com/sites/meweb/images/desktop-central/help/device-onboarding/macagent-ts3.webp) > **Note** > Running the tool without options executes all checks (network, service, and info). #### What does the tool check on macOS? **Server connectivity details:** - Connection with Endpoint Central server - Connection with Distribution Server (if applicable) - On-demand functionality **Service and Process Details:** - Checks required services - Reports inactive or failed services **Agent and Server Information:** - Agent version and installation directory - Server address and communication details - MDM enrollment status and server address (if enrolled) #### Where are the agent logs — and how do I share them with support? Log files: ``` /Library/ManageEngine/UEMS_Agent/logs/ ``` Generate support dump: ``` troubleshoot --dump ``` Dump location: ``` /Library/ManageEngine/UEMS_Agent/logs/UserLogs/dumps/ ``` > **Note** > The `--dump` option generates an information dump that can be shared with ManageEngine support. --- ## How do I verify agent connectivity to the server manually? If you wish to verify the agent—server connection without running the full tool, use the following steps. ### To check if the necessary ports are open Run in Command Prompt: ``` telnet ``` - A blank screen indicates a successful connection. - The same steps apply to check the Agent–Distribution Server connection. ### To check data transfer - Open the Endpoint Central server console in a browser from the agent machine. - If the console fails to load, a firewall or network restriction is blocking communication. ### To test file downloads from the agent machine Access the following URL: ``` https://:/client-data/ns-status-details.xml ``` - If an `.xml` file is displayed and available for download, the connection is successful.