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If a NetSupport DNA Agent is not connecting to your DNA Server as expected, or you are unable to see the DNA Agent machine in your PC hierarchy within the DNA Console, there are a few things that you can check on the Agent machine to troubleshoot this.

Has the DNA Agent been configured with the correct server address:
First, you need to check that the DNA Agent has been configured with the correct Server address for your DNA Server machine. There are two ways you can check this.

  1. If the DNA Agent icon is visible in the system tray on the Agent machine, right click this icon and select About DNA. The server address will be listed next to the ‘Server’ field.

  1. If the DNA Agent icon is not visible in the system tray, you can check the server address via the registry. Open the registry on the Agent machine and navigate to HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\NetSupport Ltd\NetSupport DNA\Client.

Within the above key, there will be a string value called ‘ServerAddress’. The value of this string value is what the Agent is using as the DNA Server address.

Checking port connectivity:
If the Agent has been configured with the correct server address, the next thing to confirm is that the DNA Agent can communicate with the server over the required ports. To do this, you can use the PowerShell Test-NetConnection command. You will need to test the connectivity from the Agent to the server and then from the server back to the Agent.

Testing the connection from the Agent to the server:
On the DNA Agent machine, open PowerShell and enter Test-NetConnection -ComputerName -Port followed by the IP address of the DNA Server machine and the port the DNA Server is listening on (6000 by default).

In the example below, the DNA Server’s IP address is 10.20.0.128 and the DNA Server is listening on the default port 6000:

Test-NetConnection -ComputerName 10.20.0.128 -Port 6000

If a connection is successful, it will show “TCPTestSuceeded: True”.

If the Agent is unable to establish a connection with the DNA Server machine on port 6000, this could suggest that there is potentially a firewall configuration preventing the Agent from being able to communicate.

Testing the connection from the server to the Agent:
On the DNA Server machine, open PowerShell and enter Test-NetConnection -ComputerName -Port followed by the IP address of the DNA Agent machine and the port the DNA Agent is listening on (6001 by default).

In the example below, the DNA Agent’s IP address is 10.20.0.136 and the DNA Agent is listening on the default port 6001:

If the server is not able to communicate with the DNA Agent on port 6001, this would suggest that there is either an anti-virus/firewall preventing the connection or the DNA Agent service is not running correctly on the Agent machine. You can check if the DNA Agent is running by opening the Windows Services on the Agent and checking that the ‘NetSupport DNA Agent’ service is running.

If you require any further assistance with troubleshooting the DNA Agent connections to your DNA Server, please contact our Support team.

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