Troubleshooting

The following are the most common issues our users typically run into.

Installation: most frequently, installation errors are caused by running Action1 Deployer or agent installer without the administrative rights. Make sure you launch files by running as administrator.

Agent deployment with GPO results in error

Cause

Possible reasons are internet connection problems, incorrect firewall settings, or configuration settings.

Solution

1. Check the internet connection; make sure the firewall settings are configured properly. See Firewall Configuration  for details.
2. Make sure Computer Configuration | Administrative Templates | System | Logon | Always wait for the network at computer startup and logon is set to “Enabled”.
3. Increase the timeout value under Computer Configuration | Policies | Administrative Templates | System | Group Policy | Specify startup policy processing wait time.

Endpoint not shown in the Action1 console after agent deployment with PC image

Symptom

After agent deployment with PC image, the endpoint keeps disappearing from the Endpoints list in the Action1 console.

Cause

Conflicting values in agent.guid under HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Action1.
The PC image used for agent deployment was created without clearing the agent’s unique ID value in agent.guid.

The agent.guid must be unique for each installation. You can’t run two agents with the same ID.

Solution

You have to reset the agent ID manually on all affected endpoints. Do the following:

1. Stop the Action1 Agent service.
2. Remove the agent.guid value under HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Action1.
3. Start the service.

The agent will automatically generate a new, unique agent ID upon start.

Network connectivity: most commonly, the connectivity issues are related to a firewall settings denying connection. Ports 22543 and 443 must be open for outbound connections; port 22551 must be open for inbound connections. You may need to configure your corporate firewall to allow these connections. Feel free to contact our technical support for help with network configuration. See Firewall Configuration for more information.

Reports run too long or return no results: some reports can take substantial time to complete (sometimes hours, depending on the number of files and endpoints). You can refresh report results (without re-running it) to see the most recent results after a while.

Alerts are not generated: make sure you allowlist [email protected] and www.action1.com email domain in your email settings. Also, to protect your inbox from overflowing, alerts will be suppressed if one alert rule generates more than 10 alerts per hour from one endpoint (and you will get notified in this case). Reconfigure the rules by adding additional filters to reduce alert triggering frequency.

Got an antivirus software that blocks PowerShell scripts? Sometimes AV apps such as Avast and AVG can block PS scripts executed by Action1. To avoid blocking, allowlist the Action1 folder in your antivirus settings. To do it, in your antivirus app, navigate to Menu / Settings / General / Exceptions and add the following files and folders:

• C:\Windows\Action1\scripts 
• C:\Windows\Action1\action1_agent.exe
• C:\Windows\Action1\action1_remote.exe

System update deployment error occurs for Apple Silicon device

Symptom

When deploying a macOS update on an Apple Silicon device, one of the following error messages appears:

• System update deployment error: account is missing.
• System update deployment error: keychain record is missing.
• System update deployment error: keychain error.

Cause

These messages are issued if something affects previously enabled system updates (e.g., the auxiliary user account or Keychain record was deleted). To learn more, refer to macOS system updates.

Solution

To resolve these errors, run the following script in the Terminal app:
bash /usr/local/action1/reenable_system_updates.sh

If the error persists after running the script, contact Action1 support.