| ITSupportPanel · Troubleshooting |
Fix the "AgentBAD" agent status
This guide helps you fix agent activation errors such as Agent: Bad, AgentDisabled or a failed activation. In most cases, checking your licenses and then deactivating and reactivating the agent solves the problem.
The error usually looks like this:
It typically happens for one of three reasons:
- The activation code doesn't exist or was mistyped.
- The activation code wasn't accepted.
- There are no licenses available to add a new agent.
| Check that you have licenses available |
Go to your Licenses Dashboard and make sure you have licenses available. If you don't, you have two options:
Delete agents yourself by following Deleting an Agent: Step-by-Step Instructions.
Or contact support to remove agents in bulk. We can remove agents that haven't connected in the last 30, 60, 90 or 120 days; just tell us which rule to apply.
Contact support to move to the next available license package.
| Deactivate and reactivate the agent |
Once you have licenses available, deactivate the agent and activate it again. You can do it in two ways:
Open a command prompt as administrator and deactivate the agent:
itsp.windows.service.exe deactivate
Wait 45 seconds, then activate it again, replacing ACTIVATION_CODE with the client's code:
itsp.windows.service.exe activate ACTIVATION_CODE
Not sure where to find the code? See Find the Client List: Obtain an activation code.
| Done.The agent is active again. The last step is to authenticate the user, so the agent is signed in as the right person: |
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