Can you please send us the full agent and configuration logs? We will need to capture a deeper level of detail, so please edit your \SysAid\Configuration\AgentConfigurationFile.xml file, find the field "<LogLevel>" and change it from "0" to "3". Save the file. Then, please reproduce the issue and send us the log files.
The SysAidAgentLog.txt file is present in the (C:\Program Files)\SysAid\logs folder.
Please upload the log files to a file-hosting service such as Google Drive, and send me a shareable link by a private message.