Troubleshoot Prismara Reach

Cause: The device is switched off or asleep, has no internet connection, the agent service has stopped, or a firewall or proxy is blocking the agent.

Resolution:

1. Check that the device is switched on, awake and connected to the internet.
2. Check Last seen on the device page. If the device was recently online, wait a few minutes; status can take a short time to update.
3. Check that the agent is running:
   • Windows: in Services, check that Prismara Reach Agent is Running.
   • macOS: check that Prismara Reach is listed in System Settings > General > Login Items & Extensions.
   • Linux: run systemctl status prismara-reach-agent.
4. If the device is on a network with a proxy or restrictive firewall, ask your network team to allow outbound HTTPS to reach.prismara.eu. The full list is in Prismara app addresses.
5. If the agent still doesn’t connect, reinstall it with a current enrolment token.

Cause: The installer wasn’t run with administrator rights, the enrolment token is wrong or has been regenerated, or security software on the device blocked the installation.

Resolution:

1. Run the installer as an administrator (Windows), with an administrator account (macOS) or with sudo (Linux).
2. Copy the enrolment token again from Devices > Add devices. If someone selected Regenerate token, older tokens no longer work.
3. If your endpoint protection blocked or quarantined the installer, ask your security team to review it and add an allow rule for the Prismara Reach agent. Don’t turn off your antivirus or endpoint protection to install the agent.
4. On Windows, check Event Viewer > Windows Logs > Application for installer errors, and include them if you contact support.

Cause: On macOS, the agent doesn’t have the privacy permissions it needs. On Linux desktops that use Wayland, screen sharing needs the user’s approval. A locked or sleeping screen can also show black.

Resolution:

1. macOS: on the device, open System Settings > Privacy & Security and turn on Prismara Reach under Screen & System Audio Recording (to see the screen) and Accessibility (to control it). End and restart the session.
2. Linux (Wayland): ask the user to approve the system screen sharing dialog when the session starts. If the dialog doesn’t appear, ask the user to sign out and choose an X11 (Xorg) session at the sign-in screen, if available.
3. Ask the user to wake the device and unlock the screen.
4. On a device with several monitors, select Display in the session toolbar and choose another screen.

Cause: The prompt appeared behind other windows, on a different monitor, while the screen was locked, or the request expired.

Resolution:

1. Ask the user to check all their monitors and the taskbar or Dock for a Prismara Reach prompt.
2. Ask the user to unlock their screen, then select Connect > Request access again.
3. Check that the device is Online and that the request hasn’t expired. Requests are cancelled after two minutes without a response.
4. On macOS, check that notifications for Prismara Reach are allowed in System Settings > Notifications.

Cause: The agent is busy for a short time after installation or an update, or while a remote session or a large inventory scan is running. Sustained high CPU isn’t expected.

Resolution:

1. Wait 15 minutes after installation or an update, then check again.
2. Check whether a remote session is active on the device’s Activity tab.
3. Make sure the agent is up to date. The installed version is shown on the device’s Overview tab.
4. If your security software scans the agent constantly, ask your security team to review whether an exclusion is appropriate under your organisation’s policy.
5. If high CPU continues, restart the agent service, then contact support with the device name and the time you noticed it.