Troubleshooting

1 minute read Last updated on March 06, 2023

Most Shield Guard troubleshooting issues arise from Shield Guard losing synchronization with MarketPlace and/or one or more devices, for example if a device’s admin password is changed outside of Shield Guard. These issues can often be resolved by reinstalling the Shield Guard agent on the affected devices, and/or re-syncing the devices to Shield Guard.

Note: Before trying the above solutions, visit the FAQ topic to see if your issue is described there.

Offline Devices

Shield Guard cannot communicate with a device if it is offline (for example, powered off or in sleep mode). Once the device is back online, Shield Guard can re-establish communication with the device.

Error Messages

If you receive an error message such as “Something went wrong”, retry the process. If the error message appears again, check your internet connection. If the issue persists, contact Shield Guard support.