Troubleshooting the Agent(Local)

Find the Device

 * 1) Open N-central
 * 2) Select the customer name from the drop down menu in the top left corner
 * 3) This takes you to the Customer Level. Most things we need to do will have to be done from this level
 * 4) Select the device in question from the list by clicking on its name

Check the Properties

 * 1) Click the 'Properties' tab
 * 2) Scroll down to the Monitoring Options section
 * 3) Make sure the box next to Local Agent is checked
 * 4) If it's not, click the box next to 'Local Agent'
 * 5) From the drop down menu select 'Best Available'
 * 6) Click the 'Save' button
 * 7) If you don't do this, even when switching tabs, it will not save any changes

Check the Remote Control Settings

 * 1) Click the 'Remote Control' tab
 * 2) Check the box that says Allow Remote Control
 * 3) Ensure the connection type is set to DirectConnect
 * 4) Select it from the drop down menu
 * 5) Click the 'Save' button
 * 6) If you don't do this, even when switching tabs, it will not save any changes

Test!

 * 1) Click the 'Properties' tab and scroll down to the Monitoring Options
 * 2) If the device was on and there is no specified Maintenance Window, there should be a list of boxes next to options
 * 3) If the device was not on or there is a specified Maintenance Window, it should report back that the installation is scheduled
 * 4) If this is the case you will just have to wait until the device is on or during the Maintenance Window
 * 5) You can push this immediately, if needed, by disabling the maintenance window and then re-enabling it when the installation is complete

If that Test Failed

 * 1) Try having the Agent re-installed
 * 2) This will require you to either connect remotely using another tool or have someone on site
 * 3) If you need help, please read our guide on Connecting Remotely
 * 4) If you need help, please read our guide on [N-able: Software Installation]
 * 5) If you are unable to get connected remotely, you will need to dispatch a technician