When a Teramind Agent appears offline or disconnected, the cause is often a local or network-level connectivity issue rather than a fault with the Agent itself. Use this guide to diagnose where the connection is breaking.
Some Network Administrators or ISPs disable ICMP (Ping) for security. If Ping fails but your internet is working, use Telnet or Test-NetConnection as an alternative.
Windows Troubleshooting
Step 1: Verify Port Accessibility
Before running diagnostics, ensure your computer can "talk" to the Teramind server on the required ports (typically 443 for Cloud or 443/8443 for On-Premises). This article shows you how to do it: How to check if Teramind IP addresses/hosts and ports are reachable.
1. Basic Connectivity Check (Ping)
Use Ping to check server availability and latency (the speed of the connection).
1. Open Command Prompt.
2. Type: ping <your_instance_address/IP> (e.g., ping acme.teramind.co).
3. Analyze Results:
Success: "Reply from..." with a time under 100ms is ideal.
Request Timed Out: Packets are being dropped. This indicates a poor connection or a firewall blocking ICMP.
Destination Host Unreachable: Your computer has no path to the internet or the server is down.
Example 1: Healthy Ping: Consistent times under 100ms and 0% packet loss.
>ping acme.teramind.co
Reply from 85.195.72.195: bytes=32 time=38ms TTL=54
Reply from 85.195.72.195: bytes=32 time=39ms TTL=54
Ping statistics: Packets: Sent = 4, Received = 4, Lost = 0 (0% loss)Example 2: Failing Ping (Latency Spike): High ms or timeouts indicate a poor connection or firewall interference.
>ping acme.teramind.co
Reply from 85.195.72.195: bytes=32 time=42ms TTL=54
Reply from 85.195.72.195: bytes=32 time=612ms TTL=54 <-- SPIKE DETECTED Request timed out.
Ping statistics: Packets: Sent = 4, Received = 2, Lost = 2 (50% loss)
^ PACKET LOSS
2. Identifying the Bottleneck (Tracert)
If Ping fails or shows high latency, Tracert (Trace Route) identifies exactly where the connection is breaking. It lists every router (hop) your data passes through to reach the Teramind server.
1. Open Command Prompt.
2. Type: tracert -d <your_instance_address/IP> (e.g., tracert -d acme.teramind.co).
3. Analyze the Results:
Look for a dramatic increase (spike) in milliseconds (ms) or asterisks (*), which indicate dropped packets.
Example:
In the trace below, notice the jump between Hop 6 and Hop 7. The connection is stable until it attempts to leave the local network gateway.
>tracert -d instance.teramind.co
Tracing route to instance.teramind.co [85.195.72.195] over a maximum of 30 hops:
1 2 ms 1 ms <1 ms 192.168.0.1
2 2 ms 2 ms 2 ms 192.168.126.1
3 1 ms 1 ms 2 ms 192.168.253.25
4 1 ms 2 ms 2 ms 192.168.253.26
5 2 ms 2 ms 2 ms 109.95.77.195
6 3 ms 3 ms 3 ms 87.245.229.205 <-- Last stable hop
7 456 ms 512 ms 489 ms 87.245.232.233 <-- BOTTLENECK DETECTED
8 510 ms 505 ms 511 ms 80.81.192.239
9 * * * Request timed out.
10 * * * Request timed out.
Interpretation:
Spike: The latency spikes from 3ms to nearly 500ms at Hop 7.
The Point of Failure: The IP address
87.245.232.233is where the network congestion begins. Because the subsequent hops (9 and 10) time out completely, the Agent will be unable to maintain a heartbeat with the Teramind server.Next Step: Share this log with your Network Administrator to investigate that specific IP address/node.
3. Historical Proof (Event Viewer)
The Windows Event Viewer can provide historical proof if the entire computer lost internet access at the same time the Teramind Agent disconnected.
1. Open the Event Viewer application.
2. From the panel on the left, navigate to: Applications and Services Logs > Microsoft > Windows > UniversalTelemetryClient > Operational item from the list on the right-side panel.
3. From the Action menu on top, select Filter current log... option (note that, you may have to click on the Operational window to make it active. Otherwise, you may not see the filter option).
4. Enter 55 in the <All Event IDs> field to filter only the internet connectivity items:
5. In the General tab it will show "Is the Internet available: false" every time the internet drops:
6. Analyze Results:
* "Is the Internet available: true": The network was fine; the issue may be Agent-specific.
"Is the Internet available: false": Proof that the local network or ISP failed, causing the Agent to disconnect.
macOS Troubleshooting
Step 1: Use Traceroute
The macOS version of Tracert identifies network bottlenecks similarly.
1. Open Terminal.
2. Type: traceroute -n <your_instance_address/IP> (e.g., tracert -d acme.teramind.co).
3. Look for any jumps from low values (e.g., 10ms) to high values (e.g., 500ms).
Step 2: Test Port Connectivity (Netcat)
Use the ncat (nc) command to verify if the Teramind server is accepting traffic on the port (e.g., 443).
1. In Terminal, type: nc -zv <hostname> <port>.
2. Analyze Results:
Succeeded!: The port is open.
Connection Refused/Timeout: A firewall or ISP is blocking the traffic.
Summary Checklist
Tool | Purpose | Primary Indicator of Failure |
Ping | Basic Heartbeat | High Latency (>150ms) or Packet Loss. |
Tracert | Route Path | A specific IP address showing a "spike" in ms. |
Event Viewer: Event ID 55 | Historical Context | Log showing "Is the Internet available: false". |
Netcat (nc) | Port Inspection | "Timeout" or "Refused" on Port 443. |