Agent Status: AgentBAD - Workflow solution / Deactivation - Reactivation

Agent Status: AgentBAD - Workflow solution / Deactivation - Reactivation

Encountering errors can be frustrating, but we're here to help you resolve them quickly and efficiently. This guide will walk you through the steps to troubleshoot and fix the "Agent: Bad" error, which occurs when the activation process is not completed correctly.

The "Agent: Bad" error typically occurs due to one of three reasons: the activation code does not exist (or is misstyped), the activation code was not accepted, or there are no available licenses to add a new agent. Here’s how to resolve it:

Step 1

Check for available licenses: Ensure you have available licenses by checking your dashboard.

Workflow link: Licenses Dashboard

If no licenses are available, you have two options:

Option 1: Remove agents to free up licenses

You can do this yourself: 

Workflow link: Deleting an Agent: Step-by-Step Instructions

Or contact support to remove licenses in bulk. This option is valid if agents have not logged into the platform for a certain period. We can remove agents who have not connected in 120, 90, 60, or 30 days. Contact support specifying the rule (e.g., agents not connected in 30, 60, 90 days, etc.).

Option 2: Upgrade your license package. 

Contact us to get details about the next package in your deal and proceed with the upgrade.

Step 2

Deactivate and Reactivate: If licenses are available, you will need to deactivate and then reactivate the agent. This will restart the activation process and should correct the error. This process is done on the device and can be performed directly in the app or via script

Option 1: Directly in the app

Workflow link: Deactivate and activate an agent (Windows App)

Option 2: Via a script

Run a command prompt (batch)

•            cd “C:\Program Files (x86)\Invarosoft Pty Ltd\itsp.windows\bin”

•            itsp.windows.service.exe deactivate

Wait for 45 seconds

•            cd “C:\Program Files (x86)\Invarosoft Pty Ltd\itsp.windows\bin”

•            itsp.windows.service.exe activate [ACTIVATION_CODE]

Remember, you can find the specific client's activation code by going to Clients > Clients: 

Workflow link: Find the Client List - Obtain an activation code

Important Note:  If your device is not Windows, the deactivation should be done as follows

Workflow Link: Deactivation Mac and Mobiles

By following these steps, you should be able to resolve the "Agent: Bad" error and continue using the app without further issues. If you encounter any additional problems, please don't hesitate to reach out for further assistance. We're here to support you every step of the way!

* Remember that after the error is resolved and the app indicates that the agent is correctly activated, you must authenticate the user to allow access. Check the authentication process here: 

- Information about authentication methods (informative file):Authentication

- How to manually authenticate a user from the portal via Agents > Agents (workflow): How to Authenticate a User

- Authentication with Winmap from the portal (workflow): How to Assign a User in Winmap

- Authentication for non-Windows devices (informative file): Authenticate Mac or Mobiles