Desktop Agent Troubleshooting & FAQ

This article covers common issues related to the Produce8 Desktop Agent and how to troubleshoot them. It will be updated regularly as new issues and solutions are identified.

Table of Contents

1. General Troubleshooting Steps
2. Not Getting Activities
3. How to Find Logs
4. Agent Blocked by Antivirus or Firewall
5. Antivirus & Endpoint Protection Conflicts
6. Agent Does Not Auto Update
7. ThreatLocker Configuration (Windows)
8. Uninstalling the Agent
   
9. Need more Help?

General Troubleshooting Steps

Supported Operating Systems

The Produce8 Agent is currently supported on Windows 11 and MacOS 15 (Sequoia) only.

How do I start the Desktop Agent?

The Agent should start automatically after installation—especially if deployed via an RMM. If not, you can attempt to launch the agent manually:

On MacOS:

1. Open Finder and navigate to Applications.
   
2. Double-click on Produce8-Agent.
3. Look for the purple diamond appear in the top menu bar to confirm it's running.

How do I know if the Agent is running?

If you're on MacOS:

Check for the purple diamond icon in the top menu bar. If you see it, the Agent is active.

I Am Not Getting Web-Connect (URL/Browser) Activities

1. Confirm how the browser extension was installed — through your RMM tool or manually from your browser's extension store.
2. Check which version is installed:
   
   • In Chrome, go to 

     chrome://extensions/

   • Locate the Produce8 Agent extension and confirm the version number and that it is enabled. 
     
3. Toggle the extension off, then back on.
4. Fully close all browser windows/tabs and restart the browser.
5. Make sure you are using the same browser where the extension was installed.
6. If the issue continues:
   • Uninstall and reinstall the extension (via RMM or manually).
   • Close all browser instances and restart.
7. Still not seeing activity?
   • Collect extension logs:
     • In Chrome, navigate to:

• • • • chrome://serviceworker-internals/

    • Locate the extension's ID and copy the logs.
  • Contact Support and include the logs, or schedule a troubleshooting call so we can assist in gathering them.

I Am Not Getting Desktop Activities

1. Confirm the agent is installed on your device.
2. Check if the agent is running:
   • On MacOS, look for the purple diamond in the top menu bar.
   • On Windows, open Task Manager (Ctrl + Shift + Esc) and look for Produce8-Agent under the the Processes tab.
   • If it's not running, start the agent manually.
3. Make sure the apps you want to capture are approved and that the Automatically Follow Apps for Users is enabled for your account.
4. Confirm the type of user:
   • Anonymous user: The Desktop App is not required.
   • Active user: Ensure the Desktop App is installed and that you are signed in.
5. If you are still not seeing desktop activities, please send logs to our Support team. See How to Find Logs for instructions.

How to Agent Find Logs

On MacOS:

Main agent log file location:

/Users/<YOUR USER>/Library/Logs/Produce8-Agent/p8-main.log

To find the log file:

1. Open Finder.
   
   
2. Inside the sidebar, click on Documents.
3. In the  path at the bottom of the Finder window, click your user name.
   1. If you don't see the path bar, go to View > Show Path Bar.
      

4. The Library folder is hidden by default. Press Command (⌘) + Shift + Period (.) to reveal files and folders.

5. Open the Library folder.
   
6. Navigate to Library > Logs > Produce8-Agent and open the file named p8-main.log
   
   

Additional MacOS Log Locations:

1. Open your Finder and navigate to your Mac's hard disk (usually labeled Macintosh HD).
2. Press Command (⌘) + Shift + Period (.) to reveal hidden files and folders.

Once visible, you can navigate to the following locations:

• Mac Install logs: /private/var/log/install.log
• Produce8 Updater Install logs: /private/var/log/updater_install.log
• Produce Updater logs: /Library/Logs/Produce8-Agent/p8-updater.log

On Windows

Method 1: Direct File Path Access

1. Copy one of the following paths:
   • Log file:
     
     • C:\Users\<yourUserName>\AppData\Local\Produce8-Agent\Logs\
   • Database file:
     • C:\Users\<yourUserName>\AppData\Roaming\Produce8-Agent\p8-main.db
2. Open File Explorer (press the Windows key and search "File Explorer").
   
3. Click into the address, paste the copied path, and replace <yourUserName> with your actual Windows username.
   
4. Press Enter to navigate.
   • If the folder is empty, the Agent may not be running.

Method 2: Manual Navigation

1. Open File Explorer.
   
2. Navigate to:  C: → Users → Your username
   
   
3. If the AppData folder is hidden: 
   • Press Windows + R, type control folders, go to the View tab, and select Show hidden files, folders, and drives. 
4. Then navigate to:
   • Log file: AppData > Local > Produce8-Agent > Logs
   • Database file: AppData > Roaming > Produce8-Agent

Agent Blocked by Antivirus or Firewall?

Sometimes the Produce8 Agent may not install properly or collect data if your system's antivirus, firewall, or endpoint protection software is blocking it. 

Here's how to check and fix based on the tool you use:

Windows Defender (Windows 11)

First, check to see if it's already allowed:

1. Open the Start Menu and type Windows Defender Firewall.
   
2. Click Allow an app through Windows Defender Firewall.
   
3. Click Change settings.
4. Scroll through the list to see if Produce8-Agent is already listed.
5. If it is, make sure both Private and Public boxes are checked.
   

Adding the Agent to the Allowed Apps List

If Produce8-Agent is not on this list, add it by:

1. Clicking on Allow another app...
   1. If this button is greyed out, click Change settings first to enable it. (You may be prompted for administrative permissions.) 
      
      
2. In the file browser, navigate to:
   C:\Program Files\Produce8-Agent, select Produce8-Agent app, then click Open. 
   
   
3. Click Add.
   
4. Scroll down in the list of allowed apps, find Produce8-Agent, and make sure both Private and Public boxes are checked. Then click OK.

   

Adding Firewall Inbound and Outbound Rules

If Produce8-Agent is not already listed as an inbound or outbound rule, follow the steps below to add it.

To Add an Inbound Rule

1. Open the Start Menu and search for Windows Defender Firewall.
   
2. Click Advanced Settings on the left-hand sidebar.
   
3. In the new window, select Inbound Rules.
   
4. If you don't see Produce8-Agent with a green checkmark:
   1. Click New Rule on the right-hand side.
   2. Choose Program, then click Next.
   3. Click Browse and select: C:\Program Files\Produce8-Agent\Produce8-Agent.exe
      
   4. Click Next, choose Allow the connection, and complete the prompts.
      
   5. Name the rule (e.g., Produce8 Agent Inbound) and click Finish.
      

To Add an Outbound Rule

Repeat the same steps as above, but in Step 3, select Outbound Rules instead of Inbound rules.

Already Listed but Blocked?

If Produce8-Agent appears but the rule is blocked, you can disable the rule or allow the connection by:

1. Double-click on the rule to open the property settings. 
   
2. Under Action, choose Allow the connection.
   
3. Click OK to save your changes.
   

Antivirus & Endpoint Protection Conflicts

Some antivirus programs or endpoint protection tools — like Windows Defender or EDR solutions such as SentinelOne and ThreatLocker — may block or interfere with the Produce8 Agent or its installer.

If you suspect this is happening:

1. Check if the agent is running
   • Open Task Manager (Ctrl + Shift + Esc)
   • Look under the Processes tab for Produce8-Agent
   • If it's missing, the antivirus software may have blocked it
2. Check your antivirus quarantine or block list
   • Look for entries related to:
     • Produce8-Agent.exe
     • jna*.dll (used temporarily during installation)
   • If found, make these as safe/allowed
3. Add exclusions or exceptions
   • Add the following paths (if supported by your software):
     • C:\Program Files\Produce8-Agent\
     • C:\Users\<your user>\AppData\Local\Temp\jna*
   • Refer to your antivirus or EDR documentation for steps to add exclusions
4. Reinstall the agent if needed
   • If the install was blocked or incomplete, re-run the installer after exclusions have been set 

Agent Does Not Auto Update

If your Desktop Agent is not updating automatically, follow these steps:

1. Confirm the installed version
   • Auto-update was introduced after version 0.0619. If your installed version is older, it will not auto-update.
2. Check that the updater service is running
   • On Windows:
     • Open Task Manager → Services tab
     • Look for Produce8-Agent-Updater with status Running
   • On MacOS:
     • Open Activity Monitor
     • Look for Produce8-Agent-Updater in the process list
3. Redeploy or reinstall the latest version
   • Windows:
     • ARM64: Download Link 
     • X64: Download Link
   • MacOS:
     
     • ARM64: Download Link
     • X64: Download Link
4. Verify the updater service after redeploy
   
   After installation, confirm the Produce8-Agent-Updater service is running again (Step 2)
5. Collect logs if the issue persists
   
   If the Agent still does not update after redeploying, sent logs to Support for review: 
   • Windows:
     C:\Windows\System32\config\systemprofile\AppData\Local\Produce8-Agent\Logs\p8-updater.log
   • MacOS:
     /Library/Logs/Produce8-Agent-dev/p8-updater.log

 

ThreatLocker Configuration (Windows)

If you’re using ThreatLocker and running into issues installing or running the Produce8 Agent or Desktop App, it’s likely due to missing allowlist policies. While Produce8 is a built-in whitelisted application in ThreatLocker, you still need to configure a few application and storage policies to allow all components to function correctly.

Follow the steps below to ensure full compatibility.

Agent Installation – Application Policy File Rules

Create a new Application in ThreatLocker and add the following allowed file rules:

c:\windows\installer\*.msi  
c:\tmp\*.msi  
c:\program files\produce8-agent-dev\*  
c:\programdata\produce8-agent-updater\replace_updater.bat  
c:\programdata\produce8-agent-dev-updater\produce8-agent-dev-updater.exe  
c:\users\<yourUser>\appdata\local\temp\jna--**\jna**.dll  
c:\users\<yourUser>\appdata\local\temp\sqlite-*-sqlitejdbc.dll  

For RMM-based installs (e.g. Datto/Autotask/Comet):

c:\programdata\centrastage\packages\*\command.ps1  
c:\windows\system32\windowspowershell\v1.0\powershell.exe  

Command-line install path (for reference):

c:\program files\produce8-agent-dev\assets\produce8-agent-dev-updater.exe  
  [cmd.exe /c "c:\program files\produce8-agent-dev\assets\install_updater_service.bat" produce8-agent-dev]  
Process path: c:\windows\system32\cmd.exe

 

Ringfenced Command Prompt Policy

Add a policy for Windows Command Prompt (Ringfenced) to the application policy you created above:

• Policy name: Windows Command Prompt (Ringfenced)

• Selected applications:

• • Windows Command Prompt (Built-In)

  • Your Produce8 Agent application
    

• File access exceptions:

  • c:\program files\produ

  • ce8-agent-dev\assets\produce8-agent-dev-updater.exe

  • c:\programdata\produce8-agent-dev-updater\produce8-agent-dev-updater.exe

These allow the updater to run safely during service installation.

Agent Storage Control Policy

Create a Storage Control Policy and allow read/write access to:

c:\tmp\*.msi        (for Windows 11)  
c:\temp\*.msi       (for Windows 10)  
c:\program files\produce8-agent\*  
c:\programdata\produce8-agent-updater\*  
c:\programdata\centrastage\packages\*  

Desktop App Installation – Application Policy File Rules

If you’re also installing the Produce8 Desktop App, add the following allowed file rules under a new or existing application:

c:\windows\installer\*.msi  
c:\tmp\*.msi  
c:\tmp\produce8-app.msi  
c:\program files (x86)\produce8\produce8.exe  
c:\program files (x86)\produce8\app-*\produce8.exe  

Desktop App – Add Application Policy

Under Selected Applications, add:

• Windows App Powershell (Built-In)

• Your custom Produce8 Desktop Application

Desktop App – Storage Control Policy

Permit read/write access to:

c:\windows\installer\*.msi  
c:\program files (x86)\centrastage\*  
c:\programdata\centrastage\packages\*  
c:\tmp\*.msi        (Windows 11)  
c:\temp\*.msi       (Windows 10)  
c:\program files (x86)\produce8\*  

Once these policies are in place, restart the device and confirm that:

• The Produce8 Agent is running (Produce8-Agent.exe, Produce8-Agent-updater.exe in Task Manager > Details tab)

• The device appears in the Produce8 portal

Uninstalling the Agent

If you need to completely remove the Produce8 Agent from a device, follow these steps:

On MacOS

1. Open Finder > Applications.

2. Locate the app called Produce8-Agent.

3. Right-click on the app and select Move to Trash.
   

4. To remove user files associated with the Agent:

   • Open Finder → Macintosh HD.
     

   • Navigate to: Users > <your user> > Library > Application Support.

   • Note: The Library folder is hidden by default — press Command (⌘) + Shift + Period (.) to reveal it.

   • Delete the folder named Produce8-Agent.

5. Optional: To delete Agent Logs, navigate to: Library > Logs and remove the Produce8-Agent folder.

Mac Uninstall Script:

You can also use the uninstall script to remove the Agent and user-related files:

The script can be found here: Link 

On Windows

1. Open Settings.

2. Search for Apps and Features → search for agent under App List.

3. Click the context menu (three dots) → select Uninstall.

4. To remove user files associated with the Agent:
   • Delete the folder at: 
     C:\Users\<username>\AppData\Roaming\Produce8-Agent-dev.
   • Note: AppData is hidden by default — in File Explorer, go to Folder Options → enable Show hidden files, folders, and drives. 

5. Optional: To delete Agent Logs, remove:
   C:\Users\<username>\AppData\Local\Produce8-Agent.

Windows Uninstall Script:

Run the uninstall script to remove the Agent (user files must still be deleted manually):

The script can be found here: Link 

 

Need More Help?

If you're still running into issues, we're here to help. 

Contact Support

Reach out to our support team with a brief description of the issue. If possible, include a screenshot of any error messages to help us assist you faster.