Remote agent troubleshooting
Audience
Use this page if you are an admin or operator troubleshooting a machine in VDO Computers.
Outcome
You identify whether the issue is registration, heartbeat, capture readiness, input, display mode, or an admin action.
Steps
- Open Computers.
- Find the machine and check its status.
- Open the machine detail page.
- Review label, OS, region, last heartbeat, status, capture state, groups, and active session.
- If capture is degraded or unavailable, refresh capture readiness when available.
- If you need a support snapshot, collect diagnostics when available.
- For Linux input problems, rerun the installer from Computers > Install so input permissions and service setup are reapplied.
- For Linux display or shell problems, prefer an X11 session when possible.
- Review command history and audit history for failed, expired, or pending admin actions.
- Retry the connection after the machine is online and capture readiness is clear.
Expected result
The machine shows online status, a recent heartbeat, a ready or degraded capture state, and successful command history for any admin action you issued.