Troubleshooting
Check the agent, read its logs, and fix common enrolment problems.
Check the agent
Run the agent's status command as an admin. It shows the console, the client, the device ID, the last report and the last error.
- Mac:
sudo /Applications/Lodestar.app/Contents/MacOS/lodestar-agent status - Windows:
"C:\Program Files\Lodestar\lodestar-agent.exe" status
In the console, a green dot beside a device means it is online. Hover over a grey dot to see when it was last seen.
Logs
| Platform | Log |
|---|---|
| Mac agent | /Library/Logs/Lodestar/agent.log |
| Mac installer | /Library/Logs/Lodestar/install.log |
| Mac agent update | /Library/Logs/Lodestar/update.log |
| Windows agent | %ProgramData%\Lodestar\agent.log |
| Windows install script | %TEMP%\lodestar-install.log |
| Windows agent update | %ProgramData%\Lodestar\update.log |
Install script exit codes
| Code | Meaning | What to do |
|---|---|---|
| 0 | Done | Nothing. |
| 1 | A setting is missing or wrong | Check the console address starts with https:// and the token is set for this client. |
| 2 | Download, checksum, signature or install failed | Read the script's last message. Check the device can reach https://downloads.lodestarapp.ai. On Windows, an attached installer older than the installed version also fails here. |
| 3 | Installed but not enrolled | The token may be revoked, expired or mistyped. Create a new one on the client's Enrolment tab. |
"Enrolment token is not valid"
The token was revoked or has expired, or belongs to a client that no longer exists. Create a new token and enrol again.
"The console address must start with https://"
The agent only enrols with an https:// console address, so the token and the device's secret are never sent unencrypted. Use https://console.lodestarapp.ai, or the address the console shows.
"Too many enrolment attempts"
Too many enrolments, or too many failed ones, came from one network address. Wait up to 10 minutes and try again. Check the token first: each attempt with a wrong token counts as a failure.
"The free trial covers … devices"
The trial's device limit is reached. A device already enrolled can still re-enrol into the same client. More devices can enrol once the paid plan starts. See Billing.
A device stopped reporting
A device that has not reported for 72 hours shows as not reporting. It may be switched off, asleep, or no longer have the agent. Anything installed since its last report will not show yet.
Check the agent on the device. If the agent is gone, deploy it again.
"The console no longer recognises this Mac"
Windows logs the same message as "this device". The device was retired, or enrolled again into another client. Enrol it again with a valid token.
Re-enrol a device
Run the same enrol command again, or let your RMM script run. The device keeps its record and history, and gets a new secret. A retired device comes back.
Re-enrolling into the same client never counts as a new device for the trial limit.
No network use from a Mac
The network monitor is not approved. See The Mac network monitor.
A device did not update
The device page shows the last update attempt and why it failed. See If an update fails.
Audits that expire
A device has 5 minutes to pick up an audit. A sleeping or offline Mac or PC lets it expire. Request it again when the device is online. See Audits.