Agent Pairing Errors with Windows Server 2012


1. Scope

This article discusses the errors Agent Unreachable or Service not running when trying to install and run the ShadowSnap agent on Windows 2012 Server.

Despite correct settings in Windows Firewall and in anti-virus exceptions, port 25566 appears as filtered.

2. Cause

The issue may be linked to Group Policy settings for the device network, specifically Direct Access Server (DAS) settings.

3. Solution

First, ensure that firewall and antivirus exceptions are properly configured for target machine. If that is set properly, and you still get the error, reconfigure your DirectAccess settings. To do so, visit this Microsoft KB article:

Follow the instructions in Step 7. Alternatively, you can follow the instructions in Step 9 to set a different port range that does not include 25566.

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