---
title: "What are common errors shown in the Agent Log and how do I fix them?"
url: "https://dm0bkdes5q7a2ls.productfruits.help/en/article/3323dd2b-69f4-4f44-a2c1-08566ac46299"
language: "en"
last_updated: "2026-04-29T20:23:17.763Z"
---

# What are common errors shown in the Agent Log and how do I fix them?

This article describes the most common errors you may encounter and the logical steps used to resolve them.

In **Spirion Sensitive Data Platform (SDP)**, errors in the Agent Log generally fall into 3 categories based on the "log family" they belong to:

1.  **EPS** (Connectivity)
2.  **IDF** (Scanning)
3.  **IFS** (Shipping).

Here are the most common errors you will encounter and the logical steps to resolve them.

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## 1\. Connectivity & Registration Errors (EPS Logs)

These errors occur when the agent cannot communicate with the Spirion Console.

-   **Error:** `"Failed to connect to console"` or `"401 Unauthorized"`
-   -   **Cause:** The agent's registration token is invalid, or a firewall/proxy is blocking the connection to the Spirion SaaS URL.
    -   **Fix:**
    -   1.  Verify the agent host has outbound access to your tenant URL (e.g., `*.spirion.com`) on port 443.
        2.  Check if a proxy is intercepting the traffic; you may need to configure proxy settings in the agent's `App.config` or via the console.
        3.  If the agent was recently re-installed, delete the old agent record in the console and re-register using a fresh registration artifact.
-   **Error:** `"Heartbeat failed: Network unreachable"`
-   -   **Cause:** Transient network failure or the agent host has lost its internet/VPN connection.
    -   **Fix:** Ensure the host has a stable network connection. If the issue persists, check for local security software (AV/EDR) that might be killing the agent's outbound threads.

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## 2\. Scanning & Permission Errors (IDF/SystemSearch Logs)

These errors occur when the agent is active but cannot read the data it is assigned to search.

-   **Error:** `"Access Denied"` or `"UnauthorizedAccessException"`
-   -   **Cause:** The service account running the Spirion Agent does not have sufficient permissions to read the file, folder, or database table.
    -   **Fix:**
    -   1.  Identify the account running the "Spirion Agent" service (usually `LocalSystem` or a specific `Domain User`).
        2.  Grant that account **Read** permissions (and **Write** if remediation like Shredding is required) to the target directory or share.
        3.  For remote shares, ensure the account has both **NTFS** and **Share** level permissions.
-   **Error:** `"Network path not found"` or `"The device is not ready"`
-   -   **Cause:** The agent is trying to scan a remote target (like a file share) that is offline, or the DNS name cannot be resolved.
    -   **Fix:**
    -   1.  Ping the target from the agent host to verify connectivity.
        2.  If using a mapped drive (e.g., `Z:\`), switch the Target configuration in the console to use a **UNC path** (e.g., `\\Server\Share`), as agents often cannot see user-mapped drives.
-   **Error:** `"File is in use by another process"`
-   -   **Cause:** The file is locked by another application (like Excel or a backup tool).
    -   **Fix:** Spirion will automatically retry these files. If it happens constantly, consider scheduling scans during "off-peak" hours when fewer files are locked by users.

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## 3\. Result Shipping Errors (IFS Logs)

These errors occur when the agent has found sensitive data but cannot send the results to the console.

-   **Error:** `"Failed to ship results: 503 Service Unavailable"` or `"413 Request Entity Too Large"`
-   -   **Cause:** The results payload is too large for the network to handle in one "chunk," or the Spirion Ingress server is temporarily throttled.
    -   **Fix:**
    -   1.  The agent will automatically retry (this is the benefit of the Postgres-based queue).
        2.  If it fails consistently, check if your corporate firewall/WAF has a "Max Request Size" limit that is cutting off the upload.
-   **Error:** `"SSL/TLS Secure Channel Error"`
-   -   **Cause:** A proxy or firewall is performing "SSL Inspection" and replacing Spirion's certificate with a local one that the agent doesn't trust.
    -   **Fix:** Work with your network team to **exclude/whitelist** the Spirion URLs from SSL inspection.

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## 4\. Local Database/Queue Errors (Windows Only)

These are specific to the Windows agent's Postgres-based queueing architecture.

-   **Error:** `"Failed to connect to local database"` or `"Queue full"`
-   -   **Cause:** The local PostgreSQL service on the agent host has stopped, or the host has run out of disk space.
    -   **Fix:**
    -   1.  Check the Windows Services console and ensure the **PostgreSQL** service (used by Spirion) is running.
        2.  Verify the agent host has at least 5-10GB of free disk space.
        3.  **SME Tip:** If the local database is corrupted, you may need to stop the agent services, rename the `Data` folder in the Spirion ProgramData directory, and restart the services to "reset" the local queue.

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## Summary Troubleshooting Checklist

1.  **Check the Service:** Is the "Spirion Agent" service running?
2.  **Check the Path:** Can the Agent host "see" the Target (ping/UNC path)?
3.  **Check the Permissions:** Does the Agent's service account have "READ" access?
4.  **Check the Egress:** Can the Agent reach `*.spirion.com` on port 443?

If you see an error code not listed here, look for the **Correlation ID** in the log and provide it to Spirion Support; this us to trace the specific transaction through the entire SaaS pipeline.