There are multiple reasons why an agent might be missing from the Device list and we are going to outline them here.
Previously installed agents (Windows)
One of the main reasons why agents do not report in the dashboard is because of previous installs. To solve this, run the following commands in CMD with Admin rights on the device that does not show up.
reg delete "HKEY_LOCAL_MACHINE\SOFTWARE\ATERA Networks\AlphaAgent" /v AccountId /f
reg delete "HKEY_LOCAL_MACHINE\SOFTWARE\ATERA Networks\AlphaAgent" /v AgentId /f
sc stop ateraagent && sc start ateraagent
Wait for a couple of minutes for the agent to appear in your Dashboard.
Files/Folders missing (Windows)
Another reason why the agent might not appear in the dashboard is that it cannot download and install the required files. First, we have to make sure that all the files were downloaded.
1. On the device that is missing, go to C:\Program Files\ATERA Networks\AteraAgent (C:\Program Files (x86)\ATERA Networks\AteraAgent for x86), there you should see the following files and the Packages folder.
2. If all the files are present in C:\Program Files\ATERA Networks\AteraAgent (C:\Program Files (x86)\ATERA Networks\AteraAgent for x86), access the Packages folder, where you should see some folders. Certain packages are downloaded during the installation, and some later when using the agent. Because of this, you might see more or fewer folders.
Files are missing from C:\Program Files\ATERA Networks\AteraAgent (C:\Program Files (x86)\ATERA Networks\AteraAgent for x86) it could mean that something is preventing the installation of Atera, usually, this happens because of AV, missing software (like .net 4.5 or higher).
Folders are missing from C:\Program Files\ATERA Networks\AteraAgent\Packages (C:\Program Files (x86)\ATERA Networks\AteraAgent\Packages for x86), it can mean that the agent does not have proper communication with our servers, which prevents the devices from downloading the packages.
When you first install the AteraAgent, the Atera folder will be first added to C:\Program Files (x86)\ATERA Networks, after that, it will be moved to C:\Program Files\ATERA Networks. When this does not happen, this usually indicates a communication issue, and the agent will not show up in the console.
Note: This applies only to x64 devices
In all of those 3 cases, we suggest following this article Troubleshoot the Atera Agent (Windows)
Mac Agent Missing
In some cases, the MAC agent does not correctly communicate with your account, this can be caused by incorrect data inserted during the installation and previously installed agents. The best course of action would be a full cleanup, which can be done using the following script.
cd "/library/application support"
sudo rm -rf com.atera*
sudo rm -rf /Library/LaunchDaemons/com.atera.ateraagent.plist
sudo rm -rf /applications/ateraagent.app
After running the script on the device, attempt another reinstallation of the agent and wait between two and five minutes.