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 port 443 (TCP) in the Anti-Virus, Firewall and Proxy server.
List of servers that the agent is communicating with:
- pubsub.atera.com
- pubsub.pubnub.com
- agentreporting.atera.com
- getalphacontrol.com
- app.atera.com
- packagesstore.blob.core.windows.net
- ps.pndsn.com
- agent-api.atera.com
- cacerts.thawte.com
Potential software / devices for blockage:
- Anti-Virus - Add Atera's application into the Antivirus whitelist.
- Accessibility - Allow the Atera agent in System Preferences > Security & Privacy > Accessibility
- 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).
- Proxy - Proxy / Web-filtering is very common and can also be an obstacle to stable agent behavior. Make sure to permit outbound traffic (443) 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 ) traffic
- Accessibility: Allow the Atera agent in System Preferences > Security & Privacy > Accessibility
Additional troubleshooting
If an Atera agent was previously installed, and then removed, through a different account, it is necessary to do a full clean up before installing the new agent.
To do a full clean up, use this command:
cd "/Library/Application Support/com.atera.ateraagent"
sudo sh uninstallScript.sh