Troubleshooting SecPod Saner Agent Issues (Agent Not Scanning or Offline)

Purpose:
This article provides a step-by-step guide to help troubleshoot common issues with the SecPod Saner Agent, such as the agent not scanning or appearing offline.

Issues:

• Agent is not scanning

• Agent is showing offline in the console

Troubleshooting Steps:

Step 1: Log into the Affected Device

• Access the system where the agent is reported as not scanning or showing offline.

Step 2: Check Agent Service Status

• Open the Services console (services.msc).

• Locate SecPod Saner Agent.

  • If the service is not running, right-click and select Start or Restart.
    
    

Step 3: Verify Registry Configuration

• Open Registry Editor (regedit).

• Navigate to the following path:
  Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\SecPod\SecPod Saner

• Check the values for:

  • Display Version

  • Install Location

• Ensure the Install Location path ends with the same version as shown in Display Version.

  • If it doesn't match, update the Install Location manually.
    
    
    

Step 4: Restart the Agent Service

• Go back to the Services console and restart the SecPod Saner Agent.

Step 5: Check the Status File (If Agent Shows Offline)

• Navigate to the following path on the device:
  C:\Program Files (x86)\SecPod Saner\Agent\<version>\conf
  (Replace <version> with the actual agent version, e.g., 6.4.1.1)

• Locate the file named status.ini.
  (Ex:- .ini file (it doesnt mean it will be the same ))
  
  

Step 6: Rename the Status File

• Stop the SecPod Saner Agent service.

• Rename status.ini to statusrename.ini.

• Save changes and restart the SecPod Saner Agent service.

Step 7: Still Facing Issues?

If the issue persists after performing all the above steps:

• Collect all log files from:
  C:\Program Files (x86)\SecPod Saner\Agent\<version>\logs

• Send the log files to support@secpod.com for further analysis.

Additional Notes:

• Always ensure the agent is installed with the correct version and matches the registry configuration.

• Administrative privileges are required to perform some of the above actions.