What to do if Network Agent does not connect to Kaspersky Security Center Cloud Console
If the Network Agent does not connect to Kaspersky Security Center Cloud Console, check your connection. Follow the steps below.
Step 1. Make sure that the Network Agent for Kaspersky Security Center Cloud Console is installed
If the Network Agent is installed, proceed to the step 2. If the Network Agent is not installed:
- Download the Network Agent installer for Kaspersky Security Center Cloud Console from Kaspersky Security Center Web Console.
- Start the installation, wait for the message confirming the installation and click OK.
Step 2. Receive and check the server address for the Network Agent
How to receive the server address
Go to C:\Program Files (x86)\Kaspersky Lab\NetworkAgent and run the klnagchk utility.
In the window that opens you will see the server address from Hosted Discovery Service in the following format:
<server address>:<connection port>.
Depending on the application (Kaspersky Security Center Cloud Console or Kaspersky Endpoint Security Cloud), the server address can be in different parts of the klnagchk utility output. To learn more about Hosted Discovery Service, see Online Help.
How to check the connection to the server address
Run the commands below one by one:
ping <server address>
psping -<command line parameter> <server address>:<connection port>
To run this command, you must first download the PSPing utility. For details, see the official Microsoft website.
tracert <IP address>
If one of the commands returns the Request timed out error three times, proceed to the next command. If all the commands give the same result, it means that the Kaspersky Security Center Cloud Console server does not accept incoming traffic. To fix it, use the Telnet utility. For details, see step 3.
Step 3. Restore the connection to the server via Telnet
- If necessary, install Telnet Client and Telnet Server. For instructions, see the Microsoft website.
- Make sure the ports used are available and added to the list of exceptions of network software and appliances that intercept traffic.
- Run the command:
telnet <server address> <connection port>
For more information about the connection ports, see Online Help.
If the connection is restored, you will see a message that the connection is established or a blank window.
Adding Telnet services can bring potential security risks, so we recommend that you disable them after checking the connection. If you experience any issues, use Wireshark to collect network traffic logs and contact Kaspersky technical support via Kaspersky CompanyAccount.