Troubleshooting

A practical checklist for the issues teams hit most often. Work top-down - most problems come down to connectivity, privilege, or using an out-of-date installer.

Device isn't checking in

  • Confirm the PC can reach your console URL (cloud or LAN server) - a firewall or proxy is the usual culprit.
  • Make sure you used a current installer for the correct tenant; an old or wrong-tenant installer won't enroll where you expect.
  • Verify the agent service is running on the machine.

A restriction isn't applying

Restrictions are enforced by the agent on the endpoint, and some require the change to be applied with sufficient privilege. If a toggle shows as set in the console but the device behaviour hasn't changed, confirm the device has checked in since the change and that the agent applied the policy. Some shell-level changes take effect after the relevant Windows surface refreshes.

Desktop Agent Console shows offline

  • The desktop console talks to the agent over a local loopback bridge; if it reports offline, confirm the agent service is running on that same PC.
  • During a long local apply the console may briefly pause its liveness checks - let the operation finish before judging connectivity.
  • If the window is blank or white, the Microsoft Edge WebView2 Runtime may be missing - install it and relaunch.

Can't uninstall the agent

The agent is tamper-resistant, so removal is deliberate. If it was installed with an uninstall credential, you must supply that password to remove it. Use the current uninstall path rather than deleting files by hand.

Frequently asked questions

The console shows a toggle on, but the PC isn't restricted. Why?

Usually the device hasn't checked in since the change, or the change needs a privileged apply or a shell refresh on the endpoint. Confirm check-in and that the agent applied the policy.

Why is the desktop console white and blank?

That's typically a missing Microsoft Edge WebView2 Runtime. Install the runtime and relaunch the desktop Agent Console.

I lost the uninstall password. What now?

A protected agent requires its uninstall credential to remove. Contact your CtrlOne administrator or support for recovery guidance.

Still stuck?

Reach the CtrlOne team through the contact page for technical support and security disclosures.