Resilio Agents don't connect to Management Console

Overview

If you installed Resilio Management Console, and followed the steps to connect agents to it, but still do not see your agents on the Clients tab, follow these steps to troubleshoot:  

Step 1. Check that Resilio Agent process is running. 

• OS X:  Open Activity monitor and search for "Resilio Connect Agent" process. 
• Windows:  Press "Win+R" key combination, type services.msс. In the list of services search for "Resilio Connect Agent Service" and make sure it's running. Try restarting it. 
• Linux: In Terminal, run command ps aux | grep agent. You will see a process ./rslagent --config sync.conf running.

Step 2. The process is running, but still Agent doesn't connect: check that they are using agent config and connect to the right MC.

If Agents are not supposed to use configuration file,  go to step 4.
Check the following directories for sync.conf file and :
OS X: /Users/<username>/Library/Application Support/Resilio Connect Agent
Windows: C:\Program Files\Resilio Connect Agent
Linux: the process shall run with --config sync.conf argument as mentioned above.

If the config is missing, re-download it from Management Console again.  

Step 3. Config is present and being used by agent: check the config content itself.

Verify two things:

• Console's address, bootstrap token and Certificate fingerprint are correct. Compare those in config to those on Management Console UI -> Settings.
• JSON format validity, either run it through a json validator or visually check it.

Step 4. The process is running, the Agent shall connect through IP (not configuration file). 

Check the following: 
 - the address of the Management Console is correct in Agent UI (Windows and OS X) or in the --server argument (Linux)

 - the Agent is in "pending approval" list. 
- perhaps, the Agent had been removed from MC or declined previously. See here to learn how to proceed.

Step 5. Configuration file or the IP address are correct: check network between agents and Management Console.

Make sure that involved ports and protocols are properly configured and not-blocked. Allow this traffic through your firewalls. If you use Console's DNS name in agent's config, verify that it resolves to an available IP address for this agent.  

Can be done using netcat, which must be pre-installed. On MC side setup netcat to listen on port 8444. Stop MC and run the command
Windows: nc -L -p 8444
Linux:  nc -l -p 8444

On the Agent’s side setup netcat to initiate connection, run the command
WIndows:  nc.exe <ip> 8444
Linux/Mac: nc <ip> 8444

where <ip> is MC’s lP address or DNS name.

Try and send a text from agent to MC. At the same time netstat will show established connection on port 8444. Use Ctrl+C (Cmd+C) to abort connection

Another test, on all platforms,  can be done with telnet on Agent’s side, where <ip> is MC’s lP address
telnet <ip> 8444

Step 6. Everything is correct and the network does not block connection

If you know it's not a clean installation, the Agent might had been removed from the MC previously. It won't be able to reconnect again. See here for more details about reconnecting such agents. 

If neither of the tips helps, please manually collect logs from the Agent and the Management Console using this guide.