Troubleshooting

How do I gather logs from the Reveal Agent?
The logs from the Reveal Agent are gathered by generating a debug bundle.  This can then be sent to our support team to analyze.  Below are the steps to gat...
Thu, 10 Sep, 2020 at 10:02 AM
Outlook Plugin - "The operation failed"
Please see:  https://support.microsoft.com/en-gb/help/3028159/the-operation-failed-error-when-you-send-email-messages-in-outlook
Fri, 14 Aug, 2020 at 4:50 PM
High CPU usage on the Reveal Agent?
The Reveal Agent is designed to be as lightweight as possible to avoid impacting performance of its host machine, however depending on the machine workload ...
Fri, 14 Aug, 2020 at 1:22 PM
Chrome Extension: continues to show as enabled
While Chrome extensions do have a concept of state (Enabled/Disabled), the agent browser commands for enable/disable are not in association with that of the...
Fri, 14 Aug, 2020 at 1:24 PM
Incognito or private browsing modes no longer available after Agent install
  Since Agent 5.0.1, support has been increased for multiple browser extensions. By default they do not enable incognito or private browsing modes, to avoi...
Thu, 10 Sep, 2020 at 10:01 AM
Avoiding upgrade failures and broken agents when using bulk provisioning tools
Several customers have observed problems with installing the Windows Reveal Agent using bulk provisioning tools. Symptoms Prior to a reboot, an agent may...
Thu, 10 Sep, 2020 at 10:04 AM
Why are screenshots failing when requested?
From Agent 3.0.x onwards, there is the ability for an operator to capture a screenshot of the host machine an agent is running on.  In some cases, we may se...
Fri, 14 Aug, 2020 at 1:38 PM
Linux agents do not show upgraded version when upgrading via Admin -> Agents Auto-Upgrade
Using the auto-upgrade feature for updating all node versions:     You may notice that Linux nodes are not showing the new version after some period of...
Fri, 14 Aug, 2020 at 1:40 PM
Agent MSI installation fails
Should the Windows agent installation MSI fail to complete, an installation log can be obtained by re-running the installer from the command line with the f...
Fri, 14 Aug, 2020 at 1:41 PM
Why do I see "Kernel Components are not loaded" on Mac Agent?
The Mac Agent requires use of a kernel extension (kext) for its full capabilities.  This kext should be loaded on initial install.  However in some instance...
Fri, 14 Aug, 2020 at 1:46 PM