Dealing with Device Status Inconsistencies

How do I fix a device constantly showing a status of Rebooting or Refreshing?

My device is known to be online, but the Automox console is showing it as rebooting status still.

Answer

A good first step for any status mismatch between the device and the console is to look at the agent service status on the device and start/restart it.  

Here are the steps to take for the device being "stuck" in the improper status; the majority of steps will need to be done from the device itself rather than from the Automox console:

Rebooting Status

This status persisting on a device known to be online indicates a reboot command that has not gotten a response from the agent as to the command’s status yet.

1. Restart the agent service on the device from an elevated command line or terminal:
   • net stop amagent (wait ~10 seconds then)
   • net start amagent
     
     
     • Linux: sudo service amagent restart
     • macOS: sudo launchctl kickstart -k system/com.automox.agent
     • Windows:
       
       
2. Refresh the console view after a few minutes, continue if status has not changed.
3. Contact the Support team with the device information (Name and Device ID) as the issue is now likely to be on the Automox side for correction.

Refreshing Status

This status is generally indicative of a device in the middle of a scan sequence waiting for the agent to report updated information back to the console. Depending on this device, it may be typical for this status to persist for a while before completing. Starting a new scan will likely not have any change in status as the agent was already working on one.

1. Verify that the agent service is running on the device
   • If it isn’t, this might be the cause as the agent hasn’t been able to send back any responses from the commands executed.
2. Restart the agent service
   • net stop amagent (wait ~10 seconds then)
   • net start amagent
     
     
     • Linux: sudo service amagent restart
     • macOS: sudo launchctl kickstart -k system/com.automox.agent
     • Windows:
       
       
3. If there is no change in status after ~3 minutes, there is or was a communication break between the agent and the console. Contact the Support Team with the following information:
   • Device Name/ID
   • Agent log file from the device (Location per OS can be found in this article - Location of Files Required By Automox)