Troubleshooting7 min read

Agent Updates & Troubleshooting

How the Sentrivox agent auto-updates, how to confirm an endpoint is checking in, and how to resolve the most common agent connectivity issues.

How agent updates work

The Sentrivox agent updates itself automatically. When a new version is released, managed endpoints pick it up and upgrade in the background — there is no need to manually reinstall the agent across your fleet. Your machines stay on the latest, most secure version without any effort from you.

ℹ️

Zero-touch updates

Auto-update means new security checks, vulnerability data handling, and fixes reach your endpoints automatically. You don't have to redeploy anything.

Confirming an endpoint is healthy

A healthy endpoint checks in with the portal on a regular heartbeat. To confirm a machine is reporting:

In the portal, open the Assets list and check the device’s "last seen" time — it should be recent.
On the machine itself, confirm the Sentrivox agent service is present and shows as Running in Windows Services.
Open the device detail page to verify its inventory and security checks are up to date.

Common issue: endpoint not checking in

If a device stops appearing or its last-seen time is stale, work through these checks in order:

Confirm the machine is powered on and connected to the internet.
Verify the Sentrivox agent service is running (Windows Services → look for the Sentrivox agent, and start it if stopped).
Check outbound HTTPS (port 443) is allowed — a firewall or proxy blocking outbound traffic will prevent check-ins.
If a proxy is required for internet access, make sure the machine’s system proxy is configured so the agent can reach the internet.
As a last resort, reinstall the agent using the latest installer from the portal.

⚠️

Outbound access is the usual culprit

The most common cause of a silent endpoint is blocked outbound HTTPS. The agent never needs inbound ports — but it must be able to reach the internet on port 443.

Common issue: agent won't install

If the installer appears to do nothing or fails:

Make sure you’re running the installer as an administrator (or via a SYSTEM-level deployment tool).
Confirm the OS meets requirements — Windows 10/11 or Server 2016+.
Check that endpoint protection software isn’t blocking the signed installer; allow-list it if necessary.

Still stuck?

If an endpoint still won't report after these steps, email support@sentrivox.com with the device name and what you've tried — our team will help you get it connected.

How to Install the Sentrivox Windows Agent →Viewing Your IT Asset Inventory →