After installing the Endpoint Agent on a device, it can take time to appear on the MDR Portal's Endpoint Devices page. In order for the device to appear, your physical (or virtual) Primary network appliance must be online and operational, since the endpoint device's endpoint agent "checks-in" with the appliance, which then relays the device's status the MDR Portal.

If the endpoint device cannot communicate with the network appliance, or the appliance cannot communicate with the MDR Portal, the device will not appear until the issue has been addressed, and the appliance receive communications from the endpoint device.

If the Endpoint Devices page isn't visible in the sidebar, you may not have enabled the "Synchronize Endpoint Device Data" on the Administration section's Data Management page.

Troubleshooting Methods

Method 1: Wait for a response

The simplest thing you can do is wait for a response. It may take between 30 minutes to an hour for the endpoint agent to perform its initial scan of the device and report its findings to the appliance, and finally to the MDR Portal.

Method 2: Log into the Appliance Dashboard

You can log into the Appliance Dashboard and confirm that it can see the endpoint device. To do this you will need to:

• Access the Appliance Dashboard
• Navigate to the Endpoint Agents page
• Search for the new/missing endpoint agent.

If the device is listed, then it won't be long until the appliance transmits this information to MDR Portal.

If the device is not listed, recheck that the agent was installed correctly, and that it can communicate with the appliance. A simple device reboot may also help.

Method 3: Check the installer file and license

If you're a partner managing several clients, the Downloads page and the files available on it are unique to that client. Please ensure that the client is using the correct installer file. When downloading an installer file, ensure that the Organization Selector is set to the correct client organization. 

The hash within the license.txt file defines which client the installer file belongs to.  Should the installer for client X be installed on a device for client Y, then it's very likely that the endpoint device is reporting back to the MDR Portal under the wrong client organization.

• Can I use a different license.key after I have installed an agent?

Method 4: Check that the endpoint agent is running

In Windows, run the following command in command prompt and check that the STATE is RUNNING:

sc queryex "Covalence Endpoint Service"

If the Field Effect MDR Endpoint service is not RUNNING, try rebooting the device.

Method 5: Check that a status.json file exists

On the endpoint device, check for the existence of a status.json file, which is the main configuration file. 

If this file doesn't exist, try reinstalling the endpoint and rebooting the device.

Method 6: Check that the endpoint is communicating with the appliance

To perform this check, open the status.json file and check that "StateName" is set to "ACTIVE":

A "StateName" of "REHOME" (or anything else) means the endpoint cannot communicate with the appliance.  Ensure that endpoint has been setup with the correct Firewall rules that allow it to communicate with the appliance.