If an employee or computer is not appearing correctly on your dashboard or shows as offline, it is usually due to one of the following factors:
Possible Causes:
1. Monitoring is disabled for that employee or computer.
2. Employee was archived (removed).
3. Antivirus or EDR software issues interfering with the Agent.
4. Firewall / proxy issues blocking the Agent-Server communications.
5. License limit reached (i.e., you have used up all your allocated license seats).
6. Employee trying to login with an incorrect password (Revealed Agent).
7. User already logged in on another computer (Revealed Agent).
8. Agent is not installed properly or the service is not running.
9. Computer was renamed after the agent was installed.
10. BI data sync delay — monitoring is working but activity data has not yet appeared (BI reports refresh up to every 4 hours).
Diagnosis:
Use the Notification dashboard to identify common issues:
The dashboard provides notifications for common issues, including deleted employees, invalid login attempts, and disabled monitoring, etc.
Tip: If the employee appears online but no activity data is showing, this is often a BI data sync delay — not a connectivity problem. BI reports can take up to 4 hours to refresh. To check the sync status, go to Settings > System Health and review the BI Status section. The 'Last sync time' shows when the BI engine last processed data.
Solutions:
1. If monitoring is disabled for an employee/computer, turn it on. Check out this article to learn how.
2. If an employee/computer is archive (deleted), restore them. Check out this article to learn how.
3. To fix antivirus related issues, check out the Antivirus & EDR Configuration Guide.
4. To address firewall/proxy issues, check if Teramind IP addresses/hosts and ports are reachable.
5. If you need to monitor extra employees but ran out of your license allotments, you can disable monitoring for the employees you don’t need and use those freed-up licenses to monitor the new employees. Check out this article to learn how to enable/disable monitoring. You can also update your subscription to get more licenses.
6. Check out this article to learn how to change an employee's password if they've lost it and can't reset it themselves.
7. This may happen when a user is trying to log into the Revealed Agent from more than one computer. Tell the user to log out of the other computer.
8. To fix Agent install issues:
If the Agent is still offline, please collect its logs and send them to our support team for further diagnosis.
9. If a computer was renamed after the agent was installed, the renamed computer will appear as a new entry in the dashboard while the old entry may show as offline or missing. To resolve this:
Check the Computers page and look for both the old and new computer names. Use the Account Status dropdown to include deleted computers if needed.
Archive (delete) the old computer entry to free up the license, and confirm the new entry has monitoring enabled.
If the new entry is not appearing, reinstall the agent on the renamed computer.
10. If monitoring is enabled and the agent is connected but activity data is not appearing in BI Reports, check the BI sync status under Settings > System Health. BI data refreshes up to every 4 hours. If the sync delay shown is excessive, contact support with the System Health details.
Need Help?
If you require further assistance, our support team is available via:
Email: [email protected]
Live Chat: Use the chat feature located at the bottom-right corner of this Knowledge Base, Teramind Website or the Teramind Dashboard (Cloud deployments only).