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 a port test instead: Test-NetConnection on Windows or nc on macOS and Linux.
Before You Start
The commands in this article use two placeholders. Replace them with your own values:
<server_IP>: The address your Agents connect to. For Cloud, use the server IP listed under My Account > Server & Port. If more than one is listed, test each one. For On-Premises, use the IP address or hostname of your Teramind server.<port>: For Cloud, use the port listed next to that server IP. For On-Premises, test both10000and443(or10000–11000for multi-node deployments).
Windows Troubleshooting
Step 1: Verify Port Accessibility
Before running diagnostics, make sure your computer can reach the Teramind server on the required ports. Check out the How to check if Teramind IP addresses, hosts, and ports are reachable article for detailed steps.
Cloud: The server IPs and ports listed under My Account > Server & Port. Each instance has its own server IP and port (e.g.,
203.0.113.10on port41840). Some instances have more than one server for load balancing, each with its own IP and port, so test all of them. Also checkrt.teramind.coandwww.teramind.coon port443.On-Premises: Ports
443and10000(or10000–11000for multi-node deployments) on your Teramind server.
To test a port on Windows, open PowerShell and type the following command:
Test-NetConnection <server_IP> -Port <port>
For example, if your server IP is 203.0.113.10 and your port is 41840, replace <server_IP> with 203.0.113.10 and <port> with 41840. If TcpTestSucceeded shows True, the port is open.
Step 2: Basic Connectivity Check (Ping)
Use Ping to check server availability and latency (the speed of the connection).
1. Open Command Prompt.
2. Type the following command:
ping <server_IP>
Use the server IP your Agents connect to (see Before You Start above). For example, if your server IP is 203.0.113.10, replace <server_IP> with 203.0.113.10.
3. Analyze Results:
Success: "Reply from..." with a time under 100 ms is ideal. Times between 100 and 150 ms are borderline.
Request Timed Out: Packets are being dropped. This indicates a poor connection or a firewall blocking ICMP. On Cloud instances, ping may be blocked even when the Agent connects normally, so rely on the port test in Step 1.
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 203.0.113.10
Reply from 203.0.113.10: bytes=32 time=38ms TTL=54
Reply from 203.0.113.10: 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 203.0.113.10
Reply from 203.0.113.10: bytes=32 time=42ms TTL=54
Reply from 203.0.113.10: bytes=32 time=612ms TTL=54 <-- SPIKE DETECTED Request timed out.
Ping statistics: Packets: Sent = 4, Received = 2, Lost = 2 (50% loss)
^ PACKET LOSS
Step 3: Identify 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 the following command:
tracert -d <server_IP>
For example, if your server IP is 203.0.113.10, replace <server_IP> with 203.0.113.10.
3. Analyze the Results:
Look for a dramatic increase (spike) in milliseconds (ms) or asterisks (*), which indicate dropped packets.
Example:
In the trace below, latency jumps between Hop 6 and Hop 7 and stays high at every later hop. Hops 1 to 4 (192.168.x.x) are the local network, so the slowdown starts outside it, at the ISP or an upstream provider.
>tracert -d 203.0.113.10
Tracing route to 203.0.113.10 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 jumps from 3ms to nearly 500ms at Hop 7 and stays high at every later hop.
The Point of Failure: The IP address
87.245.232.233is where the network congestion begins. A spike at a single hop that drops back down at the next hop is usually harmless, because many routers give low priority to traceroute replies.Timeouts: Asterisks (
* * *) alone don't prove a failure, since many routers don't answer traceroute at all. They point to a problem only when the trace never reaches the Teramind server IP.Next Step: Share this log with your Network Administrator to investigate that specific IP address/node.
Step 4: 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. In the left panel, go to Applications and Services Logs > Microsoft > Windows > UniversalTelemetryClient and select Operational.
3. In the Actions panel on the right (or from the Action menu at the top), select Filter Current Log.... If the option isn't shown, click the Operational log first to select it.
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 the following command:
traceroute -n <server_IP>
For example, if your server IP is 203.0.113.10, replace <server_IP> with 203.0.113.10.
3. Look for a jump from low values (e.g., 10 ms) to high values (e.g., 500 ms) that continues through every later hop.
Step 2: Test Port Connectivity (Netcat)
Use the nc (Netcat) command to verify that the Teramind server accepts traffic on the Agent port. See Before You Start above for the server IP and port to use.
1. In Terminal, type the following command:
nc -zv -G 5 <server_IP> <port>
For example, if your server IP is 203.0.113.10 and your port is 41840, replace <server_IP> with 203.0.113.10 and <port> with 41840. The -G 5 option stops the test after 5 seconds instead of waiting indefinitely.
2. Analyze Results:
Succeeded!: The port is open.
Connection Refused/Timeout: A firewall or ISP is blocking the traffic.
Linux Troubleshooting
Step 1: Test Port Connectivity
1. Open a Terminal.
2. Type the following command:
nc -zv -w 5 <server_IP> <port>
If nc isn't installed, use this command instead:
curl -v telnet://<server_IP>:<port>
For example, if your server IP is 203.0.113.10 and your port is 41840, replace <server_IP> with 203.0.113.10 and <port> with 41840.
3. Analyze Results:
Succeeded / Connected: The port is open.
Connection Refused/Timeout: A firewall or ISP is blocking the traffic.
Step 2: Use Traceroute
1. Type the following command:
traceroute -n <server_IP>
If traceroute isn't installed, use this command instead:
tracepath -n <server_IP>
For example, if your server IP is 203.0.113.10, replace <server_IP> with 203.0.113.10.
2. Look for a jump from low values (e.g., 10 ms) to high values (e.g., 500 ms) that continues through every later hop.
Summary Checklist
Tool | Purpose | Primary Indicator of Failure |
Ping | Basic Heartbeat | High latency (over 150 ms) or packet loss. |
Tracert / Traceroute | 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) / Test-NetConnection | Port Inspection | "Timeout" or "Refused" on your instance port (e.g., 41840). |