maybe this will help
If this is a newly deployed robot have the security team ensure the virus detection app is not interfering.
restart the robot
Via the console delete the probe and then ensure the probe's directory was removed & then redeploy the probe.
If this was working and you would rather troubleshoot.
set the probe, ppm, & controller for log level 5 and reproduce the problem in the admin console.
for IM console it is distsrv instead of ppm.
after making the config change for the log level, remove or rename the logs just to make troubleshooting easier
set the log level back to 0 or 1, leaving it high results in unnecessary load on the probe.