Agents are failing to establish a connection to the management platform as reported by the requester.

Connectivity · Agent communication failure · impact High · urgency High

• 60%Network/firewall rules are blocking outbound traffic from the agents to the management server, preventing connections. E-1
• 50%The central management service is offline or experiencing an outage, so agents cannot register. E-1
• 40%Agent software on the managed devices is mis‑configured or out‑of‑date, causing handshake failures. E-1 E-2

Diagnosis only — no action taken. Evidence ids reference the case packet.

Mac monitoring agent installed on three devices a week ago is not appearing in the management portal.

Software · Endpoint Management – Agent Deployment · impact Low · urgency Low

• 60%The Mac agents have failed to register with the management service after installation, so they are not being reported to the portal. E-1
• 40%The agents were installed under a different tenant or client ID, therefore they are not listed under the "Unassigned" client shown in the portal. E-1 E-2
• 30%A portal filter or view setting is hiding the newly added Mac devices from the displayed list. E-1

Diagnosis only — no action taken. Evidence ids reference the case packet.