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  3. General Troubleshooting

Agent Whitelist Addresses for Antivirus and Firewall

David Fatula

David Fatula

If there is security software such as antivirus or a firewall in place for the monitored machines, it is possible that the ActivTrak services will be blocked, preventing the uploading of data.

Please note: it is possible for the agent to be disabled on some computers but not others, so you still need to check whitelisting even if other computers are reporting 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, 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 navigate to where these are located).
  • (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.

 

ANTIVIRUS

The path of the files you will need to whitelist on your antivirus are below.

For 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\Temp\BGStart.exe

For macOS:

  • /Library/LaunchAgents/com.bgrove.activtrak.agent.plist
  • /Library/LaunchDaemons/com.bgrove.activtrak.daemon.plist
  • /Library/PrivilegedHelperTools/svctcom
  • /Library/PrivilegedHelperTools/scthost

 

FIREWALL

All Regions allow these links associated with downloading the agent:

All Regions allow this link associated with Auto-Updating the agent:

The remaining URLs to be allowed are dependent on the assigned Region for the account, not necessarily where you are located. You can find the Region by holding either ‘Ctrl + Alt’ (Windows) or ‘Cmd + Option’ (Mac), and selecting the ‘Reporting Users Icon’ shown below.

Screen_Recording_2021-03-19_at_12.15.44.71_AM.gif

 

Note: Port 443 will need to be open for any outbound traffic.

US:

EU:

Canada:

UK:

Australia:

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