Help Center
IT support & troubleshooting
When a device is not reporting, the agent is offline, assets are duplicated, and how to reach support.
Why is my device not reporting data?
Work down the chain: is the machine on and online; is the agent running (tray icon present, service started); has the employee acknowledged the monitoring notice; and is the relevant capture switched on in the policy? The Agents page shows last-seen and version to pinpoint where it stopped.
Why is the monitoring agent offline?
The agent has not checked in recently. Confirm network connectivity to the console, that the agent service and watchdog are running, and that the agent version is not blocked by a minimum-version rule (a blocked agent must update before it reports). Restarting the machine re-launches the boot and logon tasks.
How do I troubleshoot connectivity issues?
Check the machine can reach your console URL (firewall, proxy or DNS can block it), that the system clock is roughly correct (it affects secure sessions), and the agent's own diagnostics on the device. Last-seen on the Agents page tells you when contact was lost.
How do I resolve duplicate assets?
Open the duplicates view. The platform correlates device identities and flags likely duplicates (often the same machine re-enrolled). Confirm the match and merge the new record into the original so assignments and history consolidate onto one asset.
How do I restore a deleted asset?
Assets are not hard-deleted in the normal flow — disposal marks an asset Retired and keeps its full record and history. An administrator can reinstate a retired asset by editing its status. If something truly needs recovering, contact support with the asset details.
Live view shows "waiting for signal" — why?
The agent is not running, live screen is not enabled in the monitoring policy for that person, or the employee has not acknowledged the monitoring notice. Fix whichever applies and the tile starts streaming.
My dashboard shows zeros or dashes — what is wrong?
There is no data in the selected period yet — usually because no agent has reported. Confirm at least one agent is enrolled and online under Agents, and widen the period. KPIs fill in as agents check in.
Why can’t I see a particular person or device?
Your role's data scope (branch, department, team or reporting line) limits who and what you see. The person may also be inactive or outside your scope. Ask an administrator if you need access widened.
I paid but my plan is not active yet — what now?
UPI and bank payments are confirmed against the bank reference, not the browser, so there can be a short delay. If it has not activated after a while, keep your payment reference and contact support so we can reconcile it.
The install card or downloads are missing — why?
Agent downloads can be switched off for a company. If the Agents page hides the install card, an administrator can re-enable downloads in settings; the page explains why it is hidden and who can change it.
How do I contact support?
Raise a support request through the console, or use the Contact page on our site. Include the specifics — the affected person or device, what you expected, what happened and any exact error text — to get the fastest first reply.