# Endpoint Central MSP Agent Troubleshooting Tool Last Updated On: 16 Jun 2026 19 minutes read --- Endpoint Central MSP 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 MSP allows end-users to troubleshoot agents and restore connection without requesting IT administrators to intervene. 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 MSP 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 monitor icon), administrators can remotely connect to those endpoints and troubleshoot. Likewise, end-users can check the status of their agent via the tray icon. Whenever the agent icon is down, they can access this tool and troubleshoot. Once completed, the tool provides a detailed report on 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 MSP 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-management-msp/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 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 MSP Server Connection Status - WMI Connection Status - RDS Connectivity > **Note** > Clicking each component displays detailed status information. Use **Scan Again** to fetch the current connection status. #### How do I act on the results? Click the component showing a warning or error. This expands detailed status and links directly to the KB article for that 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 whether the agent service is running. If a warning or error appears, linked KB articles are available for resolution. > **Note** > The ManageEngine UEMS - Remote Control service remains stopped and runs only during a remote connection. Only ManageEngine UEMS - Agent service and ManageEngine Unified Endpoint Security - Agent run regularly. - **Agent Identity:** Displays machine name, OS name, last boot time, OS install date, identifying number, and UUID. Errors may occur if the machine was imaged and not fully recovered. - **Agent Binaries:** Verifies successful extraction of agent binaries during installation and upgrades. - **WMI Connection Status:** Checks Windows Management Instrumentation access. Failures can prevent helpdesk requests and UUID-related functions. - **Active Directory Connection Status:** Displays domain and group details. Failure prevents domain-related patches and configurations. - **Antivirus:** Lists installed antivirus software and associated GUIDs. - **Endpoint Central MSP Server Connection:** Displays ping and port connection status with server addresses. Errors include reconnection steps in linked KB articles. For **Endpoint Central MSP Cloud**, the tool displays agent connections via cloud addresses. Cloud does not include a Notification Server component. - **Distribution Server:** Verifies agent-to-Distribution Server connectivity via ping and port checks. > **Note** > The Distribution Server component appears only if agents are managed under a Distribution Server. ![Distribution Server Status in Troubleshooting Tool](https://cdn.manageengine.com/sites/meweb/images/desktop-management-msp/help/device-onboarding/agent-ts-2.webp) - **Notification Server Connection:** Manages on-demand actions such as remote connections and patch deployments. Requires a 10-minute idle connection for live updates. ![Notification Server Connection Status](https://cdn.manageengine.com/sites/meweb/images/desktop-management-msp/help/device-onboarding/agent-ts-3.webp) - **RDS Connectivity:** Verifies the agent can establish Remote Desktop Service sessions. #### Troubleshooting Summary Provides system details, agent version, installation location, firewall configuration, and component connection status. ![Troubleshooting Summary](https://cdn.manageengine.com/sites/meweb/images/desktop-management-msp/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**, organized by component. Log files location: ``` C:\Program Files (x86)\ManageEngine\UEMS_Agent\logs\ ``` ![View Logs in Troubleshooting Tool](https://cdn.manageengine.com/sites/meweb/images/desktop-management-msp/help/device-onboarding/agent-ts-5.webp) If issues persist, click **Export** to generate a report and share it with ManageEngine Support. ![Export Troubleshooting Report](https://cdn.manageengine.com/sites/meweb/images/desktop-management-msp/help/device-onboarding/agent-ts-6.webp) > **Tip** > Export the troubleshooting report before contacting support to speed up diagnosis. --- ### 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 v2203+, the default agent directory is `/usr/local/manageengine/uems_agent/`. > On older installations, it may be `/usr/local/desktopcentralagent/`. ![Linux Troubleshooting Tool](https://cdn.manageengine.com/sites/meweb/images/desktop-management-msp/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 agent and respective patch vendor **Service and Process Details:** - Service status: ``` systemctl status uems-agent ``` - Process status: ``` ps aux | grep uems ``` #### Where are the agent logs on Linux? Log location: ``` /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 in the menu bar and select **Tray Icon > Troubleshoot > Run troubleshooting tool**. ![mac agent in agent tray icon](https://cdn.manageengine.com/sites/meweb/images/desktop-management-msp/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-management-msp/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-management-msp/help/device-onboarding/macagent-ts3.webp) > **Note** > Running the tool without options executes all checks (network, service, info). #### What does the tool check on macOS? **Server connectivity details:** - Connection status with Endpoint Central MSP server - Connection status with Distribution Server (if applicable) - On-demand functionality validation **Service and Process Details:** - Verifies required services are running - 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 location: ``` /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 for 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: ### To check if necessary ports are open Run in Command Prompt: ``` telnet ``` A blank screen indicates a successful connection. The same applies to Agent–Distribution Server checks. ### To check data transfer Open the Endpoint Central MSP server console in a browser from the agent machine. If it fails to load, a firewall or network restriction may be 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 downloadable, the connection is successful.