Troubleshooting

This page helps diagnose the most common issues related to devices, device addition, automatic detection, data display, and performing operations.

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

Quick diagnostics

Issue	What to check first
The device does not appear in the system	The device addition method and active filters
The USB device was not detected	The operation of eAgent and the DLP policy configuration
I cannot find the device	The search field, active filters, and visible columns
Device information is missing	The device type and how it was added or detected
I cannot see the required column	Settings Column view
The detail card does not contain the expected data	The device type and the scope of data available in the system
I cannot edit or assign the device	Permissions and the availability of operations for the device
The device appears in the list more than once	The name, model, and Device ID

Adding and detecting devices

The device does not appear in the system

If the device should be located in the section IT Infrastructure > Devices, first check how it should be registered.

Device added manually

1. Verify that the device addition process has been completed.

2. Go to IT Infrastructure > Devices.

3. Clear the search field and active filters.

4. Search for the device again.

Device detected automatically

Verify that the mechanism responsible for detecting the given device type has been configured.

Not all devices are automatically detected by eAuditor Cloud. The registration method depends on the device type and system configuration.

More information can be found in the article Device addition.

The USB device was not detected

If the USB device connected to the computer did not appear in the system:

1. Check whether the service is running on the computer eAgent.

2. Check whether the computer is communicating with eAuditor (check when it was last "seen" in the system).

1. Verify that a DLP policy using the event has been configured USB device connection.

2. Check whether the policy has been deployed to the correct computer or computer group.

3. Reconnect the device and verify that it has been registered.

Installing the service alone eAgent does not result in automatic detection of connected USB devices. Configuring and deploying the appropriate DLP policy is required.

The configuration method is described in the article USB device connection.

I cannot import devices

Function Device import is currently under development.

If import is not available in your version of eAuditor, use manual device addition or the available automatic detection mechanisms.

More information can be found in the article Device addition.

Device data

The device data is incomplete

The scope of information available in eAuditor Cloud depends on the device type and the method by which it was added or detected.

Not every device provides the same set of information.

If the device was added manually, review its data and, if necessary, complete it using the Edit.

The device data is incorrect

If the saved information is incorrect:

1. Go to IT Infrastructure > Devices.

2. Find the device.

3. Open the available operations.

4. Select Edit.

5. Correct the data.

6. Save the changes.

Detailed instructions can be found in the article Device management.

List, filters, and views

I cannot see all devices in the table

Verify whether the device list has been restricted by the search field or active filters.

1. Clear the search field.

2. Remove the active filters.

3. Check the device list again.

If the device is still not visible, verify that it was added or detected correctly.

The table does not show results after filters are applied

The applied criteria may exclude all devices from the current view.

Remove the filters one by one or clear all criteria, and then apply them again.

The detailed filter behavior is described in the article Filtering.

I cannot see the required column

Not all available columns must be visible by default.

Open Column view and enable the column you need.

Using the same mechanism, you can also customize the order of the displayed information.

I cannot find a specific device

1. Clear the active filters.

2. Remove the current value from the search field.

3. Search for the device again.

4. If necessary, enable additional columns using the Column view.

Use the available information to identify the device, such as the name, type, model, assignment, or Device ID.

Detail card

I cannot see the expected information on the Detail card

The scope of information available on the Detail card depends on the device type and the data registered in eAuditor Cloud.

Check the individual tabs:

• Overview

• Relations

• Users

• Alerts

• Documents

The absence of a specific item of information does not always indicate an error. For different device types, the scope of available data may vary.

I cannot see device relationships

Go to the Relations tab on the Detail card.

If the expected relationship is not there, verify that the relevant relationship has been registered in eAuditor Cloud.

I cannot see the user associated with the device

Check the Users tab and the information available in the section Overview.

If the user is not visible, also verify the device assignment.

Device management

I cannot edit the device

Check:

1. Whether the device is still present in the system.

2. Whether you have the permissions required to perform the operation.

3. Whether the Edit option is available for the selected device.

If editing is available but the changes are not being saved, try again and pay attention to any message displayed by the system. The cause may be a lack of internet connection.

I cannot assign the device

Check whether:

• you have the appropriate permissions,

• the selected organizational structure item is available,

• the device is still present in the system.

Then perform the assignment operation again.

I cannot delete the device

Check your permissions and the availability of the Delete operation for the selected device.

Before trying again, also make sure that you are working on the correct item, the device is still on the list, and that you have an internet connection.

The device appears in the list more than once

Before deleting any item, compare the data identifying the devices.

First of all, check:

• the name,

• type,

• model,

• assignment,

• Device ID.

Do not delete items only because devices have similar names. First make sure that the entries actually refer to the same device.

Before submitting a support request

Error report

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

Requests should be sent to:

[e-mail]

In the request body, provide:

• contact details of the person responsible for communication regarding the request,

• as detailed a description of the issue as possible,

• the name and version of the application affected by the issue,

• information on whether the issue affects one device or multiple devices,

• 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 helpful for analysis.

After sending the message to the address [e-mail] the request will be automatically confirmed by a reply message.

If no confirmation is received, the request may not have reached the support team. In that case, verify that the recipient address is correct and send the message again.

Do not send passwords, login credentials, access keys, or any other authentication information. If the analysis requires additional data, technical support will indicate a secure method for sharing it.