This section addresses common problems users might encounter with Guardicore Platform Agent, providing troubleshooting steps and guidance.

Guardicore Platform Agent stuck in connecting state

If Guardicore Platform Agent successfully installed but remains in the Connecting state indefinitely, follow these steps:

Run the Quick Test within Guardicore Platform Agent to identify potential network connectivity issues.
Ensure your device has a stable internet connection. If you are using a captive portal network, authenticate with the provided web page.
If the issue persists after checking network connectivity and authenticating with a captive portal, contact support for further assistance.

Guardicore Platform Agent stuck in connecting state after macOS upgrade

Following a macOS upgrade, Guardicore Platform Agent might remain stuck in the Connecting state or fail to start Access. To resolve this:

Open the Terminal and run the following command:

sudo launchctl load -w /Library/LaunchDaemons/net.eaacloop.wapptunneld.plist

Restart your computer. Guardicore Platform Agent should now launch and connect properly. If not, contact support for further assistance.

Unexpected logout

When you block users from accessing client applications, their Guardicore Platform Agent goes from connected state to not connected state (unexpectedly for these users). If the unexpected state change happens to a user who is not blocked by you, they should contact support.

Port conflict error

A port conflict might occur when an application on a computer uses a local port, and a client-access TCP-type application also uses the same port. When you run diagnostics, you get the port conflict error:

Configuration is invalid or has a port conflict
Synchronize your configuration again or contact your administrator

To resolve the issue, perform a Sync operation. If the error persists after syncing, you likely have a port conflict requiring further troubleshooting. Contact support for assistance in resolving this issue.