Issue

When setting up provisioning, agents do not appear in the "Agents Waiting Provisioning" section, even though the devices have been deployed.

Root Cause

This issue is typically caused by a time synchronization error on the device. If the system time is off by more than 5 minutes from the standard time, the agent may fail to authenticate and appear in the provisioning queue.

Steps to Troubleshoot

Verify System Logs

• Navigate to the logs directory: C:\CYRISMA_Agent\logs\.
• Check the log files for errors. Specifically, look for an entry like:

Check System Time

• Confirm that the system time on the affected device is accurate.
• Ensure that the time is synchronized with an NTP (Network Time Protocol) server.

Correct the Time

• If the system time is off by more than 5 minutes, update the time to match the standard time.
• Use the following steps (for Windows):
  • Right-click the clock in the taskbar and select Adjust date/time.
  • Toggle on Set time automatically.
  • If required, manually sync with an NTP server by clicking Sync now.

Re-Verify

• After correcting the time, restart the CYRISMA agent.
• Check if the agents now appear in the "Agents Waiting Provisioning" area.

Additional Notes

• If the issue persists, ensure that no endpoint protection or firewall settings are blocking the agent’s outgoing requests.
• If further assistance is needed, contact CYRISMA Support and provide updated log files for review.

Resolution

In this specific case, the issue was resolved by correcting the system time, which was off by 5 minutes. If the problem recurs, the Technical Manager was notified to monitor time synchronization on the devices.