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+# Troubleshoot Agent-Cloud connectivity issues
+
+Learn how to troubleshoot connectivity issues leading to agents not appearing at all in Netdata Cloud, or 
+appearing with a status other than `live`.
+
+After installing an agent with the claiming token provided by Netdata Cloud, you should see charts from that node on 
+Netdata Cloud within seconds. If you don't see charts, check if the node appears in the list of nodes 
+(Nodes tab, top right Node filter, or Manage Nodes screen). If your node does not appear in the list, or it does appear with a status other than "Live", this guide will help you troubleshoot what's happening.
+
+ The most common explanation for connectivity issues usually falls into one of the following three categories:
+
+- If the node does not appear at all in Netdata Cloud, [the claiming process was unsuccessful](#the-claiming-process-was-unsuccessful). 
+- If the node appears as in Netdata Cloud, but is in the "Unseen" state, [the Agent was claimed but can not connect](#the-agent-was-claimed-but-can-not-connect).
+- If the node appears as in Netdata Cloud as "Offline" or "Stale", it is a [previously connected agent that can no longer connect](#previously-connected-agent-that-can-no-longer-connect).
+
+## The claiming process was unsuccessful
+
+If the claiming process fails, the node will not appear at all in Netdata Cloud. 
+
+First ensure that you:
+- Use the newest possible stable or nightly version of the agent (at least v1.32).
+- Your node can successfully issue an HTTPS request to https://app.netdata.cloud 
+
+Other possible causes differ between kickstart installations and Docker installations. 
+
+### Verify your node can access Netdata Cloud
+
+If you run either `curl` or `wget` to do an HTTPS request to https://app.netdata.cloud, you should get 
+back a 404 response. If you do not, check your network connectivity, domain resolution,  
+and firewall settings for outbound connections. 
+
+If your firewall is configured to completely prevent outbound connections, you need to whitelist `app.netdata.cloud` and `mqtt.netdata.cloud`.  If you can't whitelist domains in your firewall, you can whitelist the IPs that the hostnames resolve to, but keep in mind that they can change without any notice.
+
+If you use an outbound proxy, you need to [take some extra steps]( https://github.com/netdata/netdata/blob/master/claim/README.md#connect-through-a-proxy).
+
+### Troubleshoot claiming with kickstart.sh
+
+Claiming is done by executing `netdata-claim.sh`, a script that is usually located under `${INSTALL_PREFIX}/netdata/usr/sbin/netdata-claim.sh`. Possible error conditions we have identified are:
+- No script found at all in any of our search paths.
+- The path where the claiming script should be does not exist.
+- The path exists, but is not a file.
+- The path is a file, but is not executable.
+Check the output of the kickstart script for any reported errors claiming and verify that the claiming script exists 
+and can be executed. 
+
+### Troubleshoot claiming with Docker
+
+First verify that the NETDATA_CLAIM_TOKEN parameter is correctly configured and then check for any errors during
+initialization of the container. 
+
+The most common issue we have seen claiming nodes in Docker is [running on older hosts with seccomp enabled](https://github.com/netdata/netdata/blob/master/claim/README.md#known-issues-on-older-hosts-with-seccomp-enabled).
+
+## The Agent was claimed but can not connect
+
+Agents that appear on the cloud with state "Unseen" have successfully been claimed, but have never
+been able to successfully establish an ACLK connection. 
+
+Agents that appear with state "Offline" or "Stale" were able to connect at some point, but are currently not
+connected. The difference between the two is that "Stale" nodes had some of their data replicated to a 
+parent node that is still connected. 
+
+### Verify that the agent is running
+
+#### Troubleshoot connection establishment with kickstart.sh
+
+The kickstart script will install/update your Agent and then try to claim the node to the Cloud 
+(if tokens are provided). To complete the second part, the Agent must be running. In some platforms, 
+the Netdata service cannot be enabled by default and you must do it manually, using the following steps:
+
+1. Check if the Agent is running:
+
+    ```bash
+    systemctl status netdata
+    ```
+
+    The expected output should contain info like this:
+
+    ```bash
+    Active: active (running) since Wed 2022-07-06 12:25:02 EEST; 1h 40min ago
+    ```
+
+2. Enable and start the Netdata Service.
+
+    ```bash
+    systemctl enable netdata
+    systemctl start netdata
+    ```
+
+3. Retry the kickstart claiming process.
+
+> ### Note
+>
+> In some cases a simple restart of the Agent can fix the issue.  
+> Read more about [Starting, Stopping and Restarting the Agent](https://github.com/netdata/netdata/blob/master/docs/configure/start-stop-restart.md).
+
+#### Troubleshoot connection establishment with Docker
+
+If a Netdata container exits or is killed before it properly starts, it may be able to complete the claiming
+process, but not have enough time to establish the ACLK connection. 
+
+### Verify that your firewall allows websockets
+
+The agent initiates an SSL connection to `app.netdata.cloud` and then upgrades that connection to use secure 
+websockets. Some firewalls completely prevent the use of websockets, even for outbound connections.
+
+## Previously connected agent that can no longer connect
+
+The states "Offline" and "Stale" suggest that the agent was able to connect at some point in the past, but
+that it is currently not connected.
+
+### Verify that network connectivity is still possible
+
+Verify that you can still issue HTTPS requests to app.netdata.cloud and that no firewall or proxy changes were made. 
+
+### Verify that the claiming info is persisted
+
+If you use Docker, verify that the contents of `/var/lib/netdata` are preserved across container restarts, using a persistent volume. 
+
+### Verify that the claiming info is not cloned
+
+A relatively common case we have seen especially with VMs is two or more nodes sharing the same credentials. 
+This happens if you claim a node in a VM and then create an image based on that node. Netdata can't properly
+work this way, as we have unique node identification information under `/var/lib/netdata`.
+
+### Verify that your IP is not blocked by Netdata Cloud
+
+Most of the nodes change IPs dynamically. It is possible that your current IP has been restricted from accessing `app.netdata.cloud` due to security concerns, usually because it was spamming Netdata Coud with too many
+failed requests (old versions of the agent).
+
+To verify this:
+
+1. Check the Agent's `aclk-state`.
+
+    ```bash
+    sudo netdatacli aclk-state | grep "Banned By Cloud"
+    ```
+
+    The output will contain a line indicating if the IP is banned from `app.netdata.cloud`:
+
+    ```bash
+    Banned By Cloud: yes
+    ```
+
+2. If your node's IP is banned, you can:
+
+    - Contact our team to whitelist your IP by submitting a ticket in the [Netdata forum](https://community.netdata.cloud/)
+    - Change your node's IP