The device is not reported in Saner CVEM console even after agent installation

Overview

This article outlines the troubleshooting steps to follow if a device does not appear in the Saner CVEM console even after successfully installing the agent. This could be due to subscription issues, expired accounts, or network-related problems.

Troubleshooting Steps

1. Check Subscription Availability

• Go to the Control Panel in the Saner CVEM console.

• Select the appropriate Organization.

• Verify if a valid subscription is available for agent activation.
  
  Note: If no subscription is available, new agents will not be activated.
  
  

2. Verify Account Expiry

• Still in the Control Panel, check the expiry date for the organization’s subscription.

• If the subscription has expired, it will be marked in red.

• If active, the expiry date will be shown in years and days remaining.
   

3. Review Agent Logs

If the subscription is active and valid, review the agent logs on the device for further insights:

For Windows:

• Path:
  C:\Program Files (x86)\SecPod Saner\Agent\<version>\logs\
  Example:
  C:\Program Files (x86)\SecPod Saner\Agent\6.4.1.1\logs\
  
  Note: The folder name will vary based on the installed agent version.

For Linux and macOS:

• Path:
  /var/log/saner

• Open the file named spsaneragent.log to identify potential root causes or errors.

4. Check Network Connectivity

If you observe SSL or network connection errors in the log file, verify the device's connectivity to the Saner CVEM server.

Run the following commands:

• For cloud setup:

  curl -v https://saner.secpod.com 
  ping saner.secpod.com
  

• For on-premise setup (replace with your server URL):

  curl -v https://<Saner_CVEM_URL> 
  ping <Saner_CVEM_URL>
  

Note: If connectivity issues are detected, check for firewall restrictions or antivirus software that may be blocking access. Ensure that the Saner CVEM URL is whitelisted in your environment.

Need Further Assistance?

If the issue persists after completing the above steps, please contact our support team at support@secpod.com. Include the following details to expedite the troubleshooting process:

• The agent log file (spsaneragent.log)

• Any relevant screenshots

• A summary of troubleshooting steps already performed