How to troubleshoot why a device is showing "red" in the console ?
What to test first ?

The only valid test is to run a telnet to ports 1610 or 1611 from device to its parent. If it doesn't work, then the agent won't be able to communicate with its parent.

Valid test:
- Connect to the child device locally, or by using RDP or by any other mean
- telnet to port 1610 and 1611 from the child to its relay

Important Notes:
- ports 1610 and 1611 are the default ports, different ports might be set in the environment.
- sometimes the telnet on the hostname will work, although the communication doesn't because the parent has several ip addresses (e.g the load balancer in Helix) but that only some of these ips are allowed in the firewall, as an example. Make sure the firewall rule is on the hostname, and not on ips, or that all possible ips are actually properly set.

To know which ports does the parent use:
- select the parent in the console
- go to Agent Configuration > Relay - This is the most important port the device will never be able to connect to its relay (usually it'll be the same than "Port" of the "Communication" sub-node)



- go to Agent Configuration > Communication




Invalid tests:
For more steps to troubleshoot connecting issues, please go through this case: Troubleshooting: why isn't my windows client connecting to its relay?