The Scout probe shows as offline

The Scout probe only talks to RECON outbound, sending a heartbeat every 30 seconds. When heartbeats stop arriving, RECON shows the probe as offline and won't let you start new scans on it. This guide helps you find out why and get it back online.

Symptoms

On the Internal Probes page, the probe card shows one of these statuses:

Other signs of the same problem:

• Run scan in the card menu is disabled;
• an internal scan ends as Failed with the message "Probe disconnected" or "Probe never connected".

Causes

1. The scout service is stopped, or the probe host is powered off or rebooting.
2. Outbound HTTPS to RECON is blocked: a firewall does not allow port 443, the rule allows a fixed IP instead of the host name, or the host's DNS cannot resolve RECON's host name.
3. The installation never finished: the probe stays Never connected because the install command did not complete.
4. The API key was rotated and the probe still uses the old one: after 30 minutes the old key stops working.
5. The probe is online but stuck: it responds, but a scan makes no progress.
6. The probe was suspended or deleted from RECON.

Solutions

The service is stopped or the host is off

Power the host on if needed, then sign in and check the service:

sudo systemctl status scout

The service must show active (running). If it doesn't, restart it and read the latest log lines:

sudo systemctl restart scout
sudo journalctl -u scout -n 50

The service is set to restart on its own after a failure and when the host boots. Within about a minute the probe is back Online.

Outbound HTTPS is blocked

From the probe host, check that RECON is reachable:

curl -sS https://recon.orizon.one/api/ping

• If curl cannot resolve the name, fix the host's DNS.
• If the connection times out or is refused, a firewall is blocking outbound port 443. Allow RECON's host name, not a fixed IP address, which can change.

You can also use the probe's own command:

sudo scout status

Next to the RECON address you see (connected) when the probe reaches the server and (unreachable) when it doesn't.

The probe is Never connected

The install command did not complete. Check the requirements (Linux with systemd, an x86_64 or ARM64 machine, run as root with sudo) and install again:

1. Re-issue the command

   On the probe card, open the actions menu and choose Re-issue install command. The new install token is valid for 24 hours and the API key does not change.

2. Run the command on the host

   Click Copy command and run it on the probe host as root.

3. Check the status

   Wait for the heartbeat: the probe turns Online in RECON.

The API key was rotated

After Rotate API key, the old key keeps working for 30 minutes. After that the probe can no longer authenticate and goes offline. Set the new key on the probe host and restart the service:

sudo scout config set api_key <NEW_API_KEY>
sudo systemctl restart scout

The probe is online but stuck

If the probe is reachable but a scan makes no progress, the probe owner can choose Restart probe from the card menu. The agent restarts on the host and reconnects within about a minute; any scan in progress is interrupted.

• If the probe is offline when you ask, the restart is queued and applied when the probe reconnects.
• If the probe version is too old for a remote restart, RECON asks you to run sudo systemctl restart scout on the host, or to update the probe first.

The probe is suspended or deleted

• Suspended: the probe cannot run scans while it is suspended. Contact Orizon support.
• Deleted: the probe was removed from RECON. The owner can bring it back with Reactivate from the card menu, if the probe is still listed among the deleted ones.

Prevention

• Keep the probe host powered on and leave the scout service enabled at boot.
• Allow RECON's host name outbound on port 443, not a fixed IP.
• After rotating the API key, update the probe host straight away: you have 30 minutes.
• When the card shows the Update to v... badge, update the probe with Update probe from the card menu.

Contact support

If the probe is still offline after these checks, contact Orizon support with the probe name and the output of sudo systemctl status scout and sudo scout status. Never send the API key.