Troubleshooting

This page helps diagnose the most common issues related to computers, eAgent operation, data display, and execution of remote operations.

Start by finding the symptom that most closely matches the issue you are experiencing, then perform the described steps in the order given.

Quick diagnostics

Issue	What to check first
The computer does not appear in the system	The installation and operation of the eAgent service, internet connectivity, and security software
The computer is powered on, but its status is Offline	The date of the last connection, eAgent operation, and the ability to communicate with the server
Missing computer data	The time of the first scan, the last connection, and the monitoring configuration
Two entries for the same computer have appeared	Whether eAgent has been reinstalled and which entry is sending current data
A remote operation cannot be performed	The computer status, plan, permissions, and required components
The task has Waiting status	Whether the computer is Online and can receive the command
Computers are not visible in the table	The Search field, active filters, selected view, and hidden columns
There is no data on the charts	The assigned monitoring scheme
The computer is in the Unassigned view	An assigned owner
A computer without eAgent still consumes a license	Whether its entry has been removed from eAuditor Cloud

eAgent installation and operation

The computer does not appear after eAgent installation

The computer will be displayed in eAuditor Cloud only after eAgent has been installed correctly and has made its first connection to the server.

Check the following in sequence:

1. Whether the installation completed without an error message.

2. Whether the eAgent service is installed and running.

3. Whether the computer has internet access.

4. Whether the firewall, antivirus program, or other security software is blocking eAgent outbound communication.

5. Whether the installer was downloaded from the correct organization in eAuditor Cloud (applies to eAuditor cloud Multitenant).

6. Whether the correct credentials were used during installation, if they were provided.

7. Whether the computer list has been refreshed.

With the default Windows Defender Firewall configuration, additional rules should not be required. The issue may occur with a custom firewall, additional security software, or network restrictions.

If the installer was downloaded with credentials, check the username format:

• domain account - provide the correct domain,

• local account - use the format .\username or computer_name\username.

It may take a short while for the device to appear and for all information to be populated. Data is transferred gradually after eAgent starts for the first time.

If the computer still does not appear in the system, prepare the data described in the section Before submitting a support request.

eAgent installation ends with an error

The most common cause is insufficient permissions or incorrect credentials.

Check:

1. Whether the installer was run with administrator privileges.

2. Whether the provided username and password are correct.

3. Whether the correct domain was specified for the domain account.

4. Whether the local account was saved in the format .\username or computer_name\username.

5. Whether security software blocked the installer.

6. Whether remnants of a previous eAgent installation remain on the computer.

By default, the installer should be downloaded without credentials if the person performing the installation has local administrator privileges.

After reinstalling, two entries for the same computer appeared

Each new eAgent installation generates a new identifier Agent_ID. For this reason, reinstalling may create another entry for the same device, while the previous entry will remain in the system.

To organize the data:

1. Compare the status of both entries.

2. Check the Seen field and determine which entry is sending current data.

3. Compare the eAgent version and the date added.

4. Open the cards for both computers and check which entry contains current information.

5. Delete the outdated entry.

Before deleting, make sure you have selected the old entry. Deleting a device is irreversible.

Connection status

The computer is powered on, but its status is Offline

Status Online does not determine only whether the computer is powered on. It indicates whether eAgent can currently communicate with the eAuditor Cloud server.

A computer can be powered on and still have Offline status if:

• it does not have internet access,

• it is in a closed network,

• outbound communication is blocked,

• the eAgent service is stopped,

• the computer has been put to sleep,

• eAgent has been disabled or uninstalled.

Check the following in sequence:

1. Field Seen, to determine the time of the last connection.

2. The computer's internet access.

3. The eAgent service status.

4. The firewall and security software configuration.

5. Whether the user or administrator has disabled eAgent.

6. Whether the device was started on a network without access to the server.

After communication is restored, the status will be updated automatically.

The computer remains Offline after restart

Restarting the computer should start the eAgent service automatically, unless the startup method has been changed locally.

If the computer is still Offline:

1. Check locally whether the eAgent service is running.

2. Verify internet access.

3. Check the firewall rules and the operation of the antivirus program.

4. Determine whether eAgent has been uninstalled.

5. Refresh the computer table.

If the service does not start or stops again, report the issue to technical support.

Missing or outdated data

Computer data is incomplete immediately after installation

This is normal during the first scan. Individual information is collected and transmitted gradually.

Immediately after installation:

• some fields may be empty,

• temporary values may be visible,

• the operating system may not yet be correctly recognized,

• hardware data, software, and updates may appear at different times.

Check:

1. Whether the computer has Online status.

2. Whether the Seen is updated.

3. Whether eAgent has completed the first scan.

4. Whether additional data appears after refreshing the view.

If the Rescan action is available, you can use it to collect information about the operating system, software, and components again.

Updating all information may take some time. The duration depends on the device, the amount of collected data, and the quality of the connection.

Data is not updating despite Online status

Check:

1. The date of the last data read.

2. Whether the correct monitoring type is enabled.

3. The monitoring scheme assigned to the device.

4. Whether eAgent is running in the current version.

5. Whether the computer is currently performing another long-running task.

6. Whether refreshing the view retrieves newer information.

You can find the monitoring configuration and its assignment to the PC in:

Tools > Configuration > Monitoring

If the issue concerns inventory data and the feature is available, perform the action Rescan.

Widgets on the Overview tab do not show data

Widgets require eAgent to collect the appropriate parameters.

Check:

1. Whether the computer is Online.

2. Whether the correct monitoring scheme is assigned to it.

3. Whether monitoring of the required parameters is enabled in the scheme.

4. Whether enough time has passed since the configuration was assigned for the data to be collected.

5. Whether eAgent is sending other information about the computer.

The configuration is located in:

Tools > Configuration > Monitoring

One of the Active since or Seen fields is empty

The fields describe different states of computer activity:

• Active since is populated when the computer is currently active,

• Seen is populated after the activity ends (shutdown).

If the computer is still active, the field Seen may remain empty. If the activity has ended, the field Active since may be empty, and the system will display the time in the field Seen.

Remote operations and tasks

The remote action is inactive or not visible

The availability of operations depends on:

• the plan you have,

• the permissions of the logged-in user,

• the status of the selected computer,

• the operating system,

• the installed components,

• the number and type of selected devices.

Check:

1. Whether the computer has Online status.

2. Whether your plan includes the given function.

3. Whether your account has the required permissions.

4. Whether the selected computer supports this operation.

5. Whether the required component, e.g. RTC, has been installed.

6. Whether the correct number of computers has been selected.

RTC connection cannot be established

Check:

1. Whether the computer has Online status.

2. Whether the RTC component is installed.

3. Whether the firewall or security software is blocking the connection.

4. Whether the connection requires end-user consent.

5. Whether the user accepted the request, if consent is required.

If the RTC component is not installed, select the following action for the computer Install RTC.

The task remains in Waiting status

Status Waiting means that the command is waiting for the opportunity to be executed.

The most common causes:

• the computer is powered off,

• the computer has Offline status,

• eAgent has not received the task,

• the task has a future scheduled time,

• communication was interrupted.

Check:

1. Whether the computer is running and has Online status.

2. Whether eAgent is working correctly.

3. The date range and task validity period.

4. Whether the command is appropriate for the selected operating system.

5. Whether another task is not blocking the operation.

If the computer regains connectivity, the task may be performed after eAgent receives it.

If the task remains in Waiting status despite an active connection and correct configuration, prepare its name, identifier, creation time, and computer name, then report the issue to support.

The update or remote installation was not completed

Check:

1. Whether the computer was Online when the operation was performed.

2. Whether eAgent received the task.

3. Whether the installer or update is compatible with the operating system.

4. Whether there is enough free space on the computer.

5. Whether the operation does not require a restart.

6. Whether another installation process is not blocking the task execution.

Logs related to update operations are available in:

IT Management > Updates > Logs

or

IT Management > Installations > Logs

If the operation ended in an error, attach the message text and the relevant log entry to the support request.

Table, filters, and views

I cannot see all computers in the table

First check:

1. Whether any text remains entered in the Search field.

2. Whether filters are active in the columns.

3. Whether the correct view is selected: All, Assigned or Unassigned.

4. Whether the computer is not on the next page of the table.

5. Whether your account has access to the correct organizational structure item.

Column filters may be outside the currently visible area of the table. Scroll horizontally and check the menus for individual columns.

The table shows no results after filters are applied

Combining multiple criteria may narrow the list to zero.

To restore the results:

1. Clear the field Search.

2. Check each column where a filter is set.

3. Remove the entered values or selected options.

4. Refresh the table.

Currently, each column filter must be removed in the column where it was set. As a last resort, log out and log back in; this will remove all active filters in the table.

I cannot see the required column

The column may be hidden in the view settings.

Click the column settings icon in the upper-right corner of the table, then:

1. Find the required column.

2. Mark it as visible.

3. If necessary, drag it higher in the list.

4. Close the settings panel.

Hiding a column does not remove data from the system.

The computer is in the Unassigned view

The device does not have an assigned owner.

To change this:

1. Open the computer card.

2. Go to the Users.

3. Edit the field Owner.

4. Select the appropriate person and save the change.

After assigning an owner, the computer will also be visible in the view Assigned.

Uninstallation, removal, and licenses

After uninstalling eAgent, the computer is still visible

This is the correct system behavior.

Uninstalling eAgent:

• stops data transmission,

• prevents additional remote operations from being performed,

• does not remove the device entry from eAuditor Cloud.

The computer will remain in the table with Offline status until it is manually removed.

A computer without eAgent still uses a license

Yes. The license is occupied by the computer entry in eAuditor Cloud, even when eAgent has been uninstalled or the device remains Offline.

To free up the seat:

1. Make sure the device will no longer be monitored.

2. Check whether its data is still needed.

3. Select the computer in the table.

4. Use the action Delete.

5. Confirm the deletion.

Deleting a computer is irreversible. Adding the device again will require installing eAgent.

How does uninstalling eAgent differ from deleting a computer?

Uninstalling eAgent removes the service from the device but leaves the computer entry in eAuditor Cloud.

Deleting a computer removes its entry from the system and frees the occupied license seat.

Before submitting a support request

Error report

For the report to be analyzed efficiently, it should contain all information required in the procedure below.

Reports should be sent to:

[e-mail]

The body of the report should include:

• contact details for the person responsible for communication regarding the report,

• as detailed a description of the issue as possible,

• a description of the actions taken to resolve the issue independently,

• the date and time when the issue occurred,

• screenshots, error messages, or other materials that may help in analyzing the issue.

After sending the message to [e-mail] the report will be automatically acknowledged with a return message.

No confirmation means the report did not reach the support team. In that case, verify the recipient address and send the message again.

Do not send passwords, login credentials, or other authentication information. If the report requires additional data, technical support will indicate a secure way to provide it.