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