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Endpoint Troubleshooting

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Installation

I ran the installer but the endpoint isn’t showing up in Auvik

There are two common causes for this issue: 

  1. An out of date installer was used for the installation
  2. The Site Registration Key was not correct. 

Please following the following troubleshooting steps: 

  1. Reinstall the Auvik Endpoint agent
  2. If the endpoint is still not showing up, make sure you’re looking for the endpoint in the same Auvik Site that you downloaded the installer from, as the copyable installation command provided in the Deploy Agent screen includes the Site Registration Key specific to that Auvik Site
  3. If you’re using an up-to-date installer and the correct site registration key, try regenerating the Site Registration Key. The installer may have run with an invalid Site Key.

Note: Regenerating the Site Key will invalidate all previously generated Site Keys, but it will NOT affect the connectivity of already deployed agents.

I have been asked for installation logs, where do I find them?

To run the endpoint installation with logs for the support team, following the installation process leveraging the /L*V+ <fileName> command line arguments during installation. 

For example: MsiExec /i "AuvikAgent.msi" SITE_KEY=<key> /L*V+ install.log

I have been asked for application logs, where do I find them?

The logs are located within application log folders, which the location will depend on the operating system used. 

Windows:

C:\Windows\System32\config\systemprofile\AppData\Local\Auvik\logs

Mac:
/Library/Auvik/logs/…

To zip them up into one file to share with someone:

sudo chmod -R a+r /Library/Auvik/logs

sudo tar -czvf ~/endpoint_logs.tgz /Library/Auvik/logs

Other

My Internet Speed widget is not displaying any data

  1. The internet speed widget collects information every four hours and requires multiple points of data to display information. You can adjust the timeframe using the Calendar selector to at the top of the dashboard to display a broader range of information.
  2. A third party NDT service is utilized to facilitate the Internet Speed Test, which your firewall could be blocking. You can open ports 3001-3010 and 32768-65535 in the firewall for this test to function properly. For more information, click here.

 

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