(Agent‑based PNs) Troubleshoot Connection Problems Use the following table to troubleshoot connection problems with agent‑based PNs as reported by the onQ Portal. This tables lists the most likely causes first; therefore, verify the possible causes in the order that they are listed. Symptom: PN’s Connection Status icon is red Why? What should I do? PN is down. Bring up the server. onQ Service is not running Restart the service. Go to (Agent‑based PNs) Restart the onQ Service. PN’s IP address or hostname changed. Update IP address and hostname. See Manage hosts. System time on the PN is not synchronized with the onQ Appliance. If you’re currently installing, this red icon appears 180 seconds into the installation process or 5 minutes after installation. If you’ve successfully deployed and the PN and the onQ Appliance subsequently become unsynchronized, a missing padlock appears next to the PN, in addition to this red icon. You have a few choices. Go to Synchronize system time. UDP port 5990 and TCP ports 5000 and 5990 are not open on the PN. Verify that you performed this step during enrollment: Step 6: Enroll protected nodes. Certificate is corrupt. Regenerate and reinstall the certificate. See Secure connection to PNs. DNS Server is down. Bring up DNS Server. Add host. See Manage hosts.
