Troubleshooting
Agent won’t connect
Section titled “Agent won’t connect”- Confirm the service is running — see the Verify it worked section on the deployment page for your OS.
- Confirm the device has outbound network access to your hub URL.
- If it was working before and stopped, check whether the machine’s network configuration changed (new firewall rule, proxy, VPN).
The Windows installer says it could not write its configuration
Section titled “The Windows installer says it could not write its configuration”The message under the error names the problem. The most common causes are an enrollment token that contains a space or other unexpected character (copy it again, without surrounding spaces) and a hub address that is not a web address. The address may be typed with or without https://. Fix the value and run the installer again; nothing is left half-installed.
An agent shows “stopped unexpectedly” or “service was stopped”
Section titled “An agent shows “stopped unexpectedly” or “service was stopped””Open the device and look at its Agent health panel. “Stopped unexpectedly” means the agent process was ended (by a person in Task Manager, by kill, or by a crash) and the operating system started it again, so monitoring has already resumed. “Service was stopped” means someone stopped the service itself; it stays stopped until someone starts it, and the alert clears when it runs again. See Agent health and stopped agents.
Install command fails or times out
Section titled “Install command fails or times out”Enrollment tokens generate a download link valid for 15 minutes. If you copied the command earlier and are only running it now, generate a fresh one rather than debugging an expired link.
Network discovery isn’t finding other devices
Section titled “Network discovery isn’t finding other devices”Discovery runs from your installed agents scanning their local network — it can only see devices reachable on the same network segment as an agent. A device with no agent on its subnet, or behind a firewall/VLAN boundary that blocks the scan, won’t appear in Guardian Flow even if it’s otherwise online.
Alerts aren’t firing
Section titled “Alerts aren’t firing”Check that the relevant alert rule is enabled and that a notification channel is configured — an alert can be recorded internally without ever reaching you if no channel is set up to deliver it.
Still stuck?
Section titled “Still stuck?”Reach out to support with your tenant name and, if relevant, the affected device’s hostname — that’s enough for us to look up what happened on our end.