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.

General Troubleshooting Steps

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.

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 

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.