Troubleshooting relay agents

An agent's status is shown in SquaredUp Settings > Relay Agents as a green tick, amber exclamation mark, red cross or gray question mark. Hovering over the status will show information about the last connection.

If the agent status is not green:

  1. Check that the agent service is running (for Windows agents this is in Services on the server running the agent).
  2. Check that the API key is correct. In SquaredUp you can see the last 4 digits of the API key in Settings > Relay Agents and compare this with what's in the appsettings.json file in the agent folder /agent/transient/logs. If necessary, you can edit the agent and click Regenerate API Key to get a new key, then copy that into the appsettings.json file.

    Look at the Properties of the SquaredUp Cloud Agent service:

    1. On the server running the agent, open Services
    2. Scroll down to the SquaredUp Cloud Agent in the list
    3. Right-click on the SquaredUp Cloud Agent service and then Properties
      Here you can see the Service name, Display name and Path to the agent folder.
    4. The Log On tab shows you which account the service is logging on with. (Needed for the SCOM and CSV plugins)
    5. You can also start or stop the service from the General tab.

  3. Check the agent logs for any connectivity errors. Support may ask you to change the LogLevel from Information to Debug in the appsettings.json file.
  4. Check SquaredUp for any reported outages: https://squaredup.statuspage.io/

For more information see Relay Agents.

Was this article helpful?

Have more questions or facing an issue?
Submit a ticket