Agents records, but status shows down

[Belinda Frick]

Required:

AMETHYST 1.6.3 and amtserver 1.6.3.17 or newer

Agent down explained:

The "Agent Down" e-mail will be sent when there is no communication
between the server and the USBClient software, for example:
1. The PC is shut down.
2. The USBClient software is not running
3. The Windows user is logged out.
4. The PC is locked.
5. The firewall on the agent PC is on.

To send Status update messages to AMETHYST the UDP port 27000 is used
(allow this port on the agent PC - and each PC USBClient is running on).
UDP message is sent to 'ping' the client and will according to this
action update the status (ensure that UDP is not blocked). If the UDP
message is blocked, it can lead to the "Agent Down" e-mails.

VISTA allows a broadcast, but can block a UDP messages - please check
network setup with IT if VISTA is used for the agents in question.

The following can block UDP on a network:
1. Firewall on the agent PC (allow UDP on 27000)
2. Switch on the network.
3. Router on the network.
4. Domain Firewall.

Depending on network configuration. Ensure UDP not blocked.

This can be caused by various reasons, please check the following:

1. Check if you can ping from the agents pc to the server,
2. The USBClient ini file must be accessible over the network,
(the Administrator looks into this file for the user details).
3. Check if Firewall is running. We need a UDP port 27000 to be available.
4. Redirect the clients to IP address or host name under Administrator.