Agents tab may show Last heard from state as Never for Windows Server 2016 agents

Agents tab may show “Last Heard From” state as “Never” for Windows Server 2016 or 2019 agents

If a policy is configured with Windows Server 2016 or 2019 backup targets, and Application-consistent backup is enabled but the Agents tab shows the instance’s Last Heard From state as Never,  please RDP to the agent server and check the following:

  • Open the Thin Agent’s logs folder (located in the agent’s installation folder) and search for entries like this in the cpm_agent.log file: 
find_and_set_instance_id(remote_agent.pyo:<line number>)  Failed to acquire instance id at try number <1-200> of 200 (exception: <urlopen error [Errno 10060] A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond>)
  1. If you find  this message,  open an internet browser (Firefox, Chrome etc.) and paste the following url: 
  2. It should return the instance id - something like:  i-012345dfssw56.
  3. If you didn’t receive the instance id in return, please review this AWS document, which may help you to resolve the metadata issue:

If you are unable to resolve the metadata issue after troubleshooting according to the above link, please contact AWS Support for further assistance.