Device Status Shows Disconnected, But I'm Logged In

Troubleshooting Devices Showing “Disconnected” in the Automox Console

Applies to: Windows, macOS, Linux
Audience: Admin
Prerequisites: Local admin or sudo privileges on the device; network access to Automox services

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Issue

You’re signed in, but your device shows Disconnected in the Automox console. This usually indicates the local Automox agent service isn’t running or can’t reach the cloud.

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Environment

• Automox agent (current supported versions)

• Windows 10/11, Windows Server 2016+

• macOS 12+

• Linux distributions using systemd or init-style service management

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Resolution

Step 1: Confirm the Symptom

1. Open the Automox console and verify the device status is Disconnected.

2. On the affected device, check whether the local agent service is running.

💡 Tip: Capture the exact time you checked status; it helps correlate with logs.

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Step 2: Restart the Automox Agent Service

Windows

Option A: Task Manager

1. Press Ctrl+Shift+Esc → Services tab.

2. Find Automox Agent (service name: amagent).

3. Right-click → Start (or Restart if available).

Option B: Command Prompt (Run as Administrator)

 

macOS

 

Linux

systemd

init/service

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Step 3: Verify Connectivity

1. Confirm the device has an active internet connection.

2. If you use a proxy, SSL inspection, or strict egress rules, ensure the agent can reach Automox services over HTTPS (TCP 443).

3. If a VPN is in use, retest with VPN connected and disconnected to rule out split-tunnel or DNS issues.

  Additional Connectivity Checks

• Check DNS resolution:
  Run one of the following commands to ensure the device can resolve Automox domains:

  nslookup api.automox.com

  curl -I https://api.automox.com

  You can also open https://api.automox.com in a browser — you should see OK if the connection succeeds.

  The amagent.log may show DNS errors such as:

  lookup api.automox.com: no such host

  lookup rtt.automox.com: no such host

  These errors often occur when a VPN connection is flapping or DNS is misconfigured.

• Check firewall and EPP software:
  Ensure your security tools or endpoint protection aren’t blocking the agent connection.

  • Firewall Allowlisting Rules

  • EPP Trust Listing Guidance

  An indication of blocking is the log message:
  "An established connection was aborted by the software in your host machine."

• Check for interference from network tools:
  Network-layer filtering by Cisco Umbrella/AnyConnect, Cloudflare, Palo Alto, ZScaler, or proxy configurations can cause disconnects.
  Try process-of-elimination testing — disable one tool at a time and check if the agent connects successfully.

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Step 4: Validate Device Association

• Check Access Key validity:
  In amagent.log, confirm the device has the correct Access Key.

  • Access Key errors will show in the log with a message of access key is missing or invalid

  • If the device was deregistered, the Automox service may continue running locally, but it won’t associate with your organization.

  • If logs show successful check-ins while the console shows “Disconnected,” the device may be reporting to another org in your account.

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Step 5: Check for Duplicate Devices

If a device is missing entirely (not just offline), it may have a duplicate record:

1. Open amagent.log and locate the line containing:

   performing checkin with device UUID

   Example: device_uuid="xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx"

2. In the Automox console, search for this UUID in Device Explorer → Devices.

3. If another device is checking in with the same UUID, remove the duplicate and re-enroll the correct device.

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Step 6: Recheck Device Status

• Wait 1–2 minutes, then refresh the device page in the console.

• If still disconnected, proceed to reinstalling the agent or reaching out to Support.

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Reference

• • Agent Command Line Guide – full list of agent service commands, logs, and flags

  • Firewall Allowlisting Rules

  • EPP Trust Listing Documentation