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DeskGate troubleshooting and administration

Device Not Showing in the Console

Check organization, Agent service, station filters and endpoint reachability.

Maintained by DeskGate · Updated October 6, 2026

  1. 1. Find the scope

    Confirm the correct organization and Station filters.

  2. 2. Verify the Agent

    Check deployment type and the matching service.

  3. 3. Test the path

    Separate network failure from collection or report filters.

Start in the management workspace

Use this guide when an expected computer does not appear in Station. First confirm the signed-in organization and the reviewer’s access. A computer missing from a filtered list is not automatically an installation failure.

Check Station filters

Station group and search filters used to locate a computer
Actual application interface with demonstration data; labels can vary by release. Open the image for its original size.
  1. Open Station and choose the group that should contain the computer. Broaden the group filter only within your authorized scope.
  2. Search using a known computer name, Windows user, username or remote ID. Clear an old search that may exclude the device.
  3. Review the active-station filter and pagination. Compare the device identity before changing its group.
  4. If another administrator can see the device, compare your assigned page and group access rather than reinstalling the Agent.

Check the installed package and service

The endpoint needs an organization-specific Agent package. Admin and Portable are separate profiles. Cloud and On-Premise packages must match the deployment.

Check GoMyid for a Cloud Agent or GoMyit for an On-Premise Agent in Windows Services. If the service is absent, review the installer result and protection history. If it stops again after startup, preserve the relevant error before repeated retries. Do not disable antivirus globally.

Check the server destination

For On-Premise, verify the endpoint assigned when the package was generated. Confirm DNS and reachability from the affected computer’s actual LAN, branch or VPN. Use the configured server listener port; a generic port guess is not a valid test.

For a wrong organization or endpoint, obtain a corrected package through the approved setup process. Do not copy configuration from another organization.

Verify the outcome

After correcting the cause, locate the expected device under the correct organization and group. Confirm recent reporting separately after the collection interval. If the station is visible but reports remain empty, use Activity Report Is Empty.

Record the package type/version, service state, timestamp and which checks failed. Share identifiers only through an authorized support channel.