--- title: "Troubleshoot: Spirion Agent is installed but not visible on the Agent Management page" url: "https://dm0bkdes5q7a2ls.productfruits.help/en/article/troubleshoot-spirion-agent-is-installed-but-not-visible-on-the-agent-management-page" language: "en" last_updated: "2026-10-14T14:20:35.481Z" --- # Troubleshoot: Spirion Agent is installed but not visible on the Agent Management page This article provides a troubleshooting checklist to perform if you have one or more Spirion Agents installed but they do not appear 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**](https://dm0bkdes5q7a2ls.productfruits.help/en/article/working-with-agents-overview#agent-management-page) 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 Spirion Sensitive Data 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](https://dm0bkdes5q7a2ls.productfruits.help/en/article/working-with-agents-overview#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: 1. Not enough time has passed since install 2. Filter/search/collapsed hierarchy is hiding it 3. Wrong environment or wrong registration package 4. Agent service/process is not running 5. No heartbeat due to connectivity or registration failure 6. 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