Antivirus or EDR Interference: Security software may flag the Agent as a false positive, killing or suspending its background services like tsvchst.exe or dwm.exe.

Unstable Network or Firewall Blocks: Intermittent internet connectivity or restrictive firewall rules prevent the Agent from reaching necessary server ports.

SSL/TLS Handshake Issues (On-Premises): In On-Premises or Private Cloud environments, the local machine may not trust the server's security certificate, causing the connection to drop immediately.

Incorrect Instance: The Agent is attempting to connect to the wrong instance. This can happen if you used the TMROUTER parameter with a wrong instance, or recently changed your Hostname.

Add the Agent’s installation directory and core executables to your security software’s exclusion list. Refer to the Antivirus & EDR Configuration Guide for specific file paths.

Verify that all Teramind server IP addresses and ports are whitelisted in your firewall. Especially, the Management interface port (default is usually 443) and any custom Load balancer ports are critical for the Agent connectivity. You should check out this article to learn more about using tools like ping, tracert, or telnet to verify if the Teramind hosts and ports are reachable from your network.

For On-Premises/Private Cloud, manually install the Teramind server's trusted certificate (.pem or .crt) into the endpoint's Trusted Root Certification Authorities store to establish a permanent secure trust.

Verify and correct instance address in the Agent's configuration file*. Ensure the router= line matches your Teramind instance address. For example:

Alternatively, you can download the Agent and reinstall it.