Agents Not Appearing in Dashboard After Installation
This article addresses the issue of CYRISMA agents failing to appear in the dashboard after installation. The problem is often related to connectivity issues caused by endpoint protection software blocking outgoing requests to CYRISMA's backend.
Written by Liam Downward
Updated at November 25th, 2024
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Table of Contents
Symptoms
- The CYRISMA agent installation completes successfully.
- The agent does not appear in the CYRISMA dashboard.
- Logs show errors such as:
Agent to Instance Pairing FAILURE! Unable to connect to the remote server.Root Cause
This issue occurs when endpoint protection software or security tools block outgoing HTTPS requests or PowerShell executions required during the agent installation process.
Resolution
Step 1: Review Installation Logs
Locate the CYRISMA agent logs at:C:\CYRISMA_Agent\logs\
Search for error messages like:
Agent to Instance Pairing FAILURE! Unable to connect to the remote server.If this message appears, proceed to Step 2.
Step 2: Check Endpoint Protection Settings
Verify Firewall and Antivirus Rules:
Ensure the following URLs are whitelisted:
https://msp.cyrisma.com- Your CYRISMA instance URL (e.g.,
https://cc50e9c7.cyrisma.com)
Inspect Blocked Outgoing Connections:
Some endpoint protection tools may block PowerShell executions or HTTPS requests during the installation process.
- Look for alerts or logs in your security software indicating blocks on outbound requests to CYRISMA's domains.
Adjust Policies:
- Allow PowerShell executions related to CYRISMA.
- Permit outgoing HTTPS requests to the URLs listed above.
Step 3: Retry Installation
- After adjusting endpoint protection settings, re-install the agent.
- Verify connectivity during installation by reviewing the logs again to ensure no pairing failures.
Frequently Asked Questions (FAQs)
Q: What if the agent still does not appear in the dashboard after whitelisting?
Double-check your endpoint protection configurations and confirm that all blocking rules have been removed.
Q: Where can I find detailed guidance on configuring endpoint protection?
Refer to our detailed guide here:
CYRISMA CyBroker Sensor Preparation and Setup
Q: Can I confirm connectivity manually?
Yes, use the following steps to test connectivity:
- Open a browser on the agent machine.
- Access
https://msp.cyrisma.comand your instance URL. If accessible, the connection is functional.
Additional Assistance
If the issue persists, please contact CYRISMA Support at support@cyrisma.com or +1 585-620-2496. Provide the following details:
- Logs from
C:\CYRISMA_Agent\logs\. - A description of the steps you’ve already taken.