🔲 Status of the Agent: Unavailable

In the event that the Agent’s status is Unavailable, there are several possible reasons.

Maybe it is just a temporary failure on the Agent side, in the Internet connection, or at the Node.
Please check your connection again a little bit later.

If the status is still “Unavailable”, the error will be most likely on the Agent side. Either with the internet connection or with the device itself.

➡️ You can check the following:

• Check what DWAgent – Monitor indicates as status. More information about the Monitor is available in our documentation here: Monitor – DWService – Docs
• Check that the Agent is not disabled. (If the Monitor icon is red, it means the Agent is disabled, please enable it)
• The Agent has a log file that records events related to the Agent. The log file is a plain text file that can be opened with any text editor. If the Agent has been installed using the default path, the log file is the following:

• • Windows ⇒ C:\Program Files\DWAgent\dwagent.log
  • Linux ⇒ /usr/share/dwagent/dwagent.log
  • macOS ⇒ /Library/DWAgent/dwagent.log

Open the log file and check for errors.

• Test your Internet connection. With Internet connections, it is not just speed that matters, but also quality. The quality of your internet connection is affected by several factors:
  • Download speed – the faster the better
  • Upload speed – the faster the better
  • Latency (Ping) – the lower the better
  • Jitter – the lower the better
  • Packet loss – the lower the better (0 is best)

There are several tools on the internet to test the quality of your internet connection. A few examples:

• • Speedtest by Ookla – The Global Broadband Speed Test
  • Internet Speed Test – Measure Network Performance | Cloudflare
  • Packet Loss Test – Test Your Connection Quality
  • Speed Test Plus: Internet Speed & Quality (fusionconnect.com)
• Check that the remote device is not hibernating or sleeping.
• Check that the remote device’s network connection is active and working properly.
• Check that the remote device’s Internet connection is working properly.
• If you have any kind of antivirus/firewall protection, check that the Agent is not blocked by them. Temporarily disable them.
• It would help us to find the cause of the problem if you could let us know which of our Nodes your Agent is connected to at the time of the problem. You can find this information in the log file of the Agent. You will find such entries in the log file:
  • xxxx-xx-xx xx:xx:xx,xxx INFO MainThread Initializing agent (key: xxxxxxxxxxxxxxxxxxxx, node: nodexxxxxx.dwservice.net)…
  • xxxx-xx-xx xx:xx:xx,xxx INFO MainThread Initialized agent (key: xxxxxxxxxxxxxxxxxxxx, node: nodexxxxxx.dwservice.net).

➡️ If your problem persists, please share your recent experiences and the details with us at support@dwservice.net.

We will do our best to find the cause of the problem and thus a solution.