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Agents showing Offline in the cloud management console

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Article ID: 162949

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Updated On:

Products

Symantec Products

Issue/Introduction

Agents are showing offline in the Symantec Endpoint Protection Small Business Edition (SEP SBE) cloud management console Computers tab but show as connected when viewed locally from the computer. Either the "Last Connected" date is in the past or a risk icon and notification can be seen.

"Service is offline"

Or

"The Endpoint agent has been offline for over 21 days"

Cause

Network connectivity causing a delay in the agent's health status reaching the Cloud.

Resolution

Ensure that the required URLs are all accessible on the network and that the behavior has persisted for more than 4 hours.

From the cloud management console, ensure that no recent news articles pertain to the behavior you're seeing.

 

Note: this behavior is purely cosmetic and clients remain protected.