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Troubleshooting the Migration App Agent


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Agent Installation and Connectivity Problems

What Do I Do When The Initial Cloud Migration Agent Registration Window Stalls?

What if the Agent is Unavailable, Deactivated or Disconnected?


Any user of the Migration App.

Agent Installation And Connectivity Problems

There are some common challenges when installing an Agent on your Windows machine. Or you may encounter problems with an Agent that was previously connected and no longer is active. The following provides guidance to help you navigate these issues.

Installation Failure

Cloud Migration Manager Agent Setup involves a System Check. This checks for a variety of factors, any of which may give an error if not in compliance.

Migration App_Connectivity Problems_1.jpg

See below for each of the factors assessed during the System Check:

  • For supported OS, minimum CPUs, RAM, and available disk space, see Migration Prerequisites.
  • Firewall/connection speed rules: See this knowledge base article, Firewall Requirements for Migration App.
  • Power Save is Enabled: You need to disable the sleep mode entirely. Unfortunately, the way the power settings look depends on the Windows version. Go to your Windows search field and type Power. Open Power & Sleep settings. Every option for going to sleep or turning off the machine should be set to Never.

Reconnecting The Cloud Migration Manager Agent To The Cloud

Occasionally, you may have a Migration App Agent that was working successfully but lost its connection to the cloud. If this happens, the system tray for Cloud Migration Manager Agent will indicate you have no cloud connection. And your migration dashboard will display an error for your Source, although the error message will depend on the specific problem the Migration App is experiencing.

You can try clicking on the three dots and selecting Start Service. But if that doesn't work, there are some other things to try, so read on.

Migration App_Connectivity Problems_3.png

Other Issues And How To Remedy Them

There are a number of reasons your Agent may disconnect from the cloud. Some common problems include network errors, deactivation of a Source, or needing to update the Agent for a Source. We'll go through the most common issues and how to solve them below.

Source Status Is Deactivated

If your Source is showing as Deactivated, click on the three dots to the right of the listing (the meatball menu) and click Activate. Wait a few seconds and the status should change to Active.

Migration App_Connectivity Problems_2.png

Source Status Is Inactive

If a Source is showing as Inactive, click on the Source to reveal the details view. If you see a message "Version is unsupported", click on the link to download the latest version and update the agent. This will only take a few minutes and should result in the Source changing back to Active, and reconnecting to the cloud.

Migration App_Connectivity Problems_4.png

Edge Case: Occasionally, we have observed cases where the Source is Inactive for no obvious reason. If you see a spinning icon on your system tray for longer than a couple of minutes, try uninstalling and reinstalling the Agent and you may find it is resolved.

Agent Deleted

If your Agent was deleted from the Migration Dashboard, your system tray will indicate that it cannot identify the Agent. The best solution here would be to create a new Agent with a new Agent ID.

Network Issues

The system should recover from transient network issues with no action required from the user.

What Do I Do When The Initial Cloud Migration Agent Registration Window Stalls?

Migration App_Agent Hanging_1.png

Be sure to enter your entire Egnyte domain for the Associated Domain. In the example above, bazynga needs to be replaced with bazynga.egnyte.com.

To remedy this:

  • Click on the three dots (the Meatball Menu) in the upper right corner of the window.
  • Select Stop Service.
  • Restart your Agent installation, and for your domain name, enter [domain].egnyte.com, replacing [domain] as appropriate with your unique domain name.
  • Continue with Agent Registration as normal.

What if the Agent is Unavailable, Deactivated or Disconnected?

There are several situations when your Agent is unavailable. Depending on the reason, you have different options.

Reactivating an Agent

In the screen capture below, the Agent is listed as Deactivated on the Migration Dashboard.

Migration App_Agent Unavailable_5.png

In this case, click on the three dots to the right of the agent and select Activate Agent.

Migration App_Agent Unavailable_3.png

Agent is Disconnected

If your agent indicates it is Disconnected, there are a couple of different things that could be at play.

Migration App_Agent Unavailable_6.png

Go to your Migration Dashboard and click on the Agent to open the details drawer. This may provide more insight into why your Agent is unavailable.

Migration App_Agent Unavailable_2.png

In the image above, no error messages are provided. In this case, try these fixes in order:

  • Check to see if the host machine where the Agent is installed needs to be restarted.
  • Restart the Agent on the host machine.
  • Uninstall and reinstall the Agent using the same Agent ID.

Migration App_Agent Unavailable_4.jpeg

Questions? Feature Requests? Other Feedback?

If you have feature suggestions or requests, feel free to submit them here, and make sure you mention Migration App in the text.

For more complex requests that would benefit from providing screenshots or other attachments, you may submit them to support@egnyte.com. Be sure to include Migration App in the email title. Our Support team will push your comments to the Product team for consideration.

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