Atera tray agent icon not visible

yves.solignac

Hi There,
It happens when I install a new laptop and first install the agent installer.
That after a couple minutes the device shows up in the atera portal I manually activate the helpdesk agent.
But sometimes.. it does not show.. not after a reboot of even uninstall + reinstall of the installer agent.

How can I fix this? In ou IT policy we point to our users to make ticket requests via the tray icon → Create a ticket/ Manage tickets.
It's annoying if it does not work.
Alternate way is that our users can send an email → but then the priority is default set to low.
And if it's urgent.. it's more easily overlooked.

gilgi

Checking with support

gilgi

From our support team:

It might happen because of some regedit keys, try to run the following script directly from Atera on your devices to make sure that the agent appears.

reg delete "HKEY_LOCAL_MACHINE\SOFTWARE\ATERA Networks\AlphaAgent\Packages\AgentPackageTicketing" /v PortalModules /f

reg delete "HKEY_LOCAL_MACHINE\SOFTWARE\ATERA Networks\AlphaAgent\Packages\AgentPackageTicketing" /v HelpdeskAgentOptionsCreatedKey /f
sc stop ateraagent && sc start ateraagent

If you still have issues, please open a support ticket!