Verify the following:

• Make sure that the Aurora Protect Desktop agent version 1574/1578 or later is installed on the device. To do so, locate 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.
• Make sure the CA certificate used to sign the certificate and key used on your CylanceHYBRID application is installed on the device in the Local Machine Certificate Store.
• Confirm that the device can reach the CylanceHYBRID application over port 443.