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Knowledge BaseSectigo Certificate Manager (SCM)

How to Resolve the MS Agent “Disconnected” Status in SCM?

Updated on March 10, 2026

How to Resolve the MS Agent “Disconnected” Status in SCM?

Overview:

This guide provides the step-by-step process for diagnosing and resolving the “Disconnected” status for a Microsoft (MS) Agent in Sectigo Certificate Manager (SCM). Following these instructions will help restore connectivity between the MS Agent installed on your server and the SCM platform.

Prerequisites

Before you begin, ensure you have the following:

Administrative access to the SCM UI

Local administrator access to the server where the MS Agent is installed

Access to the MS Agent configuration directory:
C:\ProgramData\Sectigo MS Agent\conf

Permission to restart Windows services on the server

Procedure

Step 1: Log in to the SCM UI

Open the Sectigo Certificate Manager (SCM) portal in your browser and log in using administrator credentials.

Step 2: Navigate to the MS Agents Section

From the left‑side navigation menu, select Integrations > MS Agents.
Locate the agent that is showing the status "Disconnected".

Step 3: Review the Agent Configuration
Click Edit for the affected MS Agent and verify the following:

- Agent name
- Server IP address
- Secret key configured in SCM

Ensure the IP address corresponds to the server where the MS Agent is installed.

Step 4: Verify the MS Agent Configuration File
On the server where the MS Agent is installed:

1. Open File Explorer
2. Navigate to:
C:\ProgramData\Sectigo MS Agent\conf
3. Open the file:
agent.properties
4. Locate the secret key in the configuration file.

Step 5: Compare the Secret Key
Compare the secret key in:

- SCM UI
- agent.properties file

If both values match, proceed to the next step.

A close-up of a numberDescription automatically generated

If the values do not match, reset the key as described below.

Resetting the Secret Key (If Required)

Step 6: Reset the Secret Key in SCM
1. In the SCM UI, click the pencil icon next to the Secret Key field.
2. Confirm the reset when prompted.
3. SCM will generate a new secret key.

A screenshot of a computerDescription automatically generated

Step 7: Update the Secret Key on the Server
1. Copy the new secret key from SCM.
2. Open the file:
agent.properties
3. Replace the existing key with the new secret key.
4. Save the file.

Step 8: Restart the Sectigo MS Agent Service
On the server:

1. Open Services (services.msc)
2. Locate the service:
Sectigo MS Agent
3. Restart the service.

Step 9: Verify the Agent Status
Return to the SCM portal:

Integrations → MS Agents

Confirm that the MS Agent status now shows:

Connected

Verification
To confirm the issue has been resolved:

- The MS Agent status in SCM shows Connected
- Certificate issuance through the MS Agent functions normally
- No connectivity errors appear in the MS Agent logs