Troubleshooting
Start here: get the Support Bundle #
Double-click Get Skans Support Bundle on the appliance desktop, or use the button in the console. It writes one .zip file to the appliance’s support folder. Send it with your support request.
The console won’t load #
Open services.msc and check that the Skans console service is running. If it is stopped, start it. If it stays stopped, send the Support Bundle.
Setup restarted and seems stuck #
Let the restart finish and sign in again. Setup continues by itself.
A device shows “needs attention” or “unreachable” #
Read the reason on the device row, fix what it names (cable, login, vendor), then choose Retry.
A device has no certificate #
Set the vendor with the vendor picker on the device page, then enroll it again. See Enroll a device.
A client says the certificate isn’t trusted #
Install the Skans root and intermediate certificates on the client, then restart the browser.
The agent isn’t appearing #
Check that the computer is joined to the domain and has restarted since the agent was deployed. Then check the device list for a pending agent. See Install & approve the Windows agent.
A vendor was detected wrong #
Choose the correct vendor with the vendor picker on the device page.