Fleet troubleshooting¶

Quick fixes for the things people actually hit.

A machine isn't showing up¶

Give it about a minute after install, then:

Check it's running. On the machine: open Start, search Acutis Go, and open the status window — it shows a live local readout even before the cloud sees it.
Check internet. The agent needs to reach app.acutisgo.com over HTTPS (443). A captive-portal Wi-Fi (hotel/airport) can block the first check-in.
Check your seat cap. If you're at your plan's limit, new machines won't enroll. See the seat count in Add computers, or upgrade under Account.
Refresh the dashboard. New machines land within ~60 seconds of their first report.

Silent install didn't enroll¶

If a machine installed but never joined the fleet, the enrollment token almost always didn't reach the installer:

The MSI must run elevated. PDQ, Intune, and GPO startup scripts run as SYSTEM and are fine. A plain double-click of the raw .msi (without the token) installs the agent unenrolled.
Use the 1-click installer or the msiexec … ACUTIS_ENROLL=<token> command from Add computers, which carries the token.
Enroll an already-installed agent manually: acutis-go --enroll <one-time-code> (mint a 30-minute code in the dashboard).

Windows asked to "enable Location Services"¶

That's expected and safe. Windows 11 puts the Wi-Fi network name behind Location Services, so when the agent reads which Wi-Fi you're on, Windows shows that prompt.

The agent does not track your location — it reads the Wi-Fi name and signal strength only. There's no GPS or coordinates anywhere in it.
Say Yes and the Wi-Fi name + signal show in the dashboard. Say No and everything still works; the Wi-Fi name is just left blank.

The status window shows an old version¶

The agent updates itself automatically. On current versions the status window and tray update with it — a reboot brings everything current. If a machine has been off for a while, give it a check-in cycle (or reboot) and it'll catch up.

Updates¶

Agents check for a newer signed build periodically and after a reboot. Every update is SHA-256-verified before it's applied — a failed or tampered download is refused and the running agent is left untouched. You never have to re-deploy for a new version.

A verdict looks wrong¶

"It's your PC" right after setup — a brand-new or just-updated machine is often busy with Windows Update or indexing. A momentary CPU spike no longer flips the verdict; give it a few minutes to settle.
Wi-Fi/verdict differs between the status window and the dashboard — the window is a live snapshot; the dashboard is the last 60-second report. They converge quickly.

Removing the agent¶

Uninstall from Settings → Apps (or your deployment tool). It stops and removes the service, the tray, and its files. To also free the seat, remove the machine from your fleet, or let it age out.

Still stuck? Grab a support code from the machine's deep-dive in the dashboard and include it when you contact us — it lets us see exactly what that agent is reporting.