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Why is a Client displayed as offline?

If any or all Syteca Clients show as offline on the Clients page, the cause is usually one of the following.
Uninstalling a Client doesn’t remove it from the Management Tool automatically. Delete the Client after uninstallation — its data is removed and it stops appearing in the list.
Disable Isolation mode to restore the connection.
Turn the Client computer on.
Diagnose and resolve the underlying network connectivity problem.
Either disable the firewall or open the port (9447 by default) — see Windows Firewall configuration.
Start the EkranClient service manually, and confirm all required files are present in the Client’s installation folder. Reinstall the Client if files are missing.
Either reinstall the affected Clients, or update their connection settings directly — see Migration of the Application Server.

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Not all Client sessions are displayed

If sessions are missing from the Client Sessions tab of the Activity Monitoring page, log in as a user with full administrative permissions and check the following, in order.
1

Confirm the Client is online and licensed

On the Clients page, confirm the Client shows as online and has a license assigned. If it’s offline, see Why is a Client displayed as offline? above. If unlicensed, see Assign endpoint licenses manually.
2

Check whether settings are Custom or Inherited

Confirm whether the Client uses its own Custom settings or Inherited settings from a Client group — this affects which configuration actually applies.
3

Check for blocking recording settings

While editing the Client (or Client group), review each of the following tabs for a rule that could be suppressing recording:
  • User Activity Recording — confirm no restrictive checkboxes are selected. In particular, Record user activity only on alert or USB monitoring rule triggering means the Client only records when a rule fires.
  • Filtering parameters (Application, User, Monitoring Time, Remote Host IP) — confirm no narrow include/exclude rule is unintentionally limiting what’s recorded.
  • Keystroke logging — confirm no keyword-triggered monitoring rule is delaying recording start.
4

Check the Management Tool user's own access restrictions

On the Users page, edit the Management Tool user account you’re logged in as (or the user group it inherits from):
  • On Administrative Permissions and Client Access, confirm the required permissions are present to view the sessions in question.
  • On User Access, confirm there’s no unexpected restriction limiting which endpoint users’ sessions this account can see. An empty table here means no restriction — every endpoint user’s sessions are visible.
5

Try another browser

If everything above looks correct, try opening the Management Tool in a different browser or in Incognito mode.
6

Check the Client computer directly

If sessions are still missing after all of the above, you’ll need direct access to the affected Client computer(s) to investigate further.

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Why can I only see old sessions, but not the latest ones?

This is most commonly caused by a lack of available database storage space.
1

Clean up or archive the database

See Database management for cleanup and archiving options.
2

Enable scheduled cleanup (optional)

Configure automatic cleanup and archiving on a schedule so this doesn’t recur.
If a Client shows online but none of its sessions display at all, first confirm a license is assigned to it. If it is, see Issues with receiving data from Windows Clients or Issues with receiving data from Linux Clients.Also keep in mind: a Client sends no data at all while the endpoint is in an Idle state (no user activity).

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Define the Windows Client IP address with multiple NICs

Applies to Windows Clients only.
When a Windows Client computer has multiple network interface cards (NICs), Syteca picks one automatically to connect to the Application Server — and that address is also what’s displayed on the Clients page. To control which one is used instead of relying on automatic selection:
1

Open Registry Editor on the Client computer

Log in to the Client computer and open Windows Registry Editor.
2

Navigate to the Client key

Select HKEY_LOCAL_MACHINE\SOFTWARE\EkranSystem\Client.
3

Add the BindAddress value

Select Edit > New > String Value, name it BindAddress, and set its value to the IP address of the NIC you want the Client to use to connect to the Application Server.
A subnet can be specified instead of a single address, for example 192.168.0.1/24.
4

Restart the Client computer

Restart the computer to apply the change.
Registry Editor showing the BindAddress value under the EkranSystem Client key

The BindAddress registry value set to a specific NIC's IP address.

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Issues receiving data from Windows Clients

  • Confirm the Client is installed and its services are running.
  • Check for network issues: from the Application Server, run ping <Client computer name> and resolve any problems found.
  • Confirm antivirus software isn’t blocking the Client’s processes or services.
Update the Client side too:
1

Open Registry Editor on the Client

Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\EkranSystem\Client.
2

Update the RemoteHost value

Double-click RemoteHost and enter the Application Server’s new name or IP address.
3

Reboot the Client computer

Restart to apply the change.
If the Client isn’t in Protected mode, you can instead just reinstall it remotely from the Management Tool with the new address.
  • Confirm user activity recording is enabled in the Client configuration.
  • Confirm a license is assigned.
  • Confirm at least 500 MB of free disk space on the Client computer.
  • Confirm the database isn’t full (no free disk space where it’s stored).
  • Confirm the Client’s processes haven’t been terminated.
  • Confirm the EkranClient service is running.
  • Confirm the Client computer is online with no network issues.
  • Confirm antivirus software isn’t blocking the Client.
  • Confirm no firewall is blocking the connection.

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Issues receiving data from Linux Clients

NOT AVAILABLE IN SAAS.
  • Confirm the Client is installed and running by checking its state.
  • Check for network issues: from the Application Server, run ping <Client computer name> and resolve any problems found.
  • Confirm a license is assigned.
  • Confirm sufficient free disk space on the Client computer.
  • Confirm the database isn’t full (no free disk space on the database server).
  • Confirm the Client is running:
  • Confirm the Client computer is online with no network issues.

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I installed a Client but can’t see it on the Clients page

Typically, the Application Server IP address or hostname provided during Client installation is incorrect.
1

Check the configured address

On the Client computer, open Registry Editor and check HKEY_LOCAL_MACHINE\SOFTWARE\EkranSystem\Client\RemoteHost.
2

Verify connectivity

From the Client computer, ping the Application Server machine to confirm the address is correct and reachable.

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USB monitoring doesn’t detect devices

If a Client with USB monitoring/blocking enabled doesn’t detect USB devices, check whether the USB drivers are installed:
1

Check driver status

2

Install the drivers if missing

3

Reinstall the drivers if already present

Then repeat the install command above.

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Reconnect Windows Clients to a different Application Server

NOT AVAILABLE IN SAAS.
To reconnect a Windows Client to a different Application Server, start remote installation from that Application Server — the Client reconnects to it automatically.
This only works for Clients not running in Protected mode. Disable Protected mode first if it’s enabled.

Windows Firewall configuration

Ports Syteca needs open for Client connectivity.

Windows Clients

Full Windows Client installation and configuration reference.

Application Server troubleshooting

Diagnose issues on the Application Server side.

Logs

Collect Client logs for deeper diagnosis.