CUSTOMER HUB / TROUBLESHOOTING
Troubleshooting Centre
Guided self-service diagnostics that can flow directly into a structured support ticket when the issue is unresolved.
1 Service2 Category3 Problem4 Recommended steps
RECOMMENDED TROUBLESHOOTING
SELF-SERVICEEndpoint Security → Agent Offline
Complete these checks in order. Your selections can be carried into a support ticket if the issue remains unresolved.
- Confirm internet connectivity
Verify the endpoint can reach normal internet resources and the corporate network.
- Restart the security agent
Restart the endpoint security service using the approved local service controls.
- Confirm endpoint registration
Check that the endpoint is still registered to the correct organisation and policy group.
- Check the latest agent update
Confirm the endpoint is running the current supported agent version.
- Restart the workstation
Restart and allow up to five minutes for the agent to reconnect.
Still having a problem?
Create a ticket with your selected service, category and problem pre-populated.