Q: After agent installed, it does not show in IPG Console

Q: After agent installed, it does not show in IPG Console

1. Check the System Event Log in the Console (Event Log à System Events) and view the properties of the logs to see any error code related to agent. If found, check the error code below to find out the problem, the common error codes are 50, 100, 2100 etc.

· Error code 50: unable to verify due to product ID problem i.e. the embedded product ID in agent side does not match the server one. In this case, you have to repack the agent program and reinstall it.

· Error code 100: unmatched the checkcode

· Error code 2100: Exceed the number of licenses or database operation error.

2. Verify the agent is installed and running successfully or not in the agent computer.

· In the command prompt, input the command netstat –an | find "8235" to find out whether the UDP and TCP port 8235 are opened/listened or not

· In the command prompt, input the command telnet 127.0.0.1 8235 to confirm the connection is ok

· In the command prompt, input the command telnet 192.168.0.60 8237 to confirm the connection to IP-guard server is ok (192.168.0.60 is the IP-address of the IP-guard server)

· In the command prompt, input the command netstat –an | find "8237" to discover the status of the connection from agent to the server (the result will show the connecting server's IP-address, see whether the agent is connecting to another separate IP-guard server)

3. Verify the IP-guard Server IP-address is dynamic or not. If the IP-address is dynamic, you have to input the server computer name when packing the agent. Otherwise, agent may not connect to server.

Note that if the above steps failed, please try to repack the agent program and reinstall again

4. Check any anti-virus software or firewall (also check the windows firewall setting) is installed in agent PC, make sure port 8235 is opened.

5. If the PC’s are located in different IP subnet, add the IP-address range into the Search Range section inside ToolsàOptionsàManagement Range of the Console.

6. Check ToolsàComputers… from the Console, if the license is exceeded, please delete unused agent computer.

7. Check ToolsàComputers… from the Console, is there any record in RED color in the “PC Authorization Info section” (the upper part), if yes, contact us for further checking.

8. If there is more than 1 IP-guard server in the network, please set the checkcode in the server (IP-guard service controller->Tools->Checkcode). And then re-install all agents, and reboot the agent.

After all above steps are checked but still cannot solve the problems, please contact us with the IP-guard server version and ALL results obtained from the procedures above.