Troubleshooting devices
What to check when a device doesn't appear, goes quiet, won't update its agent or is skipped by actions.
Updated
On this page
Start with the device's Overview (status, last seen, agent version, channel) and Activity (recent jobs and their results). Most problems are one of the cases below.
The device never appears
- Was the installer link still valid? Links expire (30 days at most), run out of installs or can be revoked. Check the Installer links list on the customer's Install agent page and create a new link if needed.
- Is there a release for the platform on the customer's channel? macOS, Windows on Arm and Linux ARM64 are on beta only today. Set the customer to beta in Settings → Agent updates and create a new link.
- Can the device reach Revo? The agent needs direct outbound HTTPS. Proxies aren't supported. Check DNS, that TLS isn't intercepted by a filter whose certificate the agent doesn't trust, and that the system clock is right (signed requests are rejected when the clock is more than five minutes off).
- Did the installer finish? Look at the service:
Get-Service RevoAgent
Get-Content "$env:ProgramData\Revo\Agent\agent.log" -Tail 50systemctl status revo-agent && journalctl -u revo-agent --since today # Linux
sudo tail -50 /Library/Logs/Revo/agent.log # macOS- Plan limit. Enrollment is refused when the workspace has reached its plan's agent limit. Settings → Billing shows current use.
On Windows, an x64 installer refuses to run on an ARM64 machine: use the PowerShell command (Windows on Arm).
The device shows offline or "No recent data"
- Offline means no heartbeat recently. The computer may be off, asleep or disconnected, or the service stopped.
- No recent data means no inventory report within the freshness limit (7 days by default), even if heartbeats arrive. See Reading a device.
- After an agent update, a device that stops checking in raises Agent stopped after an update. Restart the service on the computer. Older Windows MSI installs (before agent 0.5.0) had no service recovery configured; the current agent sets it up itself.
The agent doesn't update
- Automatic agent updates may be off (Settings → Agents). Use Update agent on the device.
- The device may already be on the newest release for its channel. A stable device doesn't get beta releases.
- An allowlisting tool (for example ThreatLocker) may block the new binary. Add the release's hash; Revo lists ThreatLocker approval requests that match agent releases. See Allowlist RevoAgent.
- If the new version can't check in, the agent rolls back to the previous one by itself.
An action skipped the device
The dialog and the deployment list the reason for every skipped device:
| Reason | What to do |
|---|---|
| Agent too old | Update the agent. Patching needs 0.4.0, device commands 0.5.0, Windows upgrades 0.6.0 |
| Turned off on this device by its local administrator | The local config.toml switch is off. See Local controls |
| Patch management is off | An owner or admin turns it on for the customer. See Turn on patch management |
| Patching paused | Someone paused patching for the workspace. See Pause all patching |
| Offline | Wait for the device, or let the policy install when it comes back online |
| Busy | Another install, collection or upgrade is running; try again when it finishes |
Checks show as not evaluated
A check that couldn't run (missing module, access denied, Windows Update timeout, stale package metadata) is a coverage gap, not a pass, and never resolves a finding. Common causes:
- Active Directory checks need a domain-joined Windows host with the RSAT ActiveDirectory module.
- Linux security updates are read from cached package metadata; refresh it with your normal update tooling.
- Defender and event logs need agent 0.3.0 or later.
Still stuck
Collect the last agent log lines (they contain no secrets or raw evidence) and the device's Activity, then open a ticket from Support in the app. Don't share the contents of the agent's state directory: it holds the device's private key.