Troubleshooting

This page helps resolve the most common issues related to application packaging and remote deployment.

Quick diagnostics

Issue	What to check first
The installer cannot be added	Whether the file has been added .exe or .msi
The installation failed with an error	The installation command and the full log
The application was not detected after installation	Verification settings: process, registry entry, or file path
The task was not executed	eAgent status and the date of the computer's last connection
The task cannot be stopped	A task forwarded to the computer cannot be canceled

Installer packaging

The system cannot find the installer file

Check whether the selected file still exists in the repository and whether the installer has not been deleted or replaced with a newer version.

The file cannot be added to the repository

The private repository supports only files .exe and .msi. Other file types must be handled through the Task Server.

Remote deployment

The installation failed with an error

Open the full operation log and check the installation command, parameters, and file availability. You can use the option Ask AIto analyze the log messages.

The application was installed, but the system does not detect it

Check the installation verification configuration. Make sure that the process name, registry entry, or file path matches the actual state on the computer.

The task was not executed on the computer

Check whether the computer is online and whether eAgent connected to the server after the task was created.

I want to cancel a running task

A task that has already been forwarded to the computer cannot be canceled. Deleting its entry from the list of current operations does not stop execution.

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]

In the report, provide:

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

• the most detailed possible description of the issue,

• the name or login of the user affected by the issue,

• the name of the associated computer,

• whether the issue affects one user or multiple users,

• the name of the tab where the issue occurs,

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

• the date and time the issue occurred,

• eAgent status and the date of the computer's last connection,

• applied filters and the selected time range,

• screenshots, error messages, or other materials helpful in the analysis.

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

If you do not receive confirmation, the report may not have reached the support team. In that case, check that the recipient address is correct and send the message again.

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