The networking connection between Recurrency and your ERP can be impacted by a variety of factors. When this happens, Recurrency will display a banner in the product so that you know the integration is currently impacted.
Reasons why this banner will appear:
Antivirus within your system kills the connection
IT migrations change the IP address or port for the ERP database/APIs
Firewall rules within your infrastructure have changed and are blocking inbound connections from Recurrency
The infrastructure that was running the integration agent is offline
This guide will walk you through the troubleshooting steps and path to resolution. This only applies if you are using the Recurrency Integration Agent to securely connect between Recurrency and your ERP. This is our default integration for anyone who is running their ERP on-prem, or in a private cloud, behind their corporate firewalls. If you are using a public cloud hosting option, like Epicor Cloud or NetSuite, then this guide will not apply to you.
What to Check:
On the machine where you installed the integration agent:
Open Windows Services Manager (
services.msc).Look for a service called "ngrok" (this powers the integration).
Then:
If visible but not running → Right-click and Start the service.
If running → Something else may be blocking the connection — let us know.
If not visible → The service was deleted, and we will need to reinstall it (see below).
If Reinstallation Is Needed:
The configuration files and install scripts should still be on your machine under a folder named:
recurrency_agent_{yourcompanyname}_64bit (or 32bit if 32-bit machine).
Steps to reinstall:
Download the updated ngrok.exe file and place it in that folder.
64bit Windows: https://assets.recurrency.com/ngrok/64bit/ngrok.exe
32bit Windows: https://assets.recurrency.com/ngrok/32bit/ngrok.exe
In that folder, right-click
install-agent.bat→ Select Run as Administrator.Open Windows Services again to confirm if the "ngrok" service reappears.
If it does not:
Open Command Prompt as Administrator.
Navigate (
cd) to the installer folder.Manually run:
install-agent.bat.
You may need to add an exception to Windows Defender. You can find details on how to do this on Microsoft’s documentation at
Alternative Option: IP Allowlist Integration
If you prefer, we can switch to an IP allowlist model instead of using ngrok:
Recurrency can connect from a single static IP that you allow through your firewall.
The IP to allowlist is: 18.206.113.117
If you choose this option:
Please provide your Recurrency point of contact with the public IP address of your database server and the open port you want us to use.
If you are unsure of who that contact is, you can reach out to [email protected]