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Fixing Broken Agents in ConnectWise Automate

ConnectWise Automate is a powerful tool for managing IT infrastructure, but like any complex system, it can encounter issues, particularly with its agents. These agents are critical as they facilitate communication between the central server and client endpoints. When agents break, they can disrupt operations and reduce visibility into the IT environment. If you’re dealing with agent issues, this guide will walk you through fixing broken agents in ConnectWise Automate.

Identifying Broken Agents

The first step in remediation is identifying which agents are broken. Symptoms of broken agents include:

  1. Communication Errors: Agents fail to report back to the server.
  2. Outdated Data: Information from endpoints is outdated or incorrect.
  3. Service Failures: Agent services on endpoints are stopped or not functioning.

Use the following methods to identify broken agents:

  • Internal Monitors: Check for alerts from the “LT – Agents No Checkin for More Than 30 Days*” monitor.
  • ScreenConnect: Look for agents that are checking in to ScreenConnect, but not Automate.
  • Remote Monitoring: Use remote monitoring tools within ConnectWise to ping the agent and validate it is online.

Basic Troubleshooting

Before diving into more complex solutions, try these basic troubleshooting steps:

  1. Restart the Agent Service: On the endpoint, restart the ConnectWise Automate agent service.
  2. Reboot the Endpoint: Sometimes a simple reboot can resolve communication issues.
  3. Check Network Connectivity: Ensure that the endpoint has a stable network connection to the server.

Reinstall the Agent

If basic troubleshooting doesn’t work, reinstalling the agent might be necessary. Here’s how:

  1. Uninstall the Agent:
    • Navigate to the endpoint.
    • Use the control panel or command line to uninstall the ConnectWise Automate agent.
  2. Retire the Agent from Automate:
    • In the ConnectWise Automate console, retire the agent entry to ensure a clean reinstallation.
  3. Reinstall the Agent:
    • Download the latest agent installer from the Automate Web Control Center.
    • Run the installer on the endpoint.
    • Verify that the agent registers correctly with the server.

If you encounter persistent issues with broken agents or are looking to optimize your ConnectWise Automate setup, ConnectWise consulting can provide expert assistance. With tailored solutions and troubleshooting from certified professionals, consulting services can help you with fixing broken agents in ConnectWise Automate and optimize your overall system performance.

By following these steps, you can efficiently remediate broken agents in ConnectWise Automate, ensuring continuous and effective management of your IT infrastructure. Regular maintenance and proactive monitoring will further reduce the occurrence of such issues, keeping your systems running smoothly.

To ensure your ConnectWise Automate environment runs smoothly and efficiently, make sure to monitor agent health regularly and address issues promptly. If you need more help or want to streamline your IT management, reach out to our team for expert support and guidance. Get in touch today to keep your systems running at their best!

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Dylan Schmidt

Dylan Schmidt is a Sr. RMM Admin for ProVal Technologies. In his first year with the company, he gained valuable experience working under Industry experts with many years in the field. He graduated with a bachelor’s degree in computer science from Florida State University and was a member of the Marching Chiefs.

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