Troubleshoot common problems
A computer is waiting for approval
Section titled “A computer is waiting for approval”Match the pairing code on the computer with the pending entry in Computers > Add computers. Refresh the page if the computer has just booted. If codes do not match, do not approve it.
A computer is offline
Section titled “A computer is offline”Check that it has power and network access. A recently restarted computer may take a short time to check in. If it remains offline, verify that the computer can reach the Manage address and inspect its last contact time and recent events.
A Blueprint change is not reaching computers
Section titled “A Blueprint change is not reaching computers”Saving creates a draft. Open Updates and explicitly start a rollout. Confirm that the computer is assigned to the Blueprint, online, and included in the rollout target.
An update failed
Section titled “An update failed”Open the rollout and review failed targets. Check the affected computer’s recent command and event information. Fix the reported condition, then retry failed targets. Pause the rollout if the same failure could affect computers that have not updated yet.
James is offline or out of sync
Section titled “James is offline or out of sync”Open Cybex James and follow the action under Needs attention, when one is shown. If James is offline, check server power and its wired network connection; Cybex recognizes it automatically when it reconnects. Other runtime, cache, delivery, and local-service recovery continues automatically. If the issue remains, record the visible issue and approximate time for support.
Sign-in or verification failed
Section titled “Sign-in or verification failed”Confirm the email address and retry carefully. Request a fresh reset or verification message if the link expired. Contact an Owner or Manager if access or membership is missing.
Collect evidence for support
Section titled “Collect evidence for support”Record the affected computer name, approximate time, visible error, and action you were attempting. Use Collect support logs from the computer detail when available. Never paste passwords, tokens, recovery codes, or private keys into a support request.