Why does my Windows Backup Agent appear offline?

The Windows® backup agent might appear offline in the Portal for multiple reasons. Follow the steps to rule out issues with firewall port settings, and the buagent process on the server.

Windows® agent shows as offline in Portal.

Possible firewall issue

Currently, at minimum, your servers must allow access to the 10.200.86.0/24 and 10.2.118.0/24 subnets for TCP ports 8086, 8087. If the port settings are incorrect, traffic is blocked, and the agent cannot communicate with the Portal.

Check firewall ports - 8086 & 8087. For more information, see Configuring Ports to allow communication between the backup agent and Cloud Backup Portal.

Establish a Remote Desktop connection to the offline Agent server.
Then, run one of the following commands to check the ports.
- Open CMD and run telnet to validate the connection. If TELNET is not yet installed, you can add the Telnet Client through the Add Roles and Features.
```
telnet cloudbackupregister.service.softlayer.com 8086
```
If the port is open, the CMD shows a blank screen. If the port is not open, CMD returns the following message.
```
Connecting to cloudbackupregister.service.softlayer.com… Could not open connection to the host, on port 8086: Connect failed
```
If so, you must contact your network team to update the firewall.
- If you don't want to install Telnet, you can use test-netconnection in Powershell.
  1. Open Powershell as Administrator.
  2. Enter the following command.
```
test-netconnection cloudbackupregister.service.softlayer.com -Port 8086
```
  If the port is open, the last line shows the following.
```
TcpTestSucceeded : True
```
  If the port is not open, TcpTestSucceeded equals “False”.
```
TcpTestSucceeded : False
```
  If so, you must contact your network team to update the firewall.

BUAgent isn't running

When the BUAgent process is no longer active on the server, the Window Agent appears offline in the Portal.

Restart the Carbonite EVault Server Backup BUAgent in Services.msc.

Establish a Remote Desktop connection to the offline Agent server.
Open Services.msc.
Restart the BUAgent service.
Refresh the page on the Portal webpage and see whether the Agent now shows “Online”.

If the previous steps don't work, pull up and review the most recent BUAgent-X.XLOG.

Go to the backup Agent folder.

C:\Program Files\Carbonite Server Backup\Agent\

C:\Program Files\Evault Software\Agent\

Find the name of the most recent BUAgent-x.XLOG. The file doesn't open with Notepad or WordPad. You must open the file with the LogViewer.exe in the Bin32 folder of the Agent install.
Right-click the most recent BUAgent-.XLOG and select open with.
Click More Apps, then click open with another application.
Scroll down and click Look for another app on this PC.
Select LogViewer.exe in the following Directory C:\Program Files\Carbonite Server Backup\Agent\Bin32. If it's an older Agent, the file might be under Program Files\Evault Software.
Review the log and determine the issue.

If your service plan covers it, you can get help by creating a support case.