If security software such as antivirus or a firewall is installed on the monitored machines, the ActivTrak services may be blocked, preventing data uploads.
Please note: The agent can be disabled on some computers but not others, so you must check whitelisting even if other computers report normally.
Common symptoms that indicate an antivirus or firewall may be interfering:
- 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 whitelist 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
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:
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:
US
- https://backend-master.activtrak.net
- https://backend.activtrak.net
- https://backend-gcp-us.activtrak.net
- https://ws.activtrak.net
- https://prod-frontendv2-gcp-us.activtrak.com
- https://prod-reporting-us.activtrak.com
-
https://api.activtrak.com
EU
- https://backend-master.activtrak.net
- https://backend.activtrak.net
- https://backend-gcp-eu.activtrak.net
- https://ws-gcp-eu.activtrak.net
- https://api-eu.activtrak.com
Canada
- https://backend-master.activtrak.net
- https://backend.activtrak.net
- https://backend-gcp-ca.activtrak.net
- https://ws-gcp-ca.activtrak.net
- https://api-ca.activtrak.com
UK
- https://backend.activtrak.net
- https://backend-gcp-uk.activtrak.net
- https://ws-gcp-uk.activtrak.net
- https://api-uk.activtrak.com