Agent device "online" but not contactable

[fishter]

I have a device which is "connected" but I cannot connect to it. I know the device is healthy and online as I have local eyes and hands which has verified this. The device is in an office with a managed network; one where you get an interstitial login page before you can access the network. The device has been logged in with a browser so should have free access to the network. The local guy has verified that we can browse to various websites.

The device's agent is checking in with MC:
Jan 29 14:03:45 <redact> node[866794]: AGENT: Verified agent connection to pY5ZrKPG8X<redact> (<redact>).

But, I cannot establish a Terminal, Files or Console connection to it (nor HTTPS or SSH, which are the two services I'd really like to get to!).
If I try a Terminal connection I get this in the MC logs:

Jan 29 14:33:17 <redact> node[866794]: RELAY: Relay holding: v09y9ng0qh (<redact>) Authenticated
Jan 29 14:33:32 <redact> node[866794]: RELAY: Relay disconnect: v09y9ng0qh (<redact>)

Any ideas on further troubleshooting?

[si458]

try restarting the device OR just the meshagent service restart in the console tab or agent actions button then restart service
chances are the meshagent is having a weird network issue because you had a login page first

[fishter]

I tried the restart service which produced some output on the console, but no effect on the issue. What exactly does restart service do? Is it looking for the systemd service to restart (Linux agent)?

The console doesn't react to any other input.

I've asked the remote hands to reboot, but they're not onsite now so I'll have to wait till next week.

It's slightly frustrating having this "partial" connection, so if there's any config changes or other actions I can use to help determine exactly what the problem is, I'm happy to try them as I'm sure this situation will come up again.

[si458]

i have noticed it happens from time to time, some people even modified the systemd file so if the memory increased more than say 150MB then kill the agent and restart it as it could be you have this problem where the service has run up memory and its leaking

to answer ur original q tho yes it kills the process and restarts it using systemd