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Troubleshooting issues with the RoboShadow Agent not reporting into the portal:

  1. Confirm the Windows service RoboShadowAgent is running on this device.

  2. Take a screen shot of the registry parameters and values at these locations:  a. Computer\HKEY_LOCAL_MACHINE\SOFTWARE\RoboShadowLtd\Rubicon\Agent
      b. Computer\HKEY_LOCAL_MACHINE\SOFTWARE\RoboShadowLtd\Rubicon\Control
      c. Copy and share the entire DeviceId seen in the registry.

  3. Check the Windows Event Viewer logs for any errors for the RoboShadow Agent:

  a. Event Viewer > Windows Logs > Application > Actions panel on right-hand side “Filter Current Log …” > Event Sources “RoboShadow Agent” > Click OK.    
  b. Save the event logs and send along with the above information to hello@roboshadow.com.

 

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Agent Rescan

The RoboShadow Agent will rescan as follows:

  • Every 12 hours the device is online.

  • On machine restart.

  • Restarting the RoboShadowAgent Windows Service.

  • If the device is licenced (Control Enabled) in Cyber Heal, you can trigger via the Rescan button. https://portal.roboshadow.com/cyber-heal

  • When a Cyber Heal command is sent to a device, a rescan command is sent after the command is complete.

  • You can view Cyber Heal command history for a device here: https://portal.roboshadow.com/cyber-heal > click the right-hand arrow next to a device > Commands tab.

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