Technician Diagnostics Center

Interactive Troubleshooting Hub

Select what issue you are experiencing on the client computer to view immediate root cause analysis and step-by-step resolution instructions.

ConnectivityAGENT-1001

Agent Shows "Offline" in Web Console

Workstation is powered on with active internet, but Sentinel Console status remains grey (Offline) or last seen > 10m ago.

Immediate Technician Fix:Test outbound HTTPS port 443 connectivity to your server URL using PowerShell Test-NetConnection.

Open Step-by-Step Resolution Guide

InstallationAGENT-1004

Sentinel Service Fails to Start (Error 1053 / Access Denied)

The service is visible in services.msc but fails to start or crashes immediately on launch with Error 1053.

Immediate Technician Fix:Verify config file exists at C:\Program Files\Sentinel\config\sentinel-agent.toml and reinstall via Administrator PowerShell.

Open Step-by-Step Resolution Guide

Storage / DBAGENT-1003

Heartbeat Online, But Telemetry Events Missing

Endpoint reports online status, but Application Usage, USB logs, or File events do not appear in dashboard.

Immediate Technician Fix:Add C:\ProgramData\Sentinel to your antivirus folder exclusion list to prevent locks on events.db.

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PerformanceAGENT-1005

High CPU or Memory Usage on Client PC

SentinelAgent.exe process consumes higher than expected CPU (> 2%) on a developer or compilation workstation.

Immediate Technician Fix:Adjust Directory Watch rules in your Sentinel policy to exclude recursive root drives like C:\.

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HardwareAGENT-1007

USB Flash Drive Insertions Not Logged

Plugging in USB thumb drives does not generate events or enforce Read-Only restrictions.

Immediate Technician Fix:Confirm Windows WMI service (winmgmt) is running and restart the SentinelAgent service.

Open Step-by-Step Resolution Guide

Security / TLSAGENT-1006

SSL/TLS Handshake Failed Behind Corporate Proxy

Corporate inspection proxy (Zscaler, Fortinet, Palo Alto) intercepts TLS traffic with an untrusted root certificate.

Immediate Technician Fix:Import your corporate root CA certificate into Windows Trusted Root Store or bypass Sentinel URL.

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1-Click Diagnostic Collection Tool for Client Machines

PowerShell (Admin)

Run this one-line command in an Administrator PowerShell prompt on any problematic client computer. It will test network connectivity, verify service status, gather the last 7 days of logs, and compress them into C:\Windows\Temp\sentinel-diag.zip.

Invoke-WebRequest -Uri "https://endpoint.yourcompany.com/sentinel-diag.ps1" -OutFile "$env:TEMP\diag.ps1"; & "$env:TEMP\diag.ps1"