# Troubleshooting: Agent Communication Failure

**Introduction**\
This document describes the troubleshooting process for Agent communication failures, when the installed agent does not communicate with Skyone Studio, shows an “Offline” status, or fails to execute local integrations, even though the service is running.

It covers the most common causes, required network prerequisites, a step-by-step guide for diagnosis and resolution, and concludes with a checklist to validate that the issue has been resolved.

**What You’ll Find**

* [Issue](#issue)
* [Most Common Causes](#most-common-causes)
* [Network Requirements](#network-requirements-firewall)
* [Step-by-Step Guide](#step-by-step-resolution)
* [Checklist](#final-checklist)

***

### Issue

The installed Agent does not communicate with Skyone Studio, shows an “Offline” status, or fails when attempting to run local integrations, even though the service is running.

### Most Common Causes

* Firewall blocking (ports or addresses not allowed).
* The Agent is not installed in the customer’s local infrastructure (architecture error).
* Incorrect IP configuration (external routing instead of internal).

### Network Requirements (Firewall)

For proper operation, outbound traffic must be allowed to the destinations below.

#### Addresses (Domains/Hosts)

The firewall rule must allow access to the following Skyone addresses:

* app-v2.integrasky.cloud
* api-v2.integrasky.cloud
* agent-proxy.integrasky.cloud
* amqp.integra.skyone.tools

#### Ports (TCP)

* **443** – HTTPS (API/Web communication)
* **5671** – AMQPS (Secure messaging)

***

### Step-by-Step Resolution

Follow the order below to diagnose and fix the issue.

#### Step 1: Connectivity Test (Firewall Validation)

Before checking the installation, validate that the server can reach Skyone addresses. Run the tests below on the Agent machine.

**Port 443 Test (HTTPS):**

```
telnet agent-proxy.integrasky.cloud 443
```

(If it connects, the screen will go blank or the cursor will blink. If it fails, the firewall is blocking the connection.)

**Port 5671 Test (AMQP):**

```
telnet amqp.integra.skyone.tools 5671
```

**PowerShell Option (Windows):**

```
Test-NetConnection -ComputerName agent-proxy.integrasky.cloud -Port 443
Test-NetConnection -ComputerName amqp.integra.skyone.tools -Port 5671
```

Look for the result:

```
TcpTestSucceeded : True
```

#### Step 2: Validate Installation Location (Architecture)

The Agent must be installed on a server within the on-premises infrastructure that needs to be accessed.

**Common mistake:**\
Installing the agent on a cloud machine (AWS/Azure) and trying to access the customer’s database/server via a public IP. This will not work correctly for this scenario.

**Solution:**\
Move the installation to a server on the same local network as the application.

#### Step 3: Agent Host Configuration

In the configuration file, confirm that the terminal field is filled with the installed agent and verify the endpoint pointing to the customer’s system.

The Agent must point to a **local IP (internal network)**.

* **Correct:** `10.10.x.x` or internal hostname
* **Incorrect:** Public IPs, external DNS, or internet-based routes

***

### Final Checklist

The issue is considered resolved when:

* [ ] The `telnet` or `Test-NetConnection` command succeeds on ports 443 and 5671.
* [ ] The Agent is physically/virtually installed in the local infrastructure.
* [ ] The Agent accesses the application server via a local IP.
* [ ] The status in Skyone Studio shows **“Online”**.

***

### Conclusion

Agent communication failures are typically related to network settings, installation location, or IP addressing. By following the step-by-step guide and validating the checklist items, you can ensure the Agent communicates correctly with Skyone Studio and displays an **“Online”** status.


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