Troubleshooting

The most common problems and how to fix them.

A machine doesn't show up after installing

• It needs to reach your server on port 443. From the machine, open https://rmm.example.com/health in a browser: it should say "status":"ok".
• With self-signed certificates, agents must be installed with --insecure.
• Security software may have stopped or removed the agent. Check its quarantine and add the exclusions under Adding devices.
• Windows: check that the service NeverLapse RMM Agent is running (services.msc). Linux: systemctl status neverlapse-rmm-agent.

A machine shows offline

The agent hasn't checked in for a few minutes: the machine is off, has no network, or the agent service stopped. When it comes back the offline alert closes on its own.

Remote control doesn't connect

• Managed machines need port 4433 open to your server (and your firewall must forward it).
• Check that the remote-support service is running on the machine (NeverLapse Remote Support or your branded name).
• After changing the remote-control name, machines take up to 30 minutes to pick it up.

Alerts don't arrive in my PSA / Teams

• Settings › Where alerts go › Send test shows the error from the destination.
• Admins see delivery problems at the bottom of the Alerts page.
• Muted devices don't send alerts. An expired license doesn't send alerts.

I can't change anything ("Not saved")

The license is missing, lapsed or expired: the app is read-only until it's renewed. See Your license.

Windows updates aren't installing

• The machine needs a patch policy (Patching page) and agent 1.1 or later.
• Check the machine's Patches tab: each update says what will happen to it (deferred, needs approval, blocked).
• Installs only start inside the policy's window. Check Next window on the Patches tab.
• If Group Policy or WSUS also manages Windows Update on the machine, it can get in the way (the Patches tab warns).

Browsers say the certificate is wrong or expired

Open Settings › Web certificate (it is never blocked, even without a working license). With your own certificate, check the expiry date and the names it covers there, then upload the renewed one. With Let's Encrypt, both names must resolve publicly to the server and ports 80 and 443 must be open; the proxy's log (journalctl -u neverlapse-proxy on Linux, C:\ProgramData\NeverLapse RMM Server\logs on Windows) says why a certificate wasn't issued.

Where are the logs?

Still stuck? Contact support from your account and include the server version (bottom of the menu) and what you see.