If security software such as antivirus or a firewall is installed on the monitored machines, the ActivTrak services may be blocked, preventing data uploads. Follow this guide to set up your Allowlist (Whitelist).
Please note: The agent can be disabled on some computers but not others, so you must check your allowlist even if other computers report normally.
Common symptoms that indicate an antivirus or firewall may be interfering with the ActivTrak Agent:
- An agent was recently installed on a computer, and the user is active, but no data is showing
- Data in the Activity Log only contains SYSTEM EVENTS, but no user activity
- User(s) suddenly stopped reporting after a recent software update
- A backlog of screenshots is visible on the local computer (if you have access to the computer, a member of our support team can help you locate them)
- (Windows) Within Task Manager on the monitored computer, SVCTCOM is missing under 'Services', and/or SCTHOST is missing under 'Details'
- (Mac) Within Activity Monitor on the monitored computer, SCTHOST and/or SCTHOSTP are missing from the 'CPU' tab
Contents
Antivirus
The following is the path of the files you will need to allowlist on your antivirus:
Windows
Replace “SysWow64” with “System32” if on a 32-bit system.
C:\Windows\SysWow64\SVCTCOM.exe
C:\Windows\SysWow64\SCTHOST.exe
C:\Windows\SysWow64\SCTHOSTH.dll
C:\Windows\SysWow64\syschk.exe
C:\Windows\SysWow64\svctcr.exe
C:\Windows\SysWow64\conmhost.exe
C:\Windows\Temp\activtrakagent.msi
C:\Windows\Temp\BGStart.exe
C:\Windows\Syswow64\aam_update\BGStart.exe
C:\Windows\Syswow64\BgStart.exe
C:\Windows\Syswow64\scthosti.exe
C:\Windows\Syswow64\aamdata\diagnostics_app.exe
C:\Windows\Syswow64\aamdata\atutil.exe
C:\Windows\Syswow64\aamdata\log_capture_app.exe
The following is the ActivTrak Agent installer, which will have a unique name per account and version for security purposes:
C:\Windows\Syswow64\aam_update\<ATAcctXXXXXX>*.msi
Please see this Help Center article to find your account number.
macOS
/Library/LaunchAgents/com.bgrove.activtrak.agent.plist
/Library/LaunchDaemons/com.bgrove.activtrak.daemon.plist
/Library/PrivilegedHelperTools/svctcom
/Library/PrivilegedHelperTools/scthost
/Library/PrivilegedHelperTools/scthostp
/Library/PrivilegedHelperTools/scthostu
/Library/PrivilegedHelperTools/svctcr
Firewall
Note: For the regional lists, use the list based on the region assigned to the account, not necessarily where you are located. Port 443 will need to be open for any outbound traffic.
All Regions
Allow these links associated with downloading the agent:
https://agent-dl1.activtrak.net
https://agent-dl2.activtrak.net
https://agent-dl3.activtrak.net
Allow these links associated with Auto-Updating the agent:
Windows: https://storage.googleapis.com/activtrak-windowsbuild-images/master/auto_update/version.txt
Mac: https://storage.googleapis.com/activtrak-macbuild-images/main/* (Note: the * wildcard is necessary because the rest of the link will change with each version.)
Allow this link associated with the self-serve cart:
https://prod-cart-gcp-us.activtrak.net
US
https://backend-master.activtrak.net
https://backend-gcp-us.activtrak.net
https://prod-frontendv2-gcp-us.activtrak.com
https://prod-reporting-us.activtrak.com
EU
https://backend-master.activtrak.net
https://backend-gcp-eu.activtrak.net
https://ws-gcp-eu.activtrak.net
Canada
https://backend-master.activtrak.net
https://backend-gcp-ca.activtrak.net
https://ws-gcp-ca.activtrak.net
UK
https://backend-gcp-uk.activtrak.net
https://ws-gcp-uk.activtrak.net
Australia
https://master-backend.activtrak.net
https://backend-gcp-au.activtrak.net