Troubleshooting

This page helps resolve the most common issues related to creating, running, and scheduling scripts.

Quick diagnostics

Issue	What to check first
The script was not executed	The eAgent status and the computer's last connection date
The script ended with an error	Full task log
The schedule does not start the script	The start date, end date, and selected interval
The script has expired	The time range set for the task
The script does not have access to the network resource	The selected permission context

Script execution

The script was not executed on the computer

Check whether the computer is online and whether eAgent connected to the server. Then verify that the task falls within the configured time range.

The script ended with an error

Open the full task log and check the error message. You can use the Ask AI option to analyze the log content.

The script does not have access to the network share

If the script uses a protected network resource, run it in the Another user context and specify an account that has access to this resource.

Schedules

The schedule does not start the script

Check the start date, end date, selected interval, and whether the schedule was terminated after a specified number of executions.

The script has expired

The script will not be executed after the configured time range ends. Edit the task and set a new end date if the script should run longer.

Error report

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

Reports should be sent to:

[e-mail]

In the body of the report, include:

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

• a possibly detailed description of the problem,

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

• the name of the associated computer,

• information on 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 problem independently,

• the date and time the problem occurred,

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

• the applied filters and the selected time range,

• screenshots, error messages, or other materials useful for 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, verify the recipient address and send the message again.

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