Assessing Agent Statuses and Details

This topic lists the ITM On-Prem (ObserveIT) Agent statuses and status details that appear throughout the Web Console (in the Admin Dashboard, Endpoints list, and System Events list). The possible reasons or events that might have triggered each Agent status type are also provided. See also Event Types for a description of possible event causes and solutions.

The statuses of Error & and Unreachable are set by the backend based on getting or not getting a heartbeat from the agents. Generally, the agent sends a heartbeat every <1 second, and if such heartbeat was not received, then the backend changes the status immediately.

The statuses of Uninstalled and Unregistered are reported by the backend immediately after an agent being uninstalled or unregistered (manually or automatically).

Agent Status	Status Details	Possible Reasons/Triggers/Solutions
OK	N/A	The Agent is active, functioning normally. The Agent Service is up and running. The Agent machine and service are accessible.
Error	No Heartbeat	The Agent Service is not sending any Heartbeat signals although the Agent is recording data.
	Service Stopped	The ITM On-Prem (ObserveIT) Agent Service has stopped. To receive Agent health check reports, it must be restarted.
	Unrecorded Agent Sessions	Unrecorded Agent sessions could occur when a user ends the Agent process (or disables interception in Unix). To resolve this in Windows, go to the Task Manager and restart the RCDCL process. In Unix, enable interception using the oitcons utility.
	Agent installation files were tampered with	Agent installation files are missing or were changed. Files may have been deleted or their content changed. Check the problem and reinstall the Agent, or replace the tampered file with the file version that was installed previously.
	Agent Registry keys were tampered with	An ITM On-Prem (IObserveIT) Windows Agent Registry key was changed. Registry keys may have been deleted and/or values changed. This might affect Agent functionality. To resolve this, look at the AgentRegistryKeys database table, and restore the Registry accordingly.
	Unix Agent interception Off	The Unix Agent interception is off. The Unix Agent internal Watchdog “obitd” service failed to start the ITM On-Prem (ObserveIT) logger after a problem was detected, and recording was disabled. (When interception is marked as off, missing sessions are not shown.)
	Unregistered server was activated	An unregistered Agent was reactivated and is trying to connect to the server.
	Service not reporting	The Agent service is not sending any Heartbeat signals nor session data. This might be because the service has stopped or has no network access. Check if someone disconnected the service in order to perform some risky activity.
Unreachable	Not Reporting	Triggered when there are no Heartbeat signals from the Agent Service and no recording activity was detected during the last session.
Unregistered	N/A	The Agent was manually unregistered from the Web Console or automatically unregistered, and removed from the ITM On-Prem (ObserveIT) license.
Uninstalled	N/A	The Agent was uninstalled.
Disabled	N/A	The Agent will report the "Disabled" status when Agent recording and Agent API are both disabled in the Web Console Server Policies configuration.