ETP Client statuses

If ETP Client shows a Not Protected status, end user computers are not protected by the client. This table describes each Not Protected status that can appear in the report and the steps to resolve these issues.
ETP Client Status / Reported State Description Resolution Steps
Other Indicates there is a problem with your ETP contract or account. Contact your Akamai representative.
Disabled by user Indicates that the end user disabled ETP Client on their computer.

The Disable option is available to end users only when the End User Control setting for ETP Client is enabled in ETP. If this option is disabled, end users cannot enable or disable the client on their computer.

If you do not want end users to disable ETP Client, disable the End User Control setting:
  1. In the ETP navigation menu, select Configuration > Utilities. Click the ETP Client tab.
    Note: If you are trying the new Enterprise Center interface, in the navigation menu, select Clients & Connectors > ETP Client.
  2. Click the Configuration tab.
  3. Disable the End User Control switch.
Disabled by admin Indicates that a super administrator in ETP disabled ETP Client on all computers in your network. To enable ETP Client in your network:
  1. In the ETP navigation menu, select Configuration > Utilities. Click the ETP Client tab.
    Note: If you are trying the new Enterprise Center interface, in the navigation menu, select Clients & Connectors > ETP Client.
  2. Click the Configuration tab.
  3. Click Enable ETP Client.
Blacklisted by admin Indicates ETP Client was revoked by an administrator in ETP. For more information, see Handle lost devices. If you need to set up ETP Client on a device after completing the revoke action, you must uninstall ETP Client and then install it again on the user’s device.
Software version not supported Indicates ETP Client version is no longer supported. To download a supported version:
  1. In the ETP navigation menu, select Configuration > Utilities. Click the ETP Client tab.
    Note: If you are trying the new Enterprise Center interface, in the navigation menu, select Clients & Connectors > ETP Client.
  2. In the Versions Management tab, locate the file for your operating system. Depending on your operating system, you can also click the Win or Mac tabs to filter ETP Client versions.
  3. Hover over the latest version of the client for your operating system and click the download icon.

If you download a version that is later than 1.2.2, ETP Client can be automatically upgraded.

Software upgrade failure Indicates an error occurred during the automatic upgrade process and as a result, the ETP Client upgrade did not complete. Contact Akamai Support.
Health Check Failure Indicates an internal error occurred. This status is likely temporary. Wait ten minutes and download a new CSV report to view the latest status. If the status has not changed after downloading multiple reports, contact Akamai Support.
External service failure Indicates there is an external error that is preventing connectivity with ETP Confirm that your firewall and network is working properly. Resolve any connectivity issues.

Specific ports are required to allow the client to communicate with ETP. See Update enterprise firewall, on-premise proxy, and allowlists.

If 10 minutes have not passed since you generated the last report, wait 10 minutes and download a new CSV report. Check the status of the client to confirm that the status changed.
Authentication failure Indicates an authentication error occurred in the backend and as a result, ETP Client is not authorized to communicate with ETP. Make sure that your enterprise firewall is configured to allow communication between the client and ETP. See Update enterprise firewall, on-premise proxy, and allowlists.

If this doesn’t resolve the issue, contact Akamai Support