The Aurora Focus agent is not communicating with CylanceHYBRID

Verify the following items.

For all platforms:
  • Make sure that the Aurora Focus agent version 2.5.2100 or later is installed on the device. To do so, locate the Cylance icon (The Cylance icon) in the system tray or check the list of apps installed on the device. For more information, see the compatibility information for the Aurora Endpoint Security desktop agents.
  • Confirm that the device can reach the CylanceHYBRID application over port 8888.
For Windows:
  • Make sure the agent is configured to communicate with your CylanceHYBRID application. In the command prompt, run this command to check the registry key on the device:
    CODE 
    reg query HKLM\software\Cylance\Desktop /v ProxyServer

    The value should show the CylanceHYBRID DNS name and port number. For example:

    CODE 
    HKEY_LOCAL_MACHINE\software\Cylance\Desktop ProxyServer  REG_SZ http://login.hybrid.com:8888
For Linux:
  • Confirm that you have configured Aurora Focus to use CylanceHYBRID as a proxy. See Install the Aurora Focus agent on the Linux device.
  • After performing the steps in that procedure, run the following command as root to verify whether Aurora Focus has established a connection to CylanceHYBRID over port 8888:
    • ss -ano | head -1 ; ss -ano | grep :8888
    • The expected output is: Expected output from the command