---
title: "Communication Problems"
description: "From missing hardware to problems with installment"
category: "Troubleshooting"
subcategory: "Troubleshooting"
last_updated: "2023-04-06"
source_url: "https://docs.xeox.com/troubleshooting/6V3cYUJsJgmCipXG3HUAuw/communication-problems/oFhUeRKzSGNFrasrkDfW6n"
---

# Communication Problems

## Hardware is missing

- Is the "Agent" installed on the machine?
- Is the "Agent" service running?
- Network connection: Is it possible to access \*.xeox.com without additional authentications on [firewalls/proxy](https://docs.xeox.com/knowledge-base/1tsADjnvsqfNJwHKuwpWZK/firewall-settings-xeox-agent-and-integrations/eAqXFHZCSbcXsQ9U14JHfC).

## No Update Status available

If the hardware has the State **Online**, the communication is working. Most of the time the problem is located in the [Microsoft Windows API](https://docs.xeox.com/troubleshooting/6V3cYUJsJgmCipXG3HUAuw/microsoft-windows-update-api/2ohbrXdKTFusH1SEcBRbBq).

## Agent cannot be installed on Windows 7

Agent / Install error log shows following message:

`registerPatchallService failed, exception: SSL Error: WINHTTP_CALLBACK_STATUS_FLAG_CERT_DATE_INVALID SLL certificate is expired.`

Since it is a Windows 7 client, probably a root or intermediate certificate is missing in the certifcate store.

Please verify if the following certificates are installed on your Windows 7 machine:

- ISRG Root X1
- ISRG Root X2
- Let’s Encrypt R3

Otherwise download and install the missing certificate from https://letsencrypt.org.