Agent Installed but Not Appearing in Cyrisma

Last updated: December 19, 2025

This article explains how to diagnose and resolve issues where a Cyrisma agent installs successfully on an agent host but does not appear in the Cyrisma platform.

Symptoms

  • Agent installation completes successfully

  • Agent service is running on the agent host

  • Agent does not appear anywhere in Cyrisma

  • Agent does not appear in Agents waiting for provisioning

  • Agent logs show pairing or connectivity errors

Common Causes

  • Endpoint protection or firewall blocking outbound communication

  • Incorrect or unreachable Cyrisma instance URL

  • DNS resolution failures on the agent host

  • Network proxy or SSL inspection interfering with HTTPS traffic

  • Agent service unable to establish initial pairing

Diagnostic Steps

Follow the steps below in order. Do not skip steps.

1. Verify Outbound Network Connectivity

The agent must establish outbound HTTPS connections to Cyrisma services to register and appear in the platform.

What to check

  • Outbound HTTPS (TCP 443) traffic is allowed

  • No firewall, proxy, or content filter is blocking connections

Required destinations

  • Cyrisma MSP endpoint

  • Your specific Cyrisma instance URL

If outbound traffic is blocked, the agent will install locally but never appear in Cyrisma.

2. Check Endpoint Protection and Security Controls

Endpoint protection tools frequently block agent pairing during or immediately after installation.

What to check

  • Antivirus, EDR, or application control logs on the agent host

  • Policies that restrict PowerShell execution or background services

  • Alerts indicating blocked outbound HTTPS requests

If blocks are identified, apply appropriate exclusions and restart the Cyrisma agent.

3. Validate Cyrisma Instance URL

An incorrect or malformed instance URL prevents the agent from pairing.

What to check

  • Ensure the instance URL used during installation is correct

  • Confirm there are no formatting errors, extra characters, or whitespace

Indicators

  • Agent logs show pairing failures or connection errors

  • Agent never appears in Cyrisma despite running locally

4. Confirm DNS Resolution

The agent host must be able to resolve Cyrisma domains.

What to check

  • DNS resolution for the Cyrisma MSP endpoint

  • DNS resolution for your Cyrisma instance URL

If DNS resolution fails, correct DNS settings before retrying.

5. Review Agent Logs

Agent logs provide definitive indicators when pairing fails.

What to check

  • Review agent logs for messages indicating connection or pairing failures

Windows log location

  • C:\Cyrisma_Agent\logs\

Common indicators include:

  • Pairing failure messages

  • Unable to connect to remote server

  • TLS or HTTPS connection errors

Resolution

Most cases where an agent does not appear in Cyrisma are resolved by:

  • Allowing outbound HTTPS communication to Cyrisma services

  • Applying endpoint protection exclusions for agent components

  • Correcting the Cyrisma instance URL

  • Fixing DNS resolution issues

  • Restarting the Cyrisma agent after changes are applied

Once connectivity is restored, the agent should appear automatically without reinstallation.

When to Contact Support

Contact Cyrisma Support if:

  • The agent does not appear after outbound connectivity is confirmed

  • Agent logs consistently show pairing failures

  • Multiple agent hosts exhibit the same behavior in the same environment

Provide:

  • Agent host operating system and version

  • Relevant agent log files

  • Confirmation that outbound HTTPS connectivity has been verified