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SentinelOne Agent is Offline (Windows)

  • Updated .

Issue

We noticed that the SentinelOne Agent is reporting that it is offline.  How can we fix this? 

Environment

SentinelOne

Resolution

Behavior when an Agent is offline:

  • If the Agent was installed but never connected to the Management, it does not enforce a policy and does not perform mitigation.

  • After an Agent connects to the Management for the first time and gets the policy, it runs the automatic mitigation defined in its policy, even if it is offline.

  • Offline Agents do not get changes made from the Management Console:

    • They DO NOT run mitigation initiated from the Management Console. They DO run the automatic mitigation defined in their policy.

    • If you made a change to the policy and the Agent was offline, it will get the change when it next connects to the Management.

     

To find Agents that are offline:

  • In the Sentinels view, filter for Agents with Connected to Management = No.

  • In the Endpoint Details for one Agent, see if the Console Connectivity shows Offline or Online.

 

Troubleshoot Offline Agents:

  • Press the Windows Start key and enter: cmd

  • Right-click Command Prompt and select Run as administrator.

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Network Connectivity Test

  • From an endpoint, ping your Management URL and see that it resolves.
> ping yourOrg.sentinelone.net
    • If the ping times out, but resolves to an IP address, the ping is successful.

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  • Telnet to your Management URL on port 443.
    • Open the "Turn Windows Features on or off" Control Panel. 

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    • Next, enable the Telnet feature. 

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    • Open an elevated Command Prompt and run the Telnet command to your Management URL.

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Agent Services Test

  • See if Agent services are up and running. On an endpoint, run:

services.msc

  • In the window that opens, see that Sentinel services are up and running.

     
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  • See if the Agent and Monitor are running. Run these commands:
> cd "C:\Program Files\SentinelOne\Sentinel Agent <latest installed version>"
    • TIP: Use TAB to auto-complete the pathnames.
> sentinelctl status
 

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See that the output shows loaded and running, similar to the example.

> sentinelctl config server.mgmtServer
> sentinelctl config server.site
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  • Make sure the output is not empty.
    • If one or both of these values are empty, reconnect the Agent to the Site with the bind command:

sentinelctl bind {MGMT_URL | SITE_TOKEN}

 

SentinelOne Event Viewer

SentinelOne Agent logs are available in Windows Event Viewer on endpoints. These logs show you the SentinelOne activities on the endpoint.

  • On an endpoint with a supported SentinelOne Agent, open Event Viewer (Windows key + "event").

     

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  • In Event Viewer (Local), click Applications and Services Logs > SentinelOne > Operational.

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  • Search for Error ID 5, error in registration due to invalid certificate or other connection issues.

 Check TLS Cipher Suites

IMPORTANT NOTE: 

    • TLS1.0 and TLS1.1 were deprecated and will be unsupported in a future release. We strongly recommend you make sure all your endpoints support TLS1.2.

    • Windows Agent versions 3.3 and lower do not support TLS1.2 or TLS1.3. We strongly recommend you upgrade Agents to the latest GA version.

    • Make sure your Windows Servers are patched according to Microsoft recommendations. In particular, Windows Server 2012 R2 must be updated with the April 2014 patch.

    • The Linux Agent creates a static link to the openssl library, which determines the version of TLS. As of 2021, Linux versions 21.x, the Agent supports only TLS 1.2.

  • Supported Cipher Suites:

    • ECDHE_RSA_AES128_GCM_SHA256

    • ECDHE_ECDSA_AES128_GCM_SHA256

    • ECDHE_RSA_AES256_GCM_SHA384

    • ECDHE_ECDSA_AES256_GCM_SHA384

    • DHE_RSA_AES128_GCM_SHA256

    • DHE_DSS_AES128_GCM_SHA256

    • kEDH+AESGCM

    • ECDHE_ECDSA_AES128_SHA256

    • ECDHE_ECDSA_AES128_SHA

    • ECDHE_ECDSA_AES256_SHA384

    • ECDHE_ECDSA_AES256_SHA

    • DHE_RSA_AES128_SHA256

    • DHE_RSA_AES128_SHA

    • DHE_DSS_AES128_SHA256

    • DHE_RSA_AES256_SHA256

    • DHE_DSS_AES256_SHA

    • DHE_RSA_AES256_SHA

 

  • Unsupported Cipher Suites:

As part of the latest security enhancements, from Management version North Pole SP1 we no longer support these Cipher Suites.

    • ECDHE_RSA_WITH_AES_256_CBC_SHA384

    • ECDHE_RSA_WITH_AES_128_CBC_SHA

    • RSA_WITH_AES_256_GCM_SHA384

    • RSA_WITH_AES_128_CBC_SHA256

    • ECDHE_RSA_WITH_AES_128_CBC_SHA256

    • RSA_WITH_AES_256_CBC_SHA

    • RSA_WITH_AES_256_CBC_SHA256

    • RSA_WITH_AES_128_GCM_SHA256

    • ECDHE_RSA_WITH_AES_256_CBC_SHA

    • RSA_WITH_CAMELLIA_128_CBC_SHA

    • RSA_WITH_CAMELLIA_256_CBC_SHA

 

  • Supported TLS Versions

    • TLS1.0

    • TLS1.1

    • TLS1.2

    • TLS1.3

 

Additional troubleshooting steps

  • From the endpoint, open a browser and connect to the Management See if there are certificate errors.
  • If there are third-party anti-virus applications on the endpoint, make sure the SentinelOneAgent (specifically, the "C:\Program Files\SentinelOne\" folder and all its contents) is excluded from the AV.
  • See if there is a proxy and if it is configured correctly.

 

 

Cause

Offline Agents are not connected to the SentinelOne Management.

Agents can lose connectivity with the Management Console for multiple reasons: installation corruption, firewall restrictions, DNS issues, and more.