Agent Installed but Not Provisioning

This article explains how to diagnose and resolve issues where a Cyrisma agent installs successfully but does not appear in Agents waiting for provisioning or cannot complete provisioning.

Symptoms

• Agent installation completes successfully

• Agent appears installed on the agent host

• Agent does not appear in Agents waiting for provisioning

• Agent cannot be approved or remains unprovisioned

• Agent logs show authentication or pairing failures

Common Causes

• System time on the agent host is out of sync by more than 5 minutes

• Required Windows services are not running

• Invalid or unsupported credentials used during provisioning

• Endpoint protection or firewall blocking outbound communication

• User does not have sufficient permissions to provision agents

Diagnostic Steps

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

1. Verify System Time Synchronization

Agents authenticate with Cyrisma services during provisioning. If the system time on the agent host is out of sync by more than 5 minutes, authentication will fail.

What to check

• Confirm the system time is accurate

• Ensure the agent host is synchronized with a reliable NTP source

Indicators

• Agent does not appear in Agents waiting for provisioning

• Agent logs show authentication or authorization failures

After correcting the system time, restart the Cyrisma agent and recheck provisioning status.

2. Confirm Required Windows Services

On Windows agent hosts, the Server service must be running for provisioning to complete successfully.

What to check

• Verify the Server service is running

If the service is stopped, start it and restart the Cyrisma agent.

3. Validate Provisioning Credentials

Provisioning requires valid credentials with sufficient privileges.

What to check

• Confirm credentials entered during provisioning are correct

• Ensure the account has administrative rights on the agent host and any applicable scan targets

• Passwords must use only supported special characters:
  @ ! ( ) - _

If credentials are updated, reattempt provisioning.

4. Check Outbound Network Connectivity

The agent must establish outbound HTTPS connections to Cyrisma services to complete provisioning.

What to check

• Outbound HTTPS traffic is allowed

• Firewall, proxy, or endpoint protection tools are not blocking communication

Indicators

• Agent logs show pairing or connection failures

• Agent remains installed but inactive

If restrictions are identified, apply appropriate exclusions and retry provisioning.

5. Confirm User Permissions

Only users with the appropriate roles can provision agents.

Provisioning is allowed only for users who have:

• Administrator role in the MSP
  or

• Systems Administrator role in the client instance

If your role does not meet these requirements, request a role update from an MSP administrator.

Logs to Review

If provisioning does not complete after following the steps above, review agent logs for additional details:

• Windows:
  C:\Cyrisma_Agent\logs\

Look for authentication failures, blocked connections, or service-related errors.

Resolution

Most provisioning issues are resolved by one or more of the following actions:

• Correcting system time synchronization (within 5 minutes)

• Ensuring the Windows Server service is running

• Updating provisioning credentials to meet requirements

• Allowing outbound HTTPS communication to Cyrisma services

• Assigning a user role with provisioning permissions

After applying corrections, restart the Cyrisma agent and verify that it appears in Agents waiting for provisioning.

When to Contact Support

Contact Cyrisma Support if:

• The agent still does not appear in Agents waiting for provisioning after completing all diagnostics

• Logs consistently show authentication or connectivity errors

• The issue occurs across multiple agent hosts with the same configuration

Provide:

• Agent host operating system and version

• Relevant agent log files

• A summary of diagnostic steps already completed