Troubleshooting
Use this reference to resolve the most common issues encountered during initial setup.
| Issue | Likely Cause | Resolution |
| Test Configuration fails: "Authentication failed" | Incorrect credentials or MFA enabled on the service account | Re-copy credentials from the platform. Verify no leading or trailing spaces. Disable MFA on the integration service account if required by the auth flow. |
| Test Configuration fails: "Conditional Access policy" | A Conditional Access policy is blocking the integration auth flow | In Azure Portal, identify the blocking policy and add the Agent Identity Security source IP to the allowlist, or temporarily set the policy to Report-only mode to confirm the cause. |
| No agents appear after sync completes | No agents exist in the connected environment, or the service account lacks access | Verify that agents exist in the platform for the connected environments. Confirm that the service account has at least read access to agent data. |
| Status stuck on "Configured" after 5 minutes | Initial sync still running or a background error occurred | Wait 90 seconds and click Refresh. If the status is not Active after 5 minutes, click the integration row to view the detailed error message. |
| Cannot sign in temporary password not working | Temporary password expired or entered incorrectly | On the Agent Identity Security sign-in page, click Forgot Password to receive a reset link at your registered email address. |
