Troubleshooting — start here

#First-response routine

1. Read the run detail. Open the affected run in Logs — FileAgent surfaces the underlying error (connection, permission, or path).
2. Check System Status. Confirm the application is healthy and the scheduler is running (a stopped scheduler explains “nothing ran”).
3. Test the credential. Credentials → Test connection confirms the host is reachable and the account can sign in.
4. Run it now. A manual run reproduces the issue immediately instead of waiting for the next schedule.

#Jump to your symptom

• Installation issues
• Service won't start / console unreachable
• Login & certificate issues
• License issues
• Connection & credential failures (SMB, FTP, SFTP, S3, Azure)
• A scheduled job didn't run
• Scheduled Purge issues
• Files moved incorrectly
• Performance issues

#Before you contact support

Gather these so we can help on the first reply:

• Your FileAgent version (Settings → Updates) and operating system.
• The job name and the exact error text from the failed run detail.
• When it started failing and what changed around then (a rotated password, a firewall change, an update).
• Which connector is involved and whether Test connection passes.
• Whether a manual run reproduces it.

Then reach us via fileagent.app/support or [email protected].