> ## Documentation Index
> Fetch the complete documentation index at: https://syteca.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Client Troubleshooting

> Diagnose why a Syteca Client shows as offline, and define which network interface a Windows Client uses to connect to the Application Server.

## 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.

<AccordionGroup>
  <Accordion title="The Client was uninstalled, but its data is still displayed">
    Uninstalling a Client doesn't remove it from the Management Tool automatically. [Delete the Client](/docs/administration/clients/uninstall) after uninstallation — its data is removed and it stops appearing in the list.
  </Accordion>

  <Accordion title="Isolation mode is enabled on the Application Server">
    Disable [Isolation mode](/docs/administration/deployment/database-management#isolate-the-database-from-clients) to restore the connection.
  </Accordion>

  <Accordion title="The Client computer is turned off">
    Turn the Client computer on.
  </Accordion>

  <Accordion title="There's a network issue between the Client and the Application Server">
    Diagnose and resolve the underlying network connectivity problem.
  </Accordion>

  <Accordion title="The connection port is blocked by a firewall">
    Either disable the firewall or open the port (9447 by default) — see [Windows Firewall configuration](/docs/administration/deployment/windows-firewall-configuration).
  </Accordion>

  <Accordion title="The EkranClient service is stopped, or doesn't start automatically">
    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.
  </Accordion>

  <Accordion title="The Application Server's address changed, and Clients still use the old one">
    Either reinstall the affected Clients, or update their connection settings directly — see [Migration of the Application Server](/docs/administration/deployment/migrate-application-server).
  </Accordion>
</AccordionGroup>

## 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.

<Steps>
  <Step title="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?](#why-is-a-client-displayed-as-offline) above. If unlicensed, see [Assign endpoint licenses manually](/docs/administration/licensing/assign-endpoint-licenses#assign-endpoint-licenses-manually).
  </Step>

  <Step title="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.
  </Step>

  <Step title="Check for blocking recording settings">
    While [editing the Client](/docs/administration/clients/windows) (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](/docs/session-monitoring/recording/filtering)** (Application, User, Monitoring Time, Remote Host IP) — confirm no narrow include/exclude rule is unintentionally limiting what's recorded.
    * **[Keystroke logging](/docs/session-monitoring/recording/keystroke-logging)** — confirm no keyword-triggered monitoring rule is delaying recording start.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Try another browser">
    If everything above looks correct, try opening the Management Tool in a different browser or in Incognito mode.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## 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.

<Steps>
  <Step title="Clean up or archive the database">
    See [Database management](/docs/administration/deployment/database-management) for cleanup and archiving options.
  </Step>

  <Step title="Enable scheduled cleanup (optional)">
    Configure [automatic cleanup and archiving on a schedule](/docs/administration/clients/parameters/auto-cleanup#scheduled-cleanup) so this doesn't recur.
  </Step>
</Steps>

<Note>
  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](/docs/resources/troubleshooting/application-server-troubleshooting) or [Issues with receiving data from Linux Clients](/docs/resources/troubleshooting/linux-client-troubleshooting).

  Also keep in mind: a Client sends no data at all while the endpoint is in an **Idle** state (no user activity).
</Note>

## Define the Windows Client IP address with multiple NICs

<Note>
  Applies to Windows Clients only.
</Note>

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:

<Steps>
  <Step title="Open Registry Editor on the Client computer">
    Log in to the Client computer and open Windows Registry Editor.
  </Step>

  <Step title="Navigate to the Client key">
    Select `HKEY_LOCAL_MACHINE\SOFTWARE\EkranSystem\Client`.
  </Step>

  <Step title="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.

    <Tip>
      A subnet can be specified instead of a single address, for example `192.168.0.1/24`.
    </Tip>
  </Step>

  <Step title="Restart the Client computer">
    Restart the computer to apply the change.
  </Step>
</Steps>

<Frame caption="The BindAddress registry value set to a specific NIC's IP address.">
  <img src="https://mintcdn.com/syteca/0FlD-vkHsBA1azVX/images/administration/clients/bindaddress-registry-value.png?fit=max&auto=format&n=0FlD-vkHsBA1azVX&q=85&s=1cff459a536dd99bdc8c61b2a49e38c1" alt="Registry Editor showing the BindAddress value under the EkranSystem Client key" width="1181" height="806" data-path="images/administration/clients/bindaddress-registry-value.png" />
</Frame>

## Issues receiving data from Windows Clients

<AccordionGroup>
  <Accordion title="An installed Client isn't displayed online">
    * 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.
  </Accordion>

  <Accordion title="I changed the Application Server computer's hostname">
    Update the Client side too:

    <Steps>
      <Step title="Open Registry Editor on the Client">
        Navigate to `HKEY_LOCAL_MACHINE\SOFTWARE\EkranSystem\Client`.
      </Step>

      <Step title="Update the RemoteHost value">
        Double-click **RemoteHost** and enter the Application Server's new name or IP address.
      </Step>

      <Step title="Reboot the Client computer">
        Restart to apply the change.
      </Step>
    </Steps>

    <Note>
      If the Client isn't in Protected mode, you can instead just reinstall it remotely from the Management Tool with the new address.
    </Note>
  </Accordion>

  <Accordion title="The Client is online, but sending no data">
    * 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).
  </Accordion>

  <Accordion title="An installed Client has stopped sending data">
    * 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.
  </Accordion>
</AccordionGroup>

## Issues receiving data from Linux Clients

<Warning>
  **NOT AVAILABLE IN SAAS.**
</Warning>

<AccordionGroup>
  <Accordion title="An installed Client isn't displayed online">
    * 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.
  </Accordion>

  <Accordion title="The Client is online, but sending no data">
    * 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).
  </Accordion>

  <Accordion title="An installed Client has stopped sending data">
    * Confirm the Client is running:
      ```bash theme={"system"}
      ps -ef | grep -i ekran
      ```
    * Confirm the Client computer is online with no network issues.
  </Accordion>
</AccordionGroup>

## 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.

<Steps>
  <Step title="Check the configured address">
    On the Client computer, open Registry Editor and check `HKEY_LOCAL_MACHINE\SOFTWARE\EkranSystem\Client\RemoteHost`.
  </Step>

  <Step title="Verify connectivity">
    From the Client computer, ping the Application Server machine to confirm the address is correct and reachable.
  </Step>
</Steps>

## 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:

<Steps>
  <Step title="Check driver status">
    ```bat theme={"system"}
    UninstallClient.exe /usbcheck
    ```
  </Step>

  <Step title="Install the drivers if missing">
    ```bat theme={"system"}
    UninstallClient.exe /usb=true /key='uninstall key'
    ```
  </Step>

  <Step title="Reinstall the drivers if already present">
    ```bat theme={"system"}
    UninstallClient.exe /usb=false /key='uninstall key'
    ```

    Then repeat the install command above.
  </Step>
</Steps>

## Reconnect Windows Clients to a different Application Server

<Warning>
  **NOT AVAILABLE IN SAAS.**
</Warning>

To reconnect a Windows Client to a different Application Server, start [remote installation](/docs/administration/clients/install-windows#remote-installation-using-psexec) from that Application Server — the Client reconnects to it automatically.

<Note>
  This only works for Clients not running in [Protected mode](/docs/administration/clients/parameters/protected-mode). Disable Protected mode first if it's enabled.
</Note>

## Related

<CardGroup cols={2}>
  <Card title="Windows Firewall configuration" icon="shield" href="/docs/administration/deployment/windows-firewall-configuration">
    Ports Syteca needs open for Client connectivity.
  </Card>

  <Card title="Windows Clients" icon="windows" href="/docs/administration/clients/windows">
    Full Windows Client installation and configuration reference.
  </Card>

  <Card title="Application Server troubleshooting" icon="server" href="/docs/resources/troubleshooting/application-server-troubleshooting">
    Diagnose issues on the Application Server side.
  </Card>

  <Card title="Logs" icon="file-text" href="/docs/resources/troubleshooting/logs">
    Collect Client logs for deeper diagnosis.
  </Card>
</CardGroup>