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The app says “Device Not Assigned”

The device is registered but not linked to a user yet.
  1. Note the Device ID shown in the app
  2. In the web console, go to Devices, find that ID, and click Assign. See Assign Device to User
  3. In the app, click Check Again, then restart the computer

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I don’t know my workspace subdomain

The subdomain is the first part of your console address. For my-inc.on.monitor360.io, it is my-inc. Ask your administrator if you are unsure.

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Missing permissions

On macOS, the app needs Accessibility and Screen Capture. On all platforms it needs the Daemon Process.
  1. In the app’s System Permissions screen, click Open Settings next to the missing permission, or Install for the daemon
  2. Turn Monitor360 on in System Settings. For the daemon, allow both prompts
  3. Click Check Again. If the status does not update, wait a few seconds and check again
If a macOS permission still shows as missing, turn Monitor360 off and on again in System Settings → Privacy & Security, then restart the app. If Device Events shows Automation Permission Not Granted, open System Settings → Privacy & Security → Automation on the device and turn on the listed apps under Monitor360. Admins can see missing permissions in the Device Report and on the user’s Tracker Settings tab. Fix opens the right settings page on the device, but someone at the device has to approve it. Permission changes are also recorded in Device Events.

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The device shows as inactive or has a stale “Last Ping”

The tracker has not checked in recently. Check that:
  • The computer is on and connected to the internet
  • The app is running. In Manual mode it should appear in the tray or menu bar
  • On Windows, antivirus software is not blocking it. Contact support for the folders to add to your antivirus exclusions
From the web console, try Re-launch App on the user’s Tracker Settings tab.

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The app is out of date

Use Fix All in the Device Report’s Outdated App section, Check for Updates on the user’s Tracker Settings tab, or Check for updates in the app’s tray menu.

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Device Events show tampering

Log File Tampered, Folder Recreated, and Screenshot Deleted events mean Monitor360’s local files were changed or deleted on the device. Talk to the user, and check that nothing else on the computer (such as a cleanup tool) is deleting files. See Device Events.