System not discovered from scan and system with LsAgent not added to console

[Soporte_Zaltor]

Hello

We have two issues with an installation.

First one. A license with 2000 devices not full, if we do the scan in the 192.168.8.1-192.168.8.254, the system 192.168.8.9 is not added to the console. If we do on 192.168.8.8-192.168.8.10, with same credentials, and vbs file to prepare system to have what you need. In the first it's not shown at all, in the other case, it appears. I have to say the scan more 90 entite c type ranges, and sometimes the 2000 device are created, but if we delete to have space and execute just the 192.180.8.0/24 range I wrote before, is not added

The other issue is with a system with LSAgent, that is not added to the list of LSAgent. It happends the curious case that some LSgent system are added by scan, and that's why in software inventory it appears more than 500 devices, but in LSAgent list are shown less than 300. I also add file from ths system 192.168.0.18, that suffers the issue. I attach you the screenshots that prove that the system is not added, and the logs that shown their are connecting to 10.0.0.12, where LanSweeper console is, and the support file.

[Soporte_Zaltor]

Hello.

No golden image created in the system, they have the Lansweeper recently, and are installing manually the LsAgent in the systems.

On the other side, I've created the ticket.

[DavidPK]

For the first issue.  Can you submit a support ticket that way we can run a debug and see what is going on in the backend.

Our tech support team should be able to assist you with this.  Please open a ticket in our support portal.

Make sure to add screenshots and the GatherLogs output file so our SME's can start investigating the issue straight away. 

Using the GatherLogs tool.

For the second issue. 

We often see this because of bad imaging processes are a well-known cause for Lansweeper LsAgents not showing up correctly in the LsAgent tab

Our analysis indicates that this is a common challenge associated with deploying agents via imaging. When an agent is installed on a "golden image" and then cloned, all deployed machines end up with identical unique agent IDs. This creates conflicts for Lansweeper, preventing proper registration and display in the LsAgent list.

To resolve this, we recommend a complete refresh of the LsAgent on the affected machines. Please follow these steps carefully:

1. Complete LsAgent Uninstall:
   • Thoroughly uninstall the LsAgent from the problematic machines.
   • Crucially, ensure all residual components and folders are deleted. This includes the LsAgent installation directory and any associated configuration files (e.g., .ini files). This step is vital to prevent old, conflicting data from being re-used.
2. Fresh LsAgent Installation:
   • Perform a fresh installation of the LsAgent on the "new" (imaged) computer.

This process ensures that each newly installed agent generates a unique agent ID. This unique ID will then allow it to register correctly and appear as expected in your LsAgent list within the Lansweeper console.