Overview
This article helps diagnose and resolve the issue where a device does not appear in the Saner CVEM console after installing the Saner Agent. Multiple factors can contribute to this issue, including network restrictions, license availability, unsupported OS, agent version mismatch, or antivirus interference.
Checklist: Possible Reasons and Recommended Actions
1. Verify Network Accessibility Requirements
Ensure the following network configurations are in place:
Outgoing HTTPS (port 443) from Saner Agent to Saner Server must be allowed.
WebSocket communication must be allowed.
Saner Agent must be allowed to upload
.zipfiles to the Saner Server.Whitelist the following URLs and IPs in your firewall or proxy:
For Global Platform:
IPs: 15.197.185.143, 3.33.186.66
For EU Platform:
If using a proxy server, ensure traffic to the above URLs is allowed in both directions.
2. Check for Valid License Allocation (Ensure you have admin credentials for the Saner CVEM console to check this)
Devices will not appear in the CVEM console if no valid license is available. Perform license checks at three levels:
a. Global Level:
Navigate to: Control Panel -> All Organizations
Check the total assigned vs available subscriptions (e.g., “27 Assigned Subscriptions / 3 Available Subscriptions”)
If no licenses are available, devices cannot register. You must either:
Free up licenses from inactive endpoints
Request additional licenses via your SecPod account manager
b. Organization Level:
Click edit on each organization tile corner (e.g., SecPod, Support)
Confirm whether the "Allowed Subscriptions" field shows availability (e.g., 4/4, 0/1, etc.)
If 0 out of total are available, new devices assigned to this organization will fail to onboard
c. Account Level:
Under the selected organization, go to Accounts
Edit the relevant account (e.g., “abc” or “xyz”)
Confirm the following:
Subscriptions are assigned
License are available
If any level has exhausted its quota or expiry is reached, devices will not sync to the console.
3. Ensure Agent Version Is Compatible with Target OS
Confirm that the agent installed is the latest version available on the portal.
Installing outdated agents may cause registration or sync failures.
Make sure the installed agent supports the OS version on the device.
Refer to the official list of supported operating systems and platforms here:
SecPod Supported OS Documentation
4. Antivirus/Endpoint Security Interference
Ensure antivirus programs are not blocking or quarantining Saner Agent files. Add the following paths and binaries to the antivirus exclusion list:
Windows Devices:
C:\Program Files (x86)\SecPod Saner\
Exclude binaries like:
spsaneragnt.exe,spscanmanager.exe,spagentwatchdog.exe, etc.
Linux Devices:
/usr/bin/spsaner.service
/var/saner
/usr/sbin/spsaneragent
/opt/saner (if Remote Access is enabled)
macOS Devices:
/usr/local/bin/spsaneragent
/var/saner
/opt/saner
/usr/local/lib/saner
AIX Devices:
/usr/bin/spsanerd
/etc/saner
/usr/lib/saner
/var/log/saner
Refer to the official document of Pre-requisites for Saner CVEM
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