Use this information if the PerformanceGuard agent on a computer won't connect to the PerformanceGuard system even though the computer is otherwise online.

When that's the case, the computer never appears when you search for it in the PerformanceGuard web interface (ANALYZE > Computers > Computer Search). Alternatively, it does appear, but with a yellow or red status.

How It Should Work

When everything works correctly, the agent should connect to the PerformanceGuard Frontend server. The Frontend server in turn sends the agent's data to the PerformanceGuard Backend server, which in turn lets you view the data in the PerformanceGuard web interface, in reports, and through e-mail notifications.

Possible Cause

The most likely reason why the agent isn't able to connect is that the agent isn't configured to use the correct IP address and port number of the PerformanceGuard Frontend server.
Another reason may be that a network problem or firewall prevents the computer that has the agent installed from connecting to the Frontend server.
In the following we will check that the agent has the correct information about the Frontend server. If required, we will also check the connection between the computer that has the agent installed and the Frontend and Backend servers.

Verification

You can use this verification method if the computer that has the agent installed has previously been in contact with the Frontend server — in other words: If you have previously been able to see the computer when you searched for it in the PerformanceGuard web interface.
If you have never been able to see the computer in the PerformanceGuard web interface, simply go to Solution section in the following.

1. On the computer that has the agent installed, open a browser and connect to http://localhost:4007.

2. In the agent information window that opens, select View > Configuration.

3. In the agent configuration table, look for the Frontend IP and Frontend Port values. These values must reflect the IP address of the required Frontend server and the port number on which the Frontend server listens for data from agents (by default port 4001).

Solution

Option 1:
On the computer that has the agent installed:

1. Select /Start, type services.msc and press ENTER. Then stop the PerformanceGuard Agent service.
2. Open Windows' Registry Editor (click Start, type regedit and press ENTER) and expand the key HKEY_LOCAL_MACHINE\SOFTWARE\PremiTech\E2EAgent.
3. Edit the values of the backendip and backendport parameters so that they reflect the IP address of the required Frontend server and the port number on which the Frontend server listens for data from agents.

4. Select /Start, type services.msc and press ENTER. Then start the PerformanceGuard Agent service. The agent should now be able to communicate with the Frontend server, and it should after some minutes show up if you search for it in the PerformanceGuard web interface. If not, verify the agent's communication with the Frontend and Backend servers as described in the following.

Option 2:

1. Remove the agent.
2. Install the agent with correct Frontend server parameters.