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One Windows device is showing the Hexnode agent as inactive and it has not checked in recently. The device has internet access and there do not seem to be any network issues. I tried running Scan Device from the portal, but the action stays in Pending. Is there any way to restart the Hexnode agent directly from the Hexnode portal? The device also has CrowdStrike installed, so I’m wondering if that could be related.
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Hexnode Expert
1 week ago
Aug 11, 2026
Marked SolutionPending Review
Hello @lila_ace ,
If the Hexnode UEM agent on a Windows device is inactive, remote actions such as Scan Device may remain in Pending because the device is not checking in with the Hexnode portal.
There is currently no option to remotely restart the Hexnode UEM agent from the Hexnode portal when the agent itself is inactive. The agent must be able to communicate with Hexnode UEM for remote actions to execute.
Recommended checks:
- Restart the Windows device, if possible.
- Open the Hexnode UEM agent app on the device and trigger a manual sync.
- Check whether endpoint security software, such as CrowdStrike or another antivirus/EDR tool, is blocking the Hexnode agent process or its network communication.
- If the security tool is blocking it, allowlist the Hexnode agent according to your organization’s security policy, then restart the device or the agent service locally.
- If the agent still does not reconnect, download and run the latest Hexnode installer on the device to repair or reinstall the agent.
A reinstall or agent repair requires direct action on the Windows device. It cannot be completed entirely from the portal if the agent is already inactive.
Regards,
Simon Scott
Hexnode UEM
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