No Agent Installed Remediation Instruction

Step 1: Firstly, please check if the agent is installed on the device.

On Windows device, o pen Windows Start menu, search for MetaAccess.

images/download/attachments/31845680/image2018-5-1_7-27-41.png

On macOS devices, go to Finder > Applications, look for OPSWAT Gears

images/download/attachments/31845680/image2018-5-1_8-38-17.png

Step 2: If system can not find the agent, then go back to the previous remediation page and click DOWNLOAD button to get the an MetaAccess agent installer and install it.

Step 3: If agent is installed but you are still receiving error as no agent installed, it can be one of the following reasons:

Case

Solution

The device has not enabled loopback for the application you are using to authenticate

Try to exempt the application which you are using to authenticate from the loopback restrictions by running the below commands

Microsoft Edge: CheckNetIsolation LoopbackExempt -a -n=" <AppContainer or Package Family> "

For example:

  • Microsoft Edge: CheckNetIsolation LoopbackExempt -a -n="Microsoft.MicrosoftEdge_8wekyb3d8bbwe"

  • Microsoft Work or school account​ Windows App: CheckNetIsolation LoopbackExempt -a -n=microsoft.aad.brokerplugin_cw5n1h2txyewy

Note: to disable it, you can run the below commands

Microsoft Edge: CheckNetIsolation LoopbackExempt -d -n=" <AppContainer or Package Family> "

For example:

  • CheckNetIsolation LoopbackExempt -d -n="Microsoft.MicrosoftEdge_8wekyb3d8bbwe"

  • CheckNetIsolation.exe LoopbackExempt -d -n=microsoft.aad.brokerplugin_cw5n1h2txyewy

Agent is reporting to a different account

Uninstall the agent on the device and install a new version from the remediation page

Agent doesn't support

Uninstall the agent on the device and install a new version from the remediation page

MetaAccess agent couldn't connect to the cloud

Follow our KB to white-list MetaAccess server addresses

Device is leveraging a proxy service for network traffic

Add exception for the MetaAccess domain eapi.opswatgears.com to make sure traffic to the agent doesn't go through the proxy

images/download/attachments/31845680/image2018-5-14_15-34-42.png

DNS service can not resolve MetaAccess local domain

  • Go to Command Line tool (on Windows)/Terminal (on macOS)

  • type nslookup eapi.opswatgears.com

  • if the domain is not resolved as 127.0.0.1, please check with your IT administrator to fix it

Agent has not fully upgraded

This happens when a device installed an agent which has not supported an cross-domain API (Windows agent version 7.6.121.0/macOS agent version 10.4.147.0 or earlier) and upgraded to newer version but the agent has not fully upgraded.

Try to uninstall the agent and then go back to the previous remediation page and click DOWNLOAD button to get the an MetaAccess agent installer and install it.

Cookie and Cache issue

Try to clean cookie and cache on your browser

If none of above options doesn't work

Please try to reboot your machine and try again.

If you have to do this action to solve the problem, please contact OPSWAT Support to report this issue with the your device ID, agent version and timestamp you faced this issue.