Troubleshoot the Atera Agent (Windows)

If after following the instructions for agent installation, you are experiencing any problems with agent stability, alert consistency, agent unavailability or remote connection instability, please verify that you are on .NET Framework 4.5

Additionally, please check the following:

• Allow outbound traffic over ports 443 and 8883 (TCP/UDP) in the Antivirus, Firewall, and Proxy servers.

List of servers that the agent is communicating with:

1. pubsub.atera.com
2. pubsub.pubnub.com
3. agentreporting.atera.com
4. app.atera.com
5. agenthb.atera.com
6. packagesstore.blob.core.windows.net
7. ps.pndsn.com
8. agent-api.atera.com
9. cacerts.thawte.com
10. agentreportingstore.blob.core.windows.net
11. atera-agent-heartbeat.servicebus.windows.net
12. ps.atera.com
13. atera.pubnubapi.com
14. appcdn.atera.com
15. atera-agent-heartbeat-cus.servicebus.windows.net
16. ticketingitemsstoreeu.blob.core.windows.net

Potential software/devices for blockage:

• Anti-Virus
  • Add the following paths to the Antivirus whitelist: 
    C:\Program Files\Atera Networks (or C:\Program Files (x86)\ATERA Networks for 32bit) 
    C:\Windows\Temp\AteraUpgradeAgentPackage
  • You may need to enable/add an exemption policy for scanning password-protected ZIP files (or allow unscannable content to pass). 
  • For testing purposes, you can also whitelist the folder C:\Windows\Installer, and attempt another installation, the whitelist should be removed once you have finished testing.
• Firewall - In some networks HTTPS traffic is blocked. Make sure to add a rule to allow HTTPS traffic from LAN to WAN (Atera address: agent-api.atera.com).
  In some cases, HTTPS inspection (Deep Packet Inspection/SSL Inspection) can also cause blockages, make sure to disable HTTPS scanning or add Atera and its servers to the whitelist.
  Note: The Great Firewall of China is blocking some of the servers required by the AteraAgent to report the device's availability (online/offline status). Therefore, machines that are located in this country will not be manageable from the console. Using a VPN connection may override these restrictions, however, we cannot provide specific instructions or support for setting up such configurations. 
• Proxy - Proxy / Web-filtering is very common and can also be an obstacle to stable agent behavior. Make sure to permit outbound traffic (ports 443 and 8883) and file extensions; ZIP & EXE from our website (Atera address: agent-api.atera.com).
• Geo-blocking - As an example, SonicWall routers are well known for their Geo-Blocking features.
• Permit content traffic in addition to TCP (443 and 8883) traffic.

Additional troubleshooting

1. Proxy under localsystem account

To check (CMD with admin):

bitsadmin /util /getieproxy localsystem

To solve (CMD with admin):

bitsadmin /util /setieproxy localsystem no_proxy

2. TLS settings that have been applied with the third party tool IIS Crypto

This is a notorious tool for breaking TLS communications as it adds strange values for registry keys:

All TLS keys (Enabled/DisabledByDefault) should have a value of 0 or 1 (disabled or enabled).

https://docs.microsoft.com/en-us/windows-server/security/tls/tls-registry-settings

This tool, IIS crypto, is changing the values to…strange values which break the communication over the protocol.

3. .NET settings for TLS

Sometimes .NET might be instructed to work with a TLS that’s disabled, which breaks the Atera communication as well (being a .NET app).

https://docs.microsoft.com/en-us/dotnet/framework/network-programming/tls

To solve this, you can run the following commands in an elevated instance of CMD: 

reg add "HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\.NETFramework\v4.0.30319" /v SystemDefaultTlsVersions /t REG_DWORD /d 00000001 /f
reg add "HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\.NETFramework\v4.0.30319" /v SystemDefaultTlsVersions /t REG_DWORD /d 00000001 /f

4. FIPS

The AteraAgent does not support FIPS at the moment. If this protocol is enabled, the agent cannot communicate with the console. 

To check if FIPS is enabled:

- Go to Registry Editor and check the presence of the following DWORDs:

\HKLM\System\CurrentControlSet\Control\Lsa\FipsAlgorithmPolicy\Enabled 

\HKLM\System\CurrentControlSet\Control\Lsa\FipsAlgorithmPolicy\MDMEnabled

- If enabled, the value of the DWORDs would be '1'

- To disable it, change the value to '0' and the agent will start to work properly.

5. Cloned machines

Atera does not recommend installing the AteraAgent as part of a clone image.

When the Atera agent is installed, a unique registry entry called AgentId found in Computer\HKEY_LOCAL_MACHINE\SOFTWARE\ATERA Networks\AlphaAgent is created.

Thus, installing the agent through a cloned image will result in duplicated devices reporting back to the console.

As a workaround, the image needs to be created with all the registry keys deleted - except for the IntegratorLogin key. This way after the device is set up and it connects to the web, the keys will recreate automatically.

These registry keys can either be deleted manually or by running the below commands:

REG DELETE "HKEY_LOCAL_MACHINE\SOFTWARE\ATERA Networks\AlphaAgent" /f /v AgentId
REG DELETE "HKEY_LOCAL_MACHINE\SOFTWARE\ATERA Networks\AlphaAgent" /f /v AccountId
REG DELETE "HKEY_LOCAL_MACHINE\SOFTWARE\ATERA Networks\AlphaAgent" /f /v CompanyId
REG DELETE "HKEY_LOCAL_MACHINE\SOFTWARE\ATERA Networks\AlphaAgent" /f /v DisableRemote
REG DELETE "HKEY_LOCAL_MACHINE\SOFTWARE\ATERA Networks\AlphaAgent" /f /v ServerName

Once the keys are deleted and you created the cloned image, you can restart the AteraAgent service.

sc stop AteraAgent && sc start AteraAgent