No Agent Installed Remediation Instruction

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

On Windows devices

  • open Windows Start menu

  • search for OPSWAT Client (or MetaAccess).

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On macOS devices

  • go to Finder > Applications

  • look for OPSWAT Gears

images/download/attachments/4355699/image2018-5-1_8-38-17.png

On Linux devices

  • choose show Applications

  • look for OPSWAT Client

images/download/attachments/4355699/image2020-5-13_13-15-24.png

On Android/iOS devices:

  • search for OPSWAT app

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Step 2: If system can not find the agent, then go back to the previous remediation page and click DOWNLOAD button to download an OPSWAT Client 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

You are on a mobile device

On mobile devices, the system should ask you open OPSWAT Mobile App to able to verify your device compliance status. If you don't see any link/button which asks you to do so, you might turn on Desktop mode on your browser and it causes the service couldn't recognize your device . Please turn it off and try again.

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

  1. Check if the 3th party vendor can get device ID:

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

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

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

  • Go back to the remediation page, download the OPSWAT Client installer

  • Install the OPSWAT Client again by using the installer you just downloaded from the remediation page

Agent doesn't support

  • Uninstall the agent on the device

  • Go back to the remediation page, download the OPSWAT Client installer

  • Install the OPSWAT Client again by using the installer you just downloaded from the remediation page

OPSWAT Client couldn't connect to the cloud

Follow our KB to white-list MetaAccess 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/4355699/image2018-5-14_15-34-42.png

DNS service can not resolve the OPSWAT Client domain

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

  • type nslookup eapi.opswatgears.com

  • if the domain is not resolved as 127.0.0.1, please contact your administrators to fix DNS issue. While waiting for a permanent fix, you can also add eapi.opswatgears.com domain to a hosts file on your device as a workaround solution by following this KB

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.

  • Uninstall the agent on the device

  • Go back to the remediation page, download the OPSWAT Client installer

  • Install the OPSWAT Client again by using the installer you just downloaded from the remediation page

Cookie and Cache issue

Try to clean cookie and cache on your browser

https://support.google.com/accounts/answer/32050?co=GENIE.Platform%3DDesktop&hl=en&oco=0

OPSWAT Client services are not running

Open Task Manager -> go to Services tab -> click Open Services -> Look up OPSWAT GEARS Client -> Check if status is running

If status is not running, please restart the service

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, logs and timestamp you faced this issue.

Please follow this KB to get OPSWAT Client logs