Absolute Common Questions

Absolute Common Questions

Q: The Absolute agent is not appearing on a device in the console.

A: The Absolute agent may not appear in the console if the device is unable to communicate with Absolute services. Network configurations, firewall rules, or proxy restrictions can block the required connections and prevent the agent from reporting correctly. Reviewing and adjusting these settings typically resolves the issue. For more information on the required network configuration, see our Network Recommendations.

Q: A policy I created does not seem to be working on a device.

A:
  1. Go to Devices > All Devices and select the device in question.
  2. Check the "Last Check-in" time. If it's outdated, the device is offline and cannot receive policy updates.
  3. If the device is online, view its details to see the reported policy status and any error messages.

Q: I need to provide a diagnostic report to Absolute Support.

A: You can generate this directly from the console.
  1. Navigate to the specific device in Devices > All Devices.
  2. In the device details panel, look for an option to "Collect Diagnostics" or "Generate Support Report."
  3. This will compile logs and system information that can be forwarded to support to expedite troubleshooting.

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