ActivTrak's Windows Agent

ActivTrak’s Windows Agent is available for users operating computers with a Windows Operating System (OS).

Check supported OS versions here.

Check ActivTrak's latest Windows Agent version and change log here. 

Learn more about the Windows Agent in the sections below:

• Windows deployment methods
• Windows Agent troubleshooting
  • Whitelisting ActivTrak
  • Windows Agent not installing
  • Windows Agent not reporting

Windows deployment methods

• Direct methods are an option when an Admin has physical access to the device
• Remote methods are necessary when an Admin does not have physical access to the device
• Silent options indicate that the deployment method can be unknown to the user

Windows Agent troubleshooting

WHITELISTING ACTIVTRAK

The most common cause of Windows Agent issues is interference from antivirus or firewall. Whitelisting should be an early troubleshooting step. Ensure there are no conflicts due to security software on the monitored computer by following this guide.

Note: It is possible for the Agent to be disabled on some computers but not others, so you should still follow whitelisting even if other computers are reporting normally. It is also possible for the Agent to report for a while and then suddenly stop, for example due to a security software update.

WINDOWS AGENT NOT INSTALLING

1. Ensure that you are installing the software with Admin credentials. ActivTrak can only be installed by an Admin of the machine you are attempting to track.

2. Ensure the installer file was not renamed. This includes your computer adding a (1) or (2) at the end of the file if there were multiple copies in your downloads. Modifying the file name may prevent the agent from being properly installed.

3. From time to time, Windows will flag the ActivTrak installer as being a potential risk. When you first run the installer, you may be presented with a screen that reads “Windows protected your PC / Windows Defender SmartScreen prevented an unrecognized app from starting. Running this app might put your PC at risk.”

Right-click on the install file and select "Properties". If you see the Security message below, check the "Unblock" box and Apply, then re-run the installer. If you are deploying using the Remote Installer or Group Policy, checking this box on the source installation file will allow you to push it to the target computer(s) as well.

 WINDOWS AGENT NOT REPORTING

After installing ActivTrak onto a new machine, data should begin uploading to the platform within a few minutes after the user is logged in. If initial data does not appear, or if a user was reporting for a while and appears to have suddenly stopped, there are several steps that can be taken in order to troubleshoot and identify the issue.

Within the ActivTrak application:

1. Verify that all Date Range and User/Group filters are set correctly as this common mistake can prevent data from appearing and make it seem as if someone isn't reporting. The filters will be located along the top of all applicable pages.

2. If it seems like none of the users are reporting, check whether you are over the license limit by clicking on your account avatar in the top right-hand corner of the ActivTrak app; the dropdown menu displays a ratio of users to licenses. Paid accounts that did not take action on a license overage within the 14-day grace period will see a red warning banner along the top of the screen. Data will still be collected, but it will not be viewable until you either reclaim licenses or purchase new ones.

Note: Free plans are only allowed 3 users and 3GB of storage and have no grace period. Once you exceed either of these limits, data is immediately hidden until you either delete users and/or data, or upgrade to a paid plan.

3. Verify that the user you are expecting to see is not listed under Settings > Users & Groups > Do Not Track. If they are on this list, click the Remove button next to their name to instruct the Agent to start collecting data.

Note: the user will not reappear within the account until they are next active and generate the first log.

4. Confirm that the user(s) are being tracked during the desired time-frame(s). You can view, edit, and apply schedules to users from Settings > Scheduling.

Note: The tracking schedule for each user will be based on their computer's local time zone and not the Account Time Zone.

New users are automatically assigned to the Default Schedule, and the default schedule is automatically 24x7. If you have just installed the Agent but the user is not reporting, check if an Admin modified the Default Schedule to where it is no longer 24x7. If the install happens outside of the scheduled Default times, the user will appear the next time they are active on the machine during the Default Schedule. Then move them to another schedule if desires. Learn more about the Scheduling feature here.

5. Check to see when the Agent last reported and if they are on the latest Agent version. You can view both the Last Log Record and Agent Version from Settings > Users & Groups > Computer Agents. The latest version is listed here. If the Agent Version is outdated, download a new Agent directly from a Home page as that will always host the most recent version. Then deploy using one of these methods.

On the tracked computer:

6. In order for ActivTrak to send and retrieve data, the agent must be running. This can be checked within the Task Manager on the monitored machine. SVCTCOM will be listed under the 'Services' tab and SCTHOST under the 'Details' tab.

If SVCTCOM and SCTHOST are shown, right-click on the service SVCTCOM and select 'Restart'. Data should begin uploading within a few minutes.

7. If you didn't already, ensure there are no conflicts due to security software on the monitored computer by following this guide. Don't forget to check the built-in Microsoft Defender, as it is a very common culprit.

Note: It is possible for the Agent to be disabled on some computers but not others, so you should still follow whitelisting even if other computers are reporting normally. It is also possible for the Agent to report for a while and then suddenly stop, for example due to a security software update.

Learn more:

• ActivTrak Agent Deployment Guide
• ActivTrak Agent Footprint, System Compatibility and Browser Requirements
• Latest ActivTrak Agent Versions
• What Data Does ActivTrak Collect?
• Contact Support