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+<!--
+title: "Troubleshoot Agent-Cloud connectivity issues"
+description: "A simple guide to troubleshoot occurrences where the Agent is showing as offline after claiming."
+custom_edit_url: https://github.com/netdata/netdata/edit/master/guides/troubleshoot/troubleshooting-agent-with-cloud-connection.md
+-->
+
+# Troubleshoot Agent-Cloud connectivity issues
+
+When you are claiming a node, you might not be able to immediately see it online in Netdata Cloud.  
+This could be due to an error in the claiming process or a temporary outage of some services.
+
+We identified some scenarios that might cause this delay and possible actions you could take to overcome each situation.
+
+The most common explanation for the delay usually falls into one of the following three categories:
+
+- [The claiming process of the kickstart script was unsuccessful](#the-claiming-process-of-the-kickstart-script-was-unsuccessful)
+- [Claiming on an older, deprecated version of the Agent](#claiming-on-an-older-deprecated-version-of-the-agent)
+- [Network issues while connecting to the Cloud](#network-issues-while-connecting-to-the-cloud)
+
+## The claiming process of the kickstart script was unsuccessful
+
+Here, we will try to define some edge cases you might encounter when claiming a node.
+
+### The kickstart script auto-claimed the Agent but there was no error message displayed
+
+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](/docs/configure/start-stop-restart.md).
+
+:::
+
+## Claiming on an older, deprecated version of the Agent
+
+Make sure that you are using the latest version of Netdata if you are using the [Claiming script](https://learn.netdata.cloud/docs/agent/claim#claiming-script).
+
+With the introduction of our new architecture, Agents running versions lower than `v1.32.0` can face claiming problems, so we recommend you [update the Netdata Agent](https://learn.netdata.cloud/docs/agent/packaging/installer/update) to the latest stable version.
+
+## Network issues while connecting to the Cloud
+
+### Verify that your IP is whitelisted from 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.
+
+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
+
+### Make sure that your node has internet connectivity and can resolve network domains
+
+1. Try to reach a well known host:
+
+    ```bash
+    ping 8.8.8.8
+    ```
+  
+2. If you can reach external IPs, then check your domain resolution.
+
+    ```bash
+    host app.netdata.cloud
+    ```
+
+    The expected output should be something like this:
+
+    ```bash
+    app.netdata.cloud is an alias for main-ingress-545609a41fcaf5d6.elb.us-east-1.amazonaws.com.
+    main-ingress-545609a41fcaf5d6.elb.us-east-1.amazonaws.com has address 54.198.178.11
+    main-ingress-545609a41fcaf5d6.elb.us-east-1.amazonaws.com has address 44.207.131.212
+    main-ingress-545609a41fcaf5d6.elb.us-east-1.amazonaws.com has address 44.196.50.41
+    ```
+
+    :::info
+
+    There will be cases in which the firewall restricts network access. In those cases, you need to whitelist the `app.netdata.cloud` domain to be able to see your nodes in Netdata Cloud.  
+    If you can't whitelist domains in your firewall, you can whitelist the IPs that the above command will produce, but keep in mind that they can change without any notice.
+
+    :::