Troubleshooting
The machine won’t come online / inventory is empty
Section titled “The machine won’t come online / inventory is empty”Almost always a clock skew problem. The agent signs its requests with a timestamp; if the machine’s clock is off by more than a few minutes, the backend rejects the request and no inventory arrives.
Fix: sync the machine’s system clock (enable the Windows Time service / w32tm /resync), then wait for the next heartbeat.
A local account I expected isn’t listed yet
Section titled “A local account I expected isn’t listed yet”Discovered Windows accounts ride along with inventory roughly every ~10 minutes after a fresh install, not instantly.
Fix: wait a few minutes, or add the account manually / invite the person — that creates it immediately.
An attack shows “block pending”
Section titled “An attack shows “block pending””Shield’s automatic blocking needs a recent agent version. Very old agents report attacks but can’t yet enforce the block.
Fix: let the machine auto-update, or reinstall the current Setup.
An attack shows “block ineffective / firewall off”
Section titled “An attack shows “block ineffective / firewall off””Shield blocks by writing Windows Firewall rules. If the firewall is disabled, it has nothing to block with — the panel flags this honestly.
Fix: enable Windows Firewall on the machine.
A sign-in was denied — what does the reason mean?
Section titled “A sign-in was denied — what does the reason mean?”The panel shows a reason for each denial. Common ones:
| Reason | Meaning |
|---|---|
| No access or blocked | The person has no Access to this resource (or is blocked). |
| Access expired | A time-boxed Access has passed its end date. |
| Enrollment incomplete | The person hasn’t finished setting up their authenticator. |
| Protocol not authorized | Access doesn’t allow this protocol (e.g. RDP). |
| Too many attempts (locked) | The account hit the failed-MFA lockout threshold. |
| Invalid code | The entered second-factor code was wrong. |
Where are the logs?
Section titled “Where are the logs?”On the machine, under C:\ProgramData\Dynacop: service.log, cp.log (credential provider), and updater.log.
Still stuck?
Section titled “Still stuck?”Contact support at support@dynacop.com.