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.
Common failures
Machine stays offline. Confirm the agent is running and the host has outbound internet access.
Registration failed. Copy the current code from Computers > Settings and register again.
Capture unavailable. On macOS, Screen Recording readiness may need attention. On Linux, confirm the desktop session and display are available.
Input does not work on Linux. Rerun the installer, then restart the session.
Restart shell fails. This action is for X11 desktop sessions. Wayland sessions can refuse it.
Admin action is disabled. Your role may not allow that action, or the machine may be offline.