Issue

The task window shows  "The agent is disconnected" message in the BDRCloud server console, preventing successful backups and communication between the endpoint and the BDRCloud server.

Cause

This issue may occur due to several reasons:

1. The BDRCloud Delegation Service on the endpoint is not running.
   
2. The designated port (42005) on the endpoint is not listening.
   
3. Incorrect Server IP/DNS Name configuration in the endpoint's `ephost.conf` file.
   
4. Network connectivity issues between the BDRCloud server and the endpoint.
   
5. Improper reinstallation of the BDRCloud Delegation Service without removing previous service entries.
   
6. Insufficient user account privileges for running the BDRCloud Delegation Service.
   

Solution

1. Check BDRSCloud Delegation Service 

1. Open 'Services.msc' on the endpoint machine.
   
2. Ensure that the 'BDRCloud Delegation Service' is running. Start the service if it is not running.
   

2. Verify Port Listening State

1. For Windows Server and Endpoint: : Open Command Prompt and run:
   

netstat -an | find "42005"

1. For Linux Server and Endpoint: Open a terminal and execute:
   

 netstat -an | grep "42005"

3. Check Server IP/DNS Name in Endpoint Configuration  

1. Verify the Server IP or DNS Name in the `ephost.conf` file on the endpoint:
   

1. File Location: 'C:\Program Files\BDRCloud\BDRCloudDelegationService\'
   

1. If incorrect, update the configuration. For BDRCloud, the DNS name should be "backup1.bdrcloud.com".
   

4. Ensure Network Connectivity between Server and Endpoint

For Windows Server and Endpoint: Test network connectivity using PowerShell:

Test-NetConnection -ComputerName ServerIP/DNS Name -Port 32004

Example: `Test-NetConnection -ComputerName X.X.X.X -Port 32004`

For Linux Server and Endpoint: Test network connectivity using following commands

telnet <ServerIP/DNS Name> 32004

nc -zv <ServerIP/DNS Name> 32004

Note: The Network connectivity check has to be performed in the endpoint agent machine. For BDRCloud, the DNS name should be "backup1.bdrcloud.com".

If the connection fails:

1. Ensure inbound rules on the endpoint's firewall allow traffic on port 32004.

5. BDRCloud Delegation Service Reinstallation

1. If the endpoint service was uninstalled, then remove its entries from the BDRCloud server ("Datasources -> Servers & Endpoints") before reinstalling the same agent.
   

6. Verify User Account Privileges  

1. Ensure that the BDRCloud Delegation Service runs with the correct user account privileges.
   

Conclusion

By systematically checking and addressing the potential causes, you can resolve the issue of the endpoint agent showing a disconnected status in the BDRCloud Server console. Ensuring proper service operation, correct configurations, and network connectivity will restore communication between the endpoint and the BDRCloud server.  Once the agent status is active, the tasks (backup,restore..etc..) will be fetched and processed by the backup agents