Troubleshooting agent offline status

If a RocketCyber agent appears offline in the console, this indicates the platform cannot currently communicate with the agent. This article explains how to gather diagnostic information and submit it to Support for review.

IMPORTANT  An offline status does not always mean monitoring has stopped. In some scenarios, the agent service may still be running locally while connectivity to the RocketCyber cloud is interrupted.

Enabling agent debug logging

Before collecting logs, increase the agent’s log verbosity so Support can review detailed diagnostic output.

1. Navigate to Provider Settings.

2. Navigate to the Details and Settings tab.


3. Scroll down and locate Agent Verbosity.

4. Change the setting to Debug.

This setting ensures the agent records additional information required for troubleshooting.

Collecting agent logs from the affected machine

1. Access the endpoint where the RocketCyber agent is showing as offline.

2. Navigate to the following directory: c:\programfiles\rocketagent\logs and locate the rocketagent.txt file.

3. Locate the file named: rocketagent.txt

Restarting the RocketAgent service

  1. Restarting the agent service can help confirm whether the offline state is transient.

  2. On the affected machine, open Services.

  3. Locate RocketAgent.

  4. Restart the service.

  5. Allow a few minutes for the agent to check in.

Submitting a support ticket

If the agent remains offline after the restart, proceed with log submission.

When contacting Support, include the following:

  • The rocketagent.txt file collected after enabling debug logging

  • Confirmation that the RocketAgent service was restarted

  • Whether the agent returned online or remained offline after the restart

Submit this information through a RocketCyber support ticket for analysis.

Next steps

Support will review the submitted logs to determine:

  • Whether the agent service is running correctly

  • If connectivity issues are preventing check‑in

  • Whether further remediation steps are required

Do not disable debug logging unless instructed by Support.