Contents
- Computer Agents Table
- Computer Agent Detailed View
- Computer Agents Search and Filter
- Computer Agent Administrative Actions
- Agent Health Status
Overview
ActivTrak Admins can manage Computer Agents from Settings > Users and Groups > Computer Agents. This page is only visible to App Access users with administrator permissions. It allows Admins to view and export computer information and take administrative actions to delete or uninstall computer agents.
Computer Agents Table
The Computer Agents page includes a new table that displays the key Computer Agent information, detailed below.
| Table Column Name | Description |
|---|---|
| ID | The ActivTrak ID number of a computer agent. The first computer agent in an organization starts at 1 and increases sequentially. |
| Primary Domain \ Computer (Alias) | A concatenation of a computer agent’s primary domain (present only if the domain is connected), computer name, and computer alias (present only if populated). |
| First Log Record | A date timestamp that represents the First Log Record for a given system. |
| Last Log Record | A relative time value from the current time to the last log record for a given computer. |
| Last Screenshot | A relative time value from the current time to the screenshot for a given computer. This is only displayed if screenshots are enabled (requires the Screen Details (Add-on)). |
Computer Agent Detailed View
Click on a given Computer Agent to bring up its detailed Agent Info and Activity Details:
Click View Activity Log to take you directly to the Activity Log pre-filtered for that specific Computer:
Computer Agents Search and Filter
ActivTrak Admins can use the search field on the Computer Agents page to search for computers by Primary Domain, Computer Name or Computer Alias. When executing a quick search, the Admin will see the results broken down by type.
An automated audit log entry of active but non-reporting computer Agents within the account is also available in the Security Audit Log. You'll be able to learn more about the Agents Not Reporting audit log entry here.
Admins can take advantage of new advanced search capabilities by selecting the filter icon on the right side of the search bar. Selecting this icon will reveal the advanced search interface. Using this interface, admins can create advanced searches with specific search criteria.
Other available options allow Admins to export all computer agent information and access the agent installation media.
Computer Agent Administrative Actions
Admins can take actions to manage computer agents on the computer agents page. Using the three-dot menu on the row item for a given Computer Agent, Admins can delete or uninstall it.
- Delete: Removes the historical data collected for that computer from ActivTrak, but does not uninstall the Agent. If the Agent is still installed and the system is in use, the computer will reappear in reports and dashboards with new data.
- Uninstall Agent: Removes the historical data collected for that computer from ActivTrak and sends an uninstall command to the system, removing the Agent and preventing future data collection. To uninstall the Agent while keeping historical data, use the first method in this article or contact Support.
- Bulk Delete: Admins can delete multiple Computer Agents at once by selecting them using the checkboxes, then clicking Delete at the top left of the page.
Important!
Deleting a Computer Agent removes all historical data collected by that computer, even if User Agents have been merged (Computer Agents cannot be merged). Computer Agents don't count toward licenses, though, so it doesn't hurt anything to leave old ones on your Computer Agents page!
Agent Health Status
The Agent Health Status helps admins quickly diagnose device issues before contacting Support. Located on the Settings > Users & Groups > Computer Agents page, this tool helps determine if performance problems stem from the ActivTrak Agent, network connectivity or user permissions.
Status Indicators
The Agent Health Status is displayed on the Computer Agents page as a colored Status circle that you can click to view more information.
– All checks have passed
– At least one check is in a "Degraded" state
– At least one check is in a "Failed" state
– The Agent was uninstalled, or the device was inactive for more than 1 week
Status Dashboard
The Agent Health Status dashboard is accessed by clicking the Status circle for a given computer. General device and agent info is displayed, as well as a set of system and user checks, and the ability to restart the agent remotely:
Agent System Checks
Agent System Checks on the left side of the dashboard monitor backend connectivity to essential ActivTrak services and queued data backlogs awaiting upload. Details and troubleshooting are included in the table below:
| Check | Healthy | Degraded | Failed | Troubleshooting |
|---|---|---|---|---|
| Endpoint: backend.activtrak.net reachable | Reachable | Unreachable, but not the primary region | Backend unreachable since startup |
All unreachable: Check the user’s network connection and allowlisting. Failed: If no backlog (below), just wait. If backlogged, check https://status.activtrak.com. |
| Endpoint: backend-gcp- .activtrak.net reachable | Reachable | N/A | Primary region unreachable | |
| Endpoint: ws.activtrak.net reachable | Reachable | Unreachable | Backend unreachable since startup | |
| Log Backlog Record Count: Backlog count of X | <100 | 100-499 | >=500 |
If the user logged off for the day: Wait for next business day for backlog to upload. If possible, leave device on until fully caught up. If 5+ users on device: Request device re-config as Terminal Server via Support. |
| Screenshot Backlog Record Count* | <100 | 100-499 | >=500 | |
| Alarm History Backlog Record Count: Backlog count of X | <100 | 100-499 | >=500 |
*Requires the Screen Details (Add-on)
Note: For Chromebook users, the above checks will appear under User Checks instead of System Checks.
User Checks
User Checks on the right side of the dashboard will list each user on the device and their permissions, depending on the operating system.
Details and troubleshooting are included in the table below:
| Check | OS | Healthy | Degraded | Failed | Troubleshooting |
|---|---|---|---|---|---|
| Accessibility |
Windows, MacOS |
Functional | N/A | Not functional |
Windows: Always available MacOS: See below |
| Accessibility permission | MacOS only | Permission granted | N/A | Permission denied | Manually grant in Settings or uninstall/reinstall |
| Screen Recording permission | MacOS only | Permission granted | Permission denied | N/A | Manually grant in Settings or uninstall/reinstall |
| Location Services permission | MacOS only | Granted or not requested | User cannot change status | Location disabled, or requested and denied | Manually grant in Settings or uninstall/reinstall (not used in 8.4.2 and below) |
Using Agent Health Status to Troubleshoot MacOS Sequoia
Before troubleshooting macOS Sequoia issues, please refer to the macOS Sequoia Deployment Guide.
The Agent Health Status dashboard helps identify common issues with Agents running on MacOS Sequoia through User Checks:
- Accessibility permission: Critical for capturing window titles and activity data. If status is denied (), ask users to grant access on their Mac in System Settings > Privacy & Security > Accessibility.
- Screen Recording permission: Critical for capturing screenshots if configured via the Screen Details add-on. If status is denied () and screenshots are needed, users can grant access on their Mac in System Settings > Privacy & Security > Screen Recording.
- Location Services permission: Optional in MacOS Agent version 8.4.2+. A denied status () won't impact core functionality.
Restart Agent
Admins can click Restart Agent in the upper right of the dashboard to attempt initiating a remote restart after other basic troubleshooting has failed. Once clicked, the Command History tab will show the status and history. If a restart request is pending, the restart option will be disabled until the agent reports back.