Installation issues

Typically, you must be able to install the Xshield agent successfully if the prerequisites for the installation are met.

This topic lists some of the causes and solutions for failed installations.

Agent installation fails

Cause

Solution

Insufficient administrative privileges on the asset

Use an account with administrative privileges to install the agent.

An existing Security solution is blocking the executable file for the agent.

Xshield is designed to co-exist with third-party Security solutions. Some Security solutions must be tuned to install the agent and protect the asset with Xshield policies.

For Security solutions that are not listed here, see the error or information messages from the Security solutions and add the exceptions in the Security solution.

To see the log files for information about failed installations on Windows assets, see mtoken*.log files before registration.
To see logs for information about failed installations on Linux and macOS assets, check the Syslog log files located at /var/log/messages and /var/log/.

Expected outcome

The agent is successfully installed on the asset, and the asset shows up as Reachable on the Assets page (State column) in two to three minutes after the agent is installed. If you face issues that are not listed in this topic or if the solutions in the topic did not help you fix the issue, use the Logcollect utility to collect logs from the asset, and contact ColorTokens Customer Support.