Employee showing offline / computer not reporting / missing users / missing computers

Possible Causes:

  1. Monitoring is disabled for that employee or PC.
  2. Employee was removed.
  3. Antivirus issues.
  4. Firewall / proxy issues.
  5. License limitation (i.e. you have used up all the users/endpoints allocated on your license).
  6. Bad password (Revealed Agent only).
  7. User already logged in (Revealed Agent only).
  8. Agent is not installed properly.

Diagnosis:

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  1. First check what might be causing the error. You can do so using the Notifications report. Click the Notification icon image-221__1_.png near the top right corner of the dashboard.
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  1. On the Notifications screen, you will be able to see all the notifications, such as: if an employee is deleted, if monitoring disabled on PC etc.

Solution:

  1. If monitoring is disabled for a computer, turn monitoring on for it. Check out this article to learn how.
  2. If an employee is deleted, restore them. Check out this article to learn how.
  3. To fix antivirus related issues, check out the Antivirus Configuration Guide.
  4. To fix firewall/proxy issues, check out the Firewall and proxy issues article.
  5. If you need to monitor extra users/endpoints but ran out of your license allotments, you can disable monitoring for the computers you don’t need and use those freed-up licenses to monitor the computer you need to monitor. Check out this article to learn how to enable/disable monitoring for a computer. You can also upgrade your license to get more allotments. How to upgrade or downgrade my subscription.
  6. Check out the How to change another user’s / employee’s password? article to learn how to change a user's password.
  7. This may happen when a user is trying to log into the agent from more than one computer. Tell the user to log out of the other computer(s).
  8. To fix agent install issues:
    1. Check the agent service status.
    2. Uninstall the current agent.
    3. Download and install the latest agent from your admin dashboard.
    4. If the agent is still offline, please collect its logs and attach them to the ticket.
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