> For the complete documentation index, see [llms.txt](https://eaclouddoc.eauditor.eu/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://eaclouddoc.eauditor.eu/eacloud-docs-en/features/it-infrastructure/software/troubleshooting.md).
# Troubleshooting
## Troubleshooting
This page helps diagnose the most common issues related to software inventory, remote application uninstall, vulnerability detection, and data export.
Start by finding the symptom that most closely matches the issue you are experiencing, then perform the steps described in the order given.
### Quick diagnostics
| Issue | What to check first |
| ------------------------------------------------- | ------------------------------------------------------------------------------- |
| The program does not appear in the list | The computer's last connection, eAgent operation, and the time of the last scan |
| The program data is incomplete | Whether the vendor saved the name, version, and other installation information |
| The same program appears multiple times | The program's versions, architecture, edition, and additional components |
| The Uninstall option cannot be selected | The selected view, availability of the uninstall mechanism, and permissions |
| The uninstall task has Waiting status | Whether the computer is Online and can receive the command |
| The uninstall failed with an error | The task result, running processes, and support for silent uninstall |
| The program is still visible after uninstalling | Whether a software rescan was performed |
| The vulnerability was not detected | The product name and version, and whether the data is current |
| The vulnerability is still visible after updating | The installed version, required restart, and last scan |
| The export does not include all data | Active filters, the selected view, and the scope of exported data |
### Software inventory
The program does not appear in the list
#### Possible causes
* the computer has not yet sent the scan results,
* eAgent is not running or is not communicating with eAuditor Cloud,
* the program was installed after the last scan,
* active filters are hiding the correct entry,
* the application did not create a standard installation entry,
* the program is a portable application and was not registered as installed.
#### Solution
1. Clear the active filters and search for the program again.
2. Check whether the computer is visible in the system and has the status **Online**.
3. Verify the date of its last connection.
4. Make sure the eAgent service is running on the computer.
5. Wait for the next scan or use the action **Rescan**.
6. Check locally whether the application is visible in the Windows list of installed programs.
{% hint style="info" %}
Portable applications and programs that do not create a standard installation entry may not appear in the software inventory.
{% endhint %}
The program data is incomplete or incorrect
eAuditor Cloud reads information recorded by the operating system and the application installer. If the vendor did not save the name, version, installation date, or other information, the relevant fields may remain empty.
The installation date may also change after:
* a program update,
* an installation repair,
* a reinstall,
* a change to the program entry in the system.
#### Solution
1. Open the view **Details**.
2. Check the program name, vendor, version, and the computer associated with the entry.
3. Compare the data with the information visible locally in Windows.
4. Rescan the computer.
5. If the data is still incomplete, check the installation entry created by the program vendor.
{% hint style="info" %}
A rescan will not fill in information that the installer did not record in the system.
{% endhint %}
The same program appears multiple times
Separate entries may apply to:
* different program versions,
* separate application editions,
* 32-bit and 64-bit versions,
* language packs,
* additional modules,
* shared components,
* different names created by successive installer versions.
#### Solution
1. Go to the view **Details**.
2. Compare the version, vendor, computer, installation date, and registry key.
3. Check whether the entries refer to the same computers.
4. Do not delete the entry or program solely on the basis of a similar name.
5. If one of the versions is unnecessary, verify its dependencies before uninstalling it.
{% hint style="warning" %}
A similar name does not mean the entries are duplicates. One of them may be a component required for another application to function.
{% endhint %}
The program installation date is incorrect
The date shown in eAuditor Cloud comes from information available on the computer. It may indicate the date of the last update, repair, or re-registration of the program, not its first installation.
#### Solution
1. Check whether the program was recently updated or repaired.
2. Compare the date with the information visible locally.
3. Rescan the computer.
4. If the date does not change, it means that this value is being provided by the system or application installer.
### Application uninstalling
The Uninstall option is unavailable
#### Possible causes
* the view is selected **Details**, which is used for analyzing and exporting data; the appropriate views for this operation are **All** and **Recently installed,**
* the application does not provide an uninstall mechanism,
* the program entry does not contain the required information,
* the user does not have the required permissions,
* the feature is not available in the current configuration or plan.
#### Solution
1. Go to the view **All** or **Recently installed**.
2. Find the correct application.
3. Check whether the program has a standard uninstall mechanism.
4. Verify your account permissions.
5. If the option is still unavailable, the program may require a dedicated vendor tool.
The uninstall task remains in Waiting status
Status **Waiting** means that the task is waiting to be received or executed by the computer.
#### Most common causes
* the computer is turned off,
* the device does not have internet access,
* eAgent is not communicating with eAuditor Cloud,
* the task was scheduled for a later time,
* the computer has not yet received the new command.
#### Solution
1. Check whether the computer is turned on.
2. Verify its status and the date of the last connection.
3. Make sure the eAgent service is running.
4. Check the scheduled execution time of the task.
5. Wait for the computer to connect to eAuditor Cloud again.
6. If the computer is Online, but the task is still pending, restart the eAgent service and check the status again.
{% hint style="info" %}
Status **Waiting** does not necessarily mean an error. The task may be executed after the computer restarts and eAgent establishes communication.
{% endhint %}
The program is still visible after a successful uninstall
A correctly completed task does not cause the data in the table to change immediately. The entry will be updated after the next software scan.
#### Solution
1. Check whether the task completed successfully.
2. Verify locally whether the application was removed.
3. Use the action **Rescan** or wait for the next scheduled scan.
4. Refresh the table after the new data is sent.
5. If the program is still visible, check whether another version or an additional application component remains on the computer.
The application was removed only from some computers
The task is performed separately on each selected computer. One computer may complete the operation successfully, while another may remain in pending status or return an error.
#### Solution
1. Check the task result separately for each device.
2. For computers with the status **Waiting** verify the connection and eAgent operation.
3. For computers with an error, check the execution message.
4. Compare the application versions on individual devices.
5. Repeat the operation only on the computers where it was not completed.
### Software vulnerabilities
No vulnerabilities are displayed for the program
No detected vulnerabilities may mean that:
* no known vulnerabilities were found for the detected version,
* the program version was not recognized correctly,
* the vendor saved an incomplete or nonstandard name,
* the computer data is outdated,
* the vulnerability is not yet included in the sources being used.
#### Solution
1. Open the view **Details**.
2. Check the exact program name and the detected version.
3. Compare the version with the information visible locally.
4. Rescan the computer.
5. Verify the version in the vendor's official materials or an external vulnerability database.
{% hint style="danger" %}
No detected vulnerabilities is not confirmation that the application is secure. The result depends on correct identification of the product and version, and on the scope of information available in vulnerability databases.
{% endhint %}
The vulnerability is still visible after updating the program
#### Possible causes
* the inventory has not yet been refreshed,
* the computer is waiting for a restart,
* the update was not installed correctly,
* an older version or additional component is still being detected,
* the installed version is also affected by the vulnerability.
#### Solution
1. Check the current program version locally.
2. Verify that the update completed successfully.
3. Restart the computer if the update requires it.
4. Perform a rescan.
5. Check whether the older version or component of the program is still present on the computer.
6. Open the vulnerability details and compare the version range with the vendor's information.
The CVSS and EPSS results indicate different risk levels
This is not an error. The metrics describe different aspects of risk:
* **CVSS** defines the technical severity of the vulnerability,
* **EPSS** helps assess the likelihood of exploitation in a real attack.
When prioritizing, consider both metrics as well as:
* the importance of the computer,
* the device's internet accessibility,
* the number of vulnerable installations,
* the availability of a fix,
* controls limiting the ability to exploit the vulnerability.
A high CVSS does not always mean the vulnerability will be exploited quickly. A low EPSS does not mean it can be safely ignored.
### Tables, filters, and data export
I cannot see all programs in the table
#### Solution
1. Check whether a filter is set above the table.
2. Verify the filters applied directly in the columns.
3. Clear the search field.
4. Check whether the correct view is selected:
* **All**,
* **Details**,
* **Recently installed**.
5. Refresh the table.
6. Check whether the computers have sent current data.
The table does not show results after filters are applied
Filters can narrow the results against each other. If several conditions are applied at the same time, the table will show only entries that meet all requirements.
#### Solution
1. Remove the column filters.
2. Clear the main search field.
3. Check the date range.
4. Apply one filter and check the result.
5. Add additional conditions one by one, monitoring the number of results.
6. Verify whether **Focus** is active.
The export does not include all data
The export may include the current view, active filters, and available columns.
#### Solution
1. Check whether the correct view is selected.
2. Remove unnecessary filters.
3. Verify the set date range.
4. Make sure the table shows the expected data.
5. Check the visibility of the required columns.
6. Repeat the export.
{% hint style="info" %}
Before exporting, it is worth checking the number of results visible in the table. This allows you to quickly assess whether the report will cover the expected scope of data.
{% endhint %}
### Before submitting a support request
#### Bug report
For the request to be analyzed efficiently, it should include all information required in the procedure below.
Send requests to:
Include the following in the request body:
* 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 or multiple devices,
* a description of the steps taken to resolve the issue independently,
* the date and time the issue occurred,
* screenshots, error messages, or other materials helpful in the analysis.
After sending a message to the address the request will be automatically confirmed by a reply message.
No confirmation means the request may not have reached the support team. In that case, check that the recipient address is correct and send the message again.
{% hint style="danger" %}
Do not send passwords, login credentials, access keys, or other authentication information. If the analysis requires additional data, technical support will indicate a secure way to provide it.
{% endhint %}
---
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