The agent does not start, starts then stops, or changes made to a system do not synchronize after waiting more than two minutes. Changes can include, but not limited to:
- Account provisioning/takeover
- Password changes
- User details or privilege level
- MFA Settings
- Time is not synchronized
- The agent is not up to date
- The agent is not running
- The system is inactive (red) in the console
- The user is not active (green) in the console
- The changes are not valid
- Usernames are not case matched
- MFA Tokens have not been validated
- Other management software reverts changes to the system
- Verify the system time is synchronized to ntp.org or similar reliable time source
- If the agent was installed from a saved file or system image, update the agent with the most recent version available. If necessary, delete the system record from the admin console, uninstall the agent manually, and reinstall.
- Make sure the agent is running. If so, restart it. See Stopping, Starting, or Restarting the JumpCloud Agent.
- Verify the agent is active (green) in the console. See JumpCloud Agent does not register or a System stops reporting.
- If the user status is not active (green), then hover over the status indicator to obtain the cause and take the necessary corrective action
- Certain changes are not valid and will cause a notification alert. When this happens, it's possible the synchronization will partially work, or not work at all. See Configuration Alerts and Notifications.
- Usernames are case sensitive, even on Windows. A case mismatch between the JumpCloud directory and the local system account will result in a variety of sync issues. See Naming Convention for Users to verify existing system usernames.
- Systems will not prompt for MFA until the user has confirmed their TOTP token, see How to Enable Multifactor Authentication for Systems
- Some configuration software such as Puppet may be configured to manage files that JumpCloud manages. This will cause a conflict. See JumpCloud Agent Compatibility, System Requirements, and Impacts for a detailed list of files the JumpCloud agent manages.
- A description of specifically what fails to synchronize, including affected username(s)
- The system ID(s)
- OS Version/build number
- Agent version, found in either /opt/jc/version.txt or C:\Program Files (x86)\JumpCloud\plugins\contrib\version.txt
- The agent log, found in either /var/log/jcagent.log or c:\windows\temp\jcagent.log, your timezone, and the time when the change was made in the admin console