Track or Change the Devices which Report to Aternity (Agent Administration)

Administrators can use the Agent screen to track or change the devices whose Agent for End User Devicess are actively reporting to Aternity, to ensure that the pool of monitored devices is comprehensive and up to date.

For example, you can target updates of the Agent for End User Devices by filtering the Version column to find all devices which are running older versions of the Agent. You can also see if any devices are disconnected, and troubleshoot the possible causes, so they can rejoin the set of monitored devices.

Track the distribution of Agents reporting data
Important

This screen displays a live view of the Agent statuses in the enterprise, but you must refresh it manually to view the current status.

This screen only displays Agents that have reported to Aternity within the past week.

Procedure

  1. Step 1 Open a browser and sign in to Aternity.
  2. Step 2 Select the Gear Icon > Agent Administration.

    View the monitored devices and their status.

    Field Description
    Type

    Displays the type of monitored device as an icon.

    OS

    Displays the generic name and version of the operating system (like MS Windows 10, MS Windows Server 2008 R2, MacOS 10.3, iOS 10 or Android 6).

    Hostname

    Displays the hostname of the monitored device. View it in the Windows Control Panel > System > Computer Name, or on Apple Macs in System Preferences > Sharing > Computer Name.

    (Mobile) Displays the Device Name field. You can customize the hostname of iOS or Android devices running your enterprise's app, so device names appear in the dashboards with a consistent naming policy. For example, you can dynamically assign the device name according to the enterprise username of the app.

    IP Address

    (Windows, Mac) Displays the device's internal IP address (including IP v6 if the device runs Agent 10 or later) which it uses to connect to Aternity.

    (Mobile devices) Displays the IP of the WiFi connection if the device is reporting data via WiFi.

    Subnet

    Displays the device's subnet configuration used to connect to Aternity (including IP v6 if the device runs Agent 10 or later).

    (Business) Location

    Displays the current geographic location of the device.

    If Aternity uses site-based location mapping, it reports the location as Off-site when the device is not connected to the Microsoft Active Directory. For legacy location mapping, if it cannot determine the location name, it reports it as Not Mapped. A mobile device with no location name reports as Off-site if it is on 3G or 4G/LTE, or Not Mapped if it is on WiFi.

    On virtual deployments (virtual applications like Citrix XenApp and virtual desktops like Citrix XenDesktop), Aternity always tries to report the location of the end user's front-end device by detecting its subnet.

    Username

    Displays the username signed in to the device's operating system.

    Version

    Displays the version number of the Agent for End User Devices running on this device.

    Log Level

    Displays the level of detail of the log files which the Agent generates as it monitors the device. As part of troubleshooting issues with the Agent, Customer Services may request to temporarily raise the log level.

    Health

    Displays whether the Agent stops itself because it detects unexpected errors or resource consumption. Possible values are:

    • Healthy (green) indicates the Agent is functioning properly.

    • Unhealthy (red) indicates the Agent has stopped monitoring because it consumes unusually high resources (user experience risk), or it reduced monitoring because it dropped some measurements (losing data) due to slow performance.

    • Unknown (gray) indicates that the Agent has never successfully sent its status, never completing its initial report of device attributes.

    State

    Displays more information about why the Agent on a device has a Connection of Stopped. Possible values are:

    • Active indicates the Agent is functioning properly.

    • Stopped indicates that an Aternity administrator used this screen to remotely stop the Agent on this device. You can remotely start it again from here (see below).

    • Self-stopped indicates that the Agent itself detected unexpected errors or unusually high resource consumption and shut itself down. You can remotely start it again from this screen (see below).

    • Disabled indicates an Aternity administrator used the legacy version of this screen to disable this Agent. This functionality is not available on this screen. You cannot enable remotely; you must access the device and start the Agent processes and services locally there.

    • Pending Approval only occurs if you configured the Agent's initial state to be Pending Approval in (Aternity on-premise only) the Gear Icon > Settings > Basic Settings > Provisioning > Agent Initial State.

    Connection

    Displays the current state of the Agent:

    • The status of a device is Reporting if Aternity is actively receiving monitoring data from that device.

    • (For Windows and Macs) The status of a device is Disconnected if Aternity has not received monitoring data for more than five minutes from this device, but it has received data within the last 7 days. This could be caused by powering off the device (may be company policy to switch off every night), or it may not have a license to report to Aternity, or it could point to a problem with the device, like no network connection.

      When the Agent is disconnected, it locally stores up to 50 minutes of retention data in offline mode, and then sends it when it renews its connection.

    • (For Windows and Macs) The status of a device is Stopped if its Agent behaves unusually (like high CPU or memory usage), and therefore it automatically shuts down. Contact Customer Services. (For mobile devices) Aternity Mobile reports a status Stopped when it does not collect performance data, but can still receive commands from the Aggregation Server.

    • (For monitored mobile apps only) The status of a device is Not Reporting if Aternity has not received monitoring data from this mobile device for at least 10 minutes. This could happen if the device is shut down, or the device has no network data connection, or the mobile app is running in the background or is not running at all.

  3. Step 3 To remotely stop or start an Agent reporting to Aternity on a specific device, select the row's context menu on the right > Start or Stop.
    Remotely start or stop a device's Agent reporting to Aternity
    Field Description
    Start

    Select to remotely start a device's Agent whose State is Stopped or Self Stopped. An Agent will only stop or start when it connects to Aternity, which may result in a delay.

    Stop

    Select to remotely stop an Agent on a device reporting to Aternity. An Agent will only stop or start when it connects to Aternity, which may result in a delay.

    Use this option to free up some licenses from one set of devices to allow another set to report to Aternity. Also, in rare cases, disable an Agent to remove it from the list of possible causes of a problem on a device.

    Device Details

    Select to open the Device Details dashboard for this device, to view a comprehensive list of its attributes (learn more).

    Troubleshoot Device

    Select to open the Troubleshoot Device dashboard for this device, to view important attributes and measurements designed to help troubleshoot problems remotely (learn more).

  4. Step 4 Filter the display by selecting the filter icon where it appears at the column heading.

    For example, you can filter the list by the version of the Agent, its connection status, operating system, location and so on. You can apply multiple filters to list exactly the Agents you need.

    Use filters to create a group of Agents to which you can apply Start All or Stop All.

    Use filters to select what data you display
  5. Step 5 To start or stop a group of Agents, apply a filter, then select Start All or Stop All.

    You stop or start all the Agents in the group that you defined with the filter, including all those in subsequent pages of this screen.

    An Agent will only stop or start when it connects to Aternity, which may result in a delay.

    Start or stop a group of Agents