Overview

This document provides troubleshooting steps for when you are unable to connect to the BrightGauge® agent.

Agent Down: Unable to Connect to Agent

The agent is the software that connects on-premises datasources to BrightGauge. A down agent may indicate a few different issues:

• The agent computer is offline.
• The agent service is not running.
  • Go to services.msc and check to see if the BrightGauge agent is started.
• Settings on the agent itself are incorrect. For example, an IP address, BrightGauge user credentials, or a subdomain may have changed.
• The Windows Firewall has been turned on or upgraded.
  • Review the Windows Firewall Inbound Rule for the Agent documentation for details on creating an exception for the BrightGauge agent.
• The firewall rules for BrightGauge may be inactive or incorrect for the machine (IP addresses and NAT rules can change without updating the firewall rules).

Review the settings for both the agent and the datasource to ensure that they are correct.

For more information on configuring the agent, please refer to Installing the BrightGauge Agent. See Common On-Premises Datasource Connectivity Issues for details on common issues and troubleshooting.

Note: If you need to make any changes to the configurations of your datasources, update the current settings on your account. Do not delete or re-add the datasource from your account, as doing so will delete all datasets and gauges tied to it.

If you have any questions, please contact Support by selecting Help > Open a Ticket from the top menu bar.