Common Issues
This guide addresses the most frequently encountered issues in ImmyBot and provides step-by-step solutions to resolve them quickly.
Agent Connection Issues
Agent Shows as Offline
Symptoms:
- Computer appears offline in ImmyBot
- Cannot run maintenance or tasks
- Remote control options unavailable
Troubleshooting Steps:
Verify Network Connectivity
- Ensure the computer has internet access
- Check that it can reach the ImmyBot server
- This information is unique per ImmyBot instnace and can be found in Show More > SMTP > "Fetch IP Addresses and Hostnames"
- Verify firewall rules allow the connection
Check Agent Service
- On the computer, open Services (services.msc)
- Locate the "ImmyBot Agent" service
- Verify it's set to Automatic and is Running
- If not running, start the service
Reinstall Agent
- Download the agent installer from ImmyBot
- Uninstall the existing agent
- Restart the computer
- Install the new agent
Check for Security Software Interference
- Temporarily disable security software
- See if the agent connects
- If it does, configure exclusions (see Security Software Configuration)
Agent Identification Failures
Symptoms:
- Agent connects but shows as "Unidentified"
- Computer appears in New Computers repeatedly
- Multiple entries for the same computer
Troubleshooting Steps:
Check Computer Name
- Verify the computer name is unique
- Ensure it doesn't contain special characters
Review Identification Methods
- Navigate to Show more > Preferences
- In the Preferences page, find the Computer-related settings
- Review the agent identification methods
- Ensure appropriate methods are enabled
Auto resolve new computers with recent OS install dates Enabling this feature will treat all computers with recently installed OS (less than 24 hours old) as repurposed / wiped, (e.g., A computer already known to immy.bot is wiped clean and setup for a new person. The old reference to this computer will automatically be deleted).
Enable historical computer inventory tracking Enable this to keep all computer inventory script results instead of only the latest results.
Enable Non-Essential Device Inventorying Enabling this feature will cause immy.bot to automatically schedule all device inventory jobs when inventory details become outdated. (Recommended) Disabling it will limit immy.bot to scheduling only the inventory tasks required for it to function properly.
Onboarding Enabling this feature will allow tenants to choose whether to automatically run maintenance against newly synced computers.
Stale Computer Age This defines the number of days since an offline computer's last agent connection, after which the computer is considered "stale." Stale computers are displayed on the tab of the computers list page.
Check Hardware Changes
- Significant hardware changes can affect identification
- Review the computer's hardware profile
- Update identification if needed
Manual Identification
- Locate the computer in New Computers
- Select the computer and use the appropriate action from the action menu
- Choose the correct existing computer to associate with this agent
Maintenance Session Issues
Maintenance Session Fails to Start
Symptoms:
- Maintenance session shows as "Pending" indefinitely
- Session never progresses to "Running"
- No actions are executed
Troubleshooting Steps:
Check Agent Status
- Verify the agent is online
- Restart the agent service if needed
Check Endpoint Resource Utilization
- High resource utilization can delay session starts
- Check active sessions count
- Consider rescheduling during off-peak hours
Review Session Logs
- Navigate to the session details
- Check for any error messages
- Look for connection timeout errors
Restart ImmyBot Services
- If you have server access, restart ImmyBot services
- Check if sessions start properly after restart
Software Installation Failures
Symptoms:
- Maintenance action shows as "Failed"
- Software not installed
- Error in installation logs
Troubleshooting Steps:
Check Installation Source
- Verify the installation file is accessible
- Check file permissions
- Ensure the URL is valid for downloaded installers
Review Installation Script
- Check the software's installation script
- Look for errors or outdated commands
- Test the script manually if possible
Check Disk Space
- Verify sufficient disk space is available
- Clean up temporary files if needed
Check Prerequisites
- Ensure all prerequisites are installed
- Verify correct order of installations
- Check for version conflicts
Review Logs
- Check detailed logs for the specific error
- Look for exit codes or error messages
- Use these to refine your troubleshooting
Deployment Issues
Deployment Not Applying
Symptoms:
- Deployment shows as active but doesn't apply
- No maintenance actions for the deployment
- Software or configuration not applied
Troubleshooting Steps:
Check Targeting
- Verify the deployment targets include the computer
- Check for exclusions that might apply
- Test with a direct computer target
Review Deployment Settings
- Check that the deployment is enabled
- Verify the deployment mode is correct
- Ensure version settings are appropriate
Check Dependencies
- Verify any dependent software or configurations
- Ensure prerequisites are properly deployed
Force Maintenance
- Run a manual maintenance session
- Select the specific deployment to apply
- Monitor the session for issues
Deployment Conflicts
Symptoms:
- Multiple deployments trying to manage the same software
- Inconsistent software versions
- Deployments overriding each other
Troubleshooting Steps:
Identify Conflicting Deployments
- Search for deployments targeting the same software
- ImmyBot will only run 1 Deployment for the same software or task. If you need to run the same software or task multiple times you must create a copy of that task and deploy that.
- Example: You need to deploy several security certificiates. You need to make a copy of the global task "Import Certificate" for each certificate and deploy those once, instead of deploying the global task 4 times in the same scope.
- Example: You need to deploy several printers through Immy. You need to make a copy of the global task "Deploy Printer Template Task", rename it ideally to the printer name, and deploy that copied task. You would need to do this for each printer you have.
- ImmyBot will only run 1 Deployment for the same software or task. If you need to run the same software or task multiple times you must create a copy of that task and deploy that.
- Check for version conflicts
- Look for different deployment modes
- Search for deployments targeting the same software
Resolve Conflicts
- Disable or delete redundant deployments
- Consolidate deployments where possible
- Ensure consistent versioning
Use Deployment Ordering
- Deployment ordering can be found in Library > Deployment Ordering
- Configure deployment ordering settings
- Ensure higher-priority deployments take precedence
- Test to verify correct behavior
Integration Issues
RMM Integration Not Importing Computers
Symptoms:
- Computers not appearing in ImmyBot
- Customer mapping issues
- Synchronization errors
Troubleshooting Steps:
Check API Credentials
- Verify API key or credentials are correct
- Ensure the API user has sufficient permissions
- Test API connection manually if possible
Review Integration Settings
- Check synchronization settings
- Verify customer mapping configuration
- Ensure correct filters are applied
Check Logs
- Review integration logs for errors
- Look for API rate limiting or timeout issues
- Check for data format problems
Manual Sync
- Trigger a manual synchronization
- Monitor the process for errors
- Check results after completion
PSA Integration Ticket Issues
Symptoms:
- Integration is unhealthy
- Missing or out of date agreement information
Troubleshooting Steps:
Check API Connection
- Verify API credentials are correct
- Test the connection to the PSA
- Check for API errors
Check User Permissions
- Ensure that the permissions for the API Security group is correct per the documentation of the PSA you're using
Performance Issues
Slow Maintenance Sessions
Symptoms:
- Maintenance sessions take unusually long
- Actions timeout frequently
- System performance degradation during maintenance
Troubleshooting Steps:
Check Network Performance
- Verify network bandwidth and latency
- Test connection speed to the ImmyBot server
- Check for network congestion
Review Resource Usage
- Check CPU and memory usage during maintenance
- Look for resource-intensive scripts
- Monitor disk I/O performance
Optimize Maintenance Windows
- Distribute maintenance across different time windows
- Avoid peak usage times
- Limit concurrent sessions
Review Script Efficiency
- Identify slow-running scripts
- Optimize script performance
- Break large scripts into smaller components
High Resource Usage
Symptoms:
- ImmyBot agent using excessive resources
- Server performance issues
- Slow overall system performance
Troubleshooting Steps:
Check Agent Resource Usage
- Monitor agent CPU and memory usage
- Look for spikes during specific operations
- Check for memory leaks
Review Logging Level
- Check logging verbosity settings
- Reduce logging level if too verbose
- Monitor impact on performance
Update Agent
- Ensure you're using the latest agent version
- Apply any available performance updates
- Test performance after update
Optimize Server Resources
- If hosting ImmyBot, check server resources
- Allocate appropriate resources based on environment size
- Consider scaling options for larger environments
Next Steps
If you're still experiencing issues after following these troubleshooting steps:
- Contact Support for additional assistance
- Check the Community Forums for similar issues
- Review the Agent Troubleshooting guide for more detailed agent troubleshooting
- See Security Software Configuration for security software-specific issues