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:

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.

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.

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 you require further assistance, our support team is available via: