Agent Troubleshooting Tool
What is the Agent Troubleshooting Tool
DEX Manager Plus uses agent-server communication, where agents installed on endpoints check in with the Central Server every 90 minutes by default. They also contact the server during startup and login events. The Agent Troubleshooting Tool empowers end-users to resolve agent communication issues independently, minimizing the need for IT administrator intervention.
Understanding the Need for Agent Troubleshooting
Agent connectivity issues may arise from network problems or service interruptions. These are visible to IT admins under the Scope of Management view, where offline agents are flagged. End-users can also check agent status via the tray icon. The Troubleshooting Tool provides a step-by-step analysis and generates a report highlighting the detected issues and recommended fixes.
How to Troubleshoot the DEX Manager Plus Agent
Windows
The troubleshooting tool is available on the device where the DEX Manager Plus agent is installed. It can be launched from the agent tray icon or directly from ManageEngine\UEMS_Agent\bin\agent_troubleshooting_tool.exe.
Steps:
- Click the Troubleshoot option from the agent tray icon.
- Click Start Troubleshooting to begin diagnostics.
- The tool checks primary network and service-level issues.
Diagnostic Components:
| Component | Description |
|---|---|
| Agent Binaries | Validates extraction of core agent components. |
| Agent Identity | Displays OS details, UUID, install date, and potential imaging conflicts. |
| Agent Service | Shows service status; links to relevant KBs if errors exist. |
| Antivirus | Lists detected antivirus software and their GUIDs. |
| Active Directory | Validates domain and group association. Failure here may affect domain-based operations. |
| Distribution Server | Checks agent-to-DS connectivity. Visible only if agent is DS-managed. |
| Notification Server | Monitors on-demand operation connectivity. Idle connection needed for full functionality. |
| Central Server | Validates ping and port availability to DEX Manager Plus server or cloud endpoints. |
| WMI | Verifies WMI accessibility, critical for Helpdesk integration and device properties. |
Note: Clicking on each component reveals detailed logs and guidance. The tool runs once every 24 hours unless re-triggered manually using Scan Again.
Troubleshooting Summary
Provides complete system and agent status, including version, firewall state, and overall connectivity. Logs are accessible under View Logs with component-wise segregation.
Export: Share logs with support by using the Export feature for unresolved issues.
Additional Troubleshooting Steps
To verify port connectivity:
telnet <Server Address> <Port>
A blank screen indicates successful connection.
To test server accessibility:
- Attempt to open the product console from a browser.
- If blocked, inspect firewall or network restrictions.
To check file downloads:
https://<Server_Address>:<Server_Port>/client-data/ns-status-details.xml
If the XML file loads, connectivity is successful.
Next Steps
- Review diagnostic output from each component.
- Use the Export option to collect all logs and send to support if necessary.
- Cross-reference detected issues with KB articles.
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