Troubleshooting activation

Before Activation

You need to have the following in place before you will be able to activate any "At Risk" device:

  1. A valid Trial or Commercial license
  2. The device needs to belong to a Team
  3. The Team needs an assigned Vault and Policy

What to expect after activation

After activating a device it will go through the following:

  1. Device goes into a Pending state Pending_device.png
  2. 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
  3. Device activated successfully Active_device.png

Device is staying in a Pending state

If the device stays in a Pending state it may mean that:

  1. The device did not receive an activation token
    • Check that the device is joined to the domain and has a valid trust relationship
  2. 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)
  3. 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:Failed_device.png

  1. 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
  2. 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?