Troubleshoot: Spirion Agent is installed but not visible on the Agent Management page
1. Wait for initial registration
A newly installed Spirion Agent may take about 5 minutes to automatically register and become available.
Check the following:
- Installation finished successfully
- At least 5 minutes have passed
- You refreshed the page after waiting
2. Remove UI filtering as a cause
On the Agent Management page do the following:
- Switch to All Agents
- Clear any search text
- Check the correct agent type filter
- Expand any parent agent rows
A common cause is that the agent exists but is hidden by filter state or collapsed hierarchy.
3. Confirm you are looking for the right object
Make sure the item you expect to see is actually how Spirion Sensitive Data Platform represents it.
Check whether:
- It should appear as an Agent
- It should appear as a child Agent
- It should appear as a Target/endpoint under an Agent
Sometimes the installed endpoint is nested under a parent row rather than shown as a top-level item.
4. Confirm the Agent registered to the correct Spirion Sensitive Data Platform environment
Verify the installer/registration package used on the endpoint was meant for the environment you are viewing.
Check the following:
- Correct registration keys/package were used
- The Agent was not installed against another Spirion Sensitive Data Platform Tenant/environment
- The console/environment URL is the intended one
Wrong-environment registration is one of the most common reasons an apparently successful install never shows up where expected.
5. Confirm the Agent process/service is actually running
On the endpoint, verify the Agent is running after installation.
Check the following:
- The Spirion Agent service/process started
- It stayed running
- It is not stopped, crashing, or disabled at startup
If the process is not running, the Agent cannot register or heartbeat.
6. Confirm the platform is receiving heartbeat
The docs indicate the platform tracks Last Heartbeat, and heartbeats are normally recorded every 5 minutes.
Check for evidence that the following has happened:
- The Agent successfully connected at least once
- Heartbeat is current
- The Agent is not stale or unreachable
If there is no heartbeat, focus on startup, registration, and connectivity.
7. Confirm registration actually succeeded
Do not assume “installed” means “registered.”
Check the following:
- Installation completed without registration errors
- Registration keys were valid
- License/registration prerequisites were present
- The endpoint was accepted by the environment
If registration failed, the Agent may never become available on the Agent Management page.
8. Check licensing/registration prerequisites
The Spirion Sensitive Data Platform setup flow expects the following:
- Agent license
- Registration keys
- Check the following:
- The license material used was valid
- The registration package was current
- Nothing expired, mismatched, or was omitted
9. Check endpoint-to-platform connectivity
If the Agent cannot reach the Spirion Sensitive Data Platform services, it may install locally but never appear centrally.
Check the following:
- DNS/network path to the Spirion Sensitive Data Platform environment
- Firewall/proxy restrictions
- TLS/certificate trust issues
- Whether outbound communication from the endpoint is blocked
Typical symptom:
- Service runs locally, but no registration or heartbeat reaches Spirion Sensitive Data Platform
10. Check whether the Agent is appearing with an unexpected status
If the Agent appears briefly or under another view, note the Agent's status:
- Offline
- Updating
- Monitoring
- Idle
- Scanning
An Agent stuck in an "Offline" or "Updating" state may indicate partial registration, startup failure, or communication issues. See Agent Status for more information.
11. Verify the install actually matches the endpoint type
Confirm the installed package is the right one for that machine and use case.
Check the following:
- Correct agent package for the endpoint
- Install was not incomplete or corrupted
- Version is appropriate for the environment
A bad or mismatched install can fail before the agent becomes visible.
12. Check whether permissions are hiding visibility
Check your specific Spirion Sensitive Data Platform user role configuration - this can limit what you can see on the Agent Management page:
Verify the following:
- Your user account has permission to view all relevant Agents/endpoints
- Another admin sees the same result
- Role-based scoping does not exclude that Agent/endpoint
13. Re-check Tags, hierarchy, and Target association
Even though this is the Agent Management page, related organization can affect where you expect to see it.
Check the following:
- Whether the endpoint is under a different grouping than expected
- Whether the endpoint/Agent is associated with an unexpected parent/container
- Whether naming conventions make the endpoint/Agent easy to miss in search
14. Use a known-good comparison
Compare the missing Spirion Agent with a working Agent that does appear on the "Agent Management" page.
Compare the following:
- Registration method
- Package source
- Environment
- Service status
- Heartbeat behavior
- Version
- Endpoint network location
Differences typically point to the cause faster than checking the failed install in isolation.
Fast Triage Summary
The highest-probability causes are as follows:
- Not enough time has passed since install
- Filter/search/collapsed hierarchy is hiding it
- Wrong environment or wrong registration package
- Agent service/process is not running
- No heartbeat due to connectivity or registration failure
- License/registration prerequisites are invalid or missing
Best next evidence to collect
If you want the fastest diagnosis, gather the following:
- Time since install
- Whether "All Agents" is selected
- Whether search is cleared
- Whether the Agent service/process is running
- Whether the endpoint can reach the SDP environment
- Whether the installer used the correct registration package/environment
- Whether any heartbeat or registration event is visible