Troubleshooting activation
Before Activation
You need to have the following in place before you will be able to activate any "At Risk" device:
- A valid Trial or Commercial license
- The device needs to belong to a Team
- The Team needs an assigned Vault and Policy
What to expect after activation
After activating a device it will go through the following:
- Device goes into a Pending state
- During the Pending state this happens:
- The device will receive an activation token from Endpoint Cloud (Click here to learn more)
- The discovery agent will start to download the Protection Agent from the Vault
- After the download the Protection Agent will be installed and started automatically
- On startup the device will be authenticated by the AD Connector
- Device activated successfully
Device is staying in a Pending state
If the device stays in a Pending (yellow icon) state it may mean that:
- The device did not receive an activation token
- Check that the device is joined to the domain and has a valid trust relationship
- The discovery agent is unable to download the Protection Agent from the Vault
- Check that the client devices can connect to the Vault server on port 9000 (the port number may be different if you are not using the default)
- The Protection Agent installation failed
- Check permissions to install software on the user device
- Check that your Antivirus is not blocking the installation
Device status changed to Failed
If the device status changed to Failed it may mean that:
- The AD authentication failed
- Check that the AD Connector service is started and online
- Check that the AD Domain controller is online and reachable from the AD Connector server
- The Protection Agent download was interrupted
- Ensure the device is online and then activate again
- Ensure that the client devices can connect to the Vault server on port 9000 (the port number may be different if you are not using the default)
Related articles:
How do I verify that a device received an activation token?