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>)

If you find this message, open an internet browser (Firefox, Chrome etc.) and paste the following url: http://169.254.169.254/latest/meta-data/instance-id
It should return the instance id - something like: i-012345dfssw56.
If you didn’t receive the instance id in return, please review this AWS document, which may help you to resolve the metadata issue:

https://aws.amazon.com/premiumsupport/knowledge-center/waiting-for-metadata/

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