How to find the machines that need a person
Find every machine that needs a person in seconds: the Installs that need attention list shows agents that never joined and why, and the roster opens A to Z with a Status filter, bulk actions and more filters behind a Filters button.
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How to do it
Open RMM, then Devices.
The page opens on the roster of every enrolled machine across every client. At the right end of the bar above it, the Install issues button opens Installs that need attention. The button is red while at least one install needs attention. If only dismissed rows are left, it still shows, without the red, so you can restore them. When nothing needs attention and nothing is dismissed, the button is gone.
Read one row on the list.
A row names the machine and its client, what stopped it, when, and the reference the report came in under. Rows land here for four reasons: the install stopped at a step; the installer saw the service start and then die within thirty seconds; the tray found the service down later; or the install worked and the machine still has not connected after ten minutes.
Check the count beside a machine's name.
The same problem on one machine stays one row, however many times somebody has tried. The count says how many reports that one row holds, and the reference beside it says which attempt the newest one was.
Use View report to read the whole thing, or Dismiss once you have dealt with it.
View report opens the machine's own report: the installer's own checklist, step by step, marked as the person at the machine saw it, and the log from that machine. Dismiss clears every report for that same problem at once, so it does not come back one at a time. A new problem on that machine later still shows up. This list makes no ticket and sends no mail. Dismiss moves the row into Dismissed installs and shows a brief Undo option first.
Warning: Dismiss clears every report for that problem on that machine, not only the row you pressed it on.Use the Status select on the bar above the roster.
Status: All is everything you have. Needs attention keeps only the machines that need a person. Offline keeps the machines that are dark. There is an Online choice too.
Read the order the list opens in.
The list opens A to Z by device name, and every device you have is on it, healthy ones too. Needs attention is a Status filter and the Health column, not a different order.
Click a column heading to sort your own way.
A Reset button then shows on the bar, and it puts the list back to A to Z.
Tick the boxes on the left to pick machines.
A bar appears above the list with Move to another client and Remove, and Clear selection to drop the picks again. The box in the header picks every machine on the page.
Warning: Both buttons act on every machine you have ticked, not only the row you are looking at.Press Filters for the rest of them.
The panel holds the rest of the filters, among them Approval, Agent, Warranty, Alerts, Patches, Reinstall and Active or Archived. Version, Ring, Type and OS appear when there is something to filter by, and a Tags filter joins once at least one machine carries a tag.
Set one and look back at the bar.
A number on the Filters button says how many are set, and every filter you set in that panel also shows under the bar with an X to take it off. The Status select needs no X, because it always shows what it is set to. The list narrows as you go. The web address uses the same names, so an old bookmark or a link a workmate sent you still works.
Read the report that View report opens.
It names the machine, the client, its agent version and its OS, then the same seven-row checklist the person at the machine watched: a check for what it reached, a cross for where it stopped, and a hollow circle for what it never got to. Below sits the reason in Windows' own words, then Show log for the raw detail. The last line names who reported it and the reference, so a code read out over the phone and the report you opened are the same one.
Open a machine's own Security tab.
It carries this machine's security posture: which drives are encrypted with a gated reveal for the BitLocker key, the escrowed local admin password (LAPS), and the NIST 800-171 baseline it is scored against. Each card stays hidden until the agent has reported that kind of data. Isolation & trust holds two switches: Quarantine, which turns the agent away at its next check-in, and Telemetry, which feeds the CPU, memory and disk figures. Both need the RMM edit permission, and the card shows once a live agent is enrolled or the machine carries an approval on record.
Restore a dismissed row and see it back on the list, ready to Dismiss again.
Restore, on a row inside Dismissed installs, puts that same problem back on the active list as though it had just come in. The Install issues button stays while any restorable row exists, even when the roster is empty. A restored row keeps its device name, what stopped it, when, and its reference.
Press Dismiss and watch for the Undo toast.
Dismiss shows a small "Dismissed." toast with an Undo link for a short while. Press Undo before it closes and the row returns exactly as it was. After that, open Dismissed installs and press Restore.
Ask Elise instead of clicking.
Ask "list the offline devices at Harbor Lane Pediatrics" and Elise returns that client's devices with their type, OS, last seen and online status. Ask "give me the RMM health rollup for last month" and she totals devices, offline machines, patch compliance, pending reboots and open alerts for each client. Ask "diagnose the front desk PC" and she reads its recent errors and health issues and suggests next steps, without running anything on the machine. Tell her "push Google Chrome to every device at Bluebird Dental" and she shows a card to approve before it goes out.
What you will have
- Know what lands on the Installs that need attention list, and what a row on it means.
- Read the roster's own order: A to Z by device name, with every device on it.
- Sort the roster your own way, and put the default order back.
- Pick several machines and act on them together.
- Find the extra filters behind the Filters button, and see at a glance which ones are set.
- Open a machine's own Security tab, and know what makes its cards appear or stay hidden.
- Ask Elise to list, count and fix machines for you.
Why it works this way: How to find the machines that need a person
The install list has its own button on the bar above the roster because the machines on it are not in the roster at all. They tried to join and never got that far.
One row on that list is one problem on one machine, however many times it has been tried. A different problem, or the same machine name at a different client, gets its own row.
The roster opens A to Z by device name, not by what needs a person. A healthy machine is still on the list.
Only the search box, Client and Status stay on the bar, because almost every question uses one of those three. The rest sit behind the Filters button so the bar stays readable.
Other ways to do this: How to find the machines that need a person
The three pickers that stay on the bar
The search box, Client and Status sit on the bar itself, beside the Filters button.
If it did not work: How to find the machines that need a person
- No Install issues button on the bar: nothing needs attention, and nothing sits in Dismissed installs waiting to be restored either.
- No Tags filter in the panel: no machine on the roster carries a tag yet.
- The list will not sort the way you expect: it opens A to Z until you click a column heading, and Reset brings it back.
- A machine that could not reach us at all never makes this list: no report was sent, so there is nothing to show. It leaves a copy on its own desktop instead, named GoTenix-install-report.txt, for whoever is sitting at it.
- A machine with no live agent and no approval on record shows no Isolation & trust card and none of the other Security cards either. The tab reads "No security data yet" instead.
Questions this page answers
What is "Installs that need attention"?
It is a list of machines that tried to join and did not. It opens from the "Install issues" button at the right end of the bar above the roster. The button is red while at least one install needs attention. They are not in the roster, because they never got that far. The agent sends us a report at the end of every install. Rows land here for four reasons. The install stopped at a step. Or the service started and the installer itself saw it stop again within thirty seconds. Or the tray found the service down later on its own and told us, which is a different thing. Or the install worked and the machine has still not connected after ten minutes. Each row says what stopped it, when, and which client it was for. The same problem on one machine is one row here, even when it has tried many times. When it has tried more than once, the row shows the count, like ×5. A different problem, or the same machine name at a different client, gets its own row. Press "View report" to see the whole thing. It shows the same seven steps the person at the machine saw, and the log from that machine. Press "Dismiss" once you have dealt with it. That clears every report for that same problem at once, so it does not keep coming back one at a time. A message appears with an Undo button for a short while after. Missed that? Open "Dismissed installs" at the bottom of the list and press Restore next to the machine. A new problem on that machine later still shows up on its own. If only dismissed rows are left, the button still shows, without the red, so you can restore them. When nothing needs attention and nothing is dismissed, the button is gone. It does not make a ticket and it does not send mail.
How is the device list ordered?
The list opens A to Z by device name. Every device you have is on it, healthy ones too. Click a column heading to sort by that column instead. The bar then names the column, like Sorted by Last check-in, with a "Reset" button next to it. "Reset" puts the list back to A to Z. To find the machines that need a look, use the icons in the Health column or the "Status" select on the bar. "Status: All" is everything, "Needs attention" keeps only the machines that need a person, and "Offline" keeps the machines that are dark. Tick the boxes on the left to pick machines; a bar appears with "Move to another client" and "Remove" for all of them at once.
What is the reference on an install row?
It is a short code like INS-7K2Q. The person at the machine sees the same code on the installer window. It reads "Report sent to" and then your name and the code. So they can read it out to you over the phone. Each machine gets one code per install. If they press Retry, the same row is updated. It is not a second row. The row then says which attempt it is. If the machine could not reach us at all, no report is sent. A copy is saved on their desktop instead. The file is named GoTenix-install-report.txt. A machine that reads "Reinstall required" still uses the old names. Its folder, service, log source and registry key carry the old product name in place of GoTenix.
What is the Security tab for?
It puts this device's security posture in one place. You see which drives are encrypted, and you can reveal a BitLocker recovery key. That reveal needs the right permission and is written to the audit log. You also see the escrowed local admin password (LAPS) and the NIST 800-171 baseline this device is scored against. If a live agent is enrolled, two switches sit beside the device's trust receipt: Quarantine and Telemetry. Quarantine turns the agent away at its next check-in. Changing either switch needs the RMM edit permission. A device with no live agent shows no switches at all, not a dead control.
How do I push the MSI silently (GPO, Intune, PDQ, any RMM)?
Run this, as SYSTEM or elevated, on each machine once: msiexec /i GoTenixAgent.msi /qn ADDDESKTOPICON=1 ENROLLURL="<link>". That is the exact command the portal's own copy button gives you. Drop ADDDESKTOPICON=1 if you do not want the desktop shortcut. Quote the link; it is long. An MSI install always covers one machine. Once the install runs, it waits up to 90 seconds for the device to connect to the portal. If it connects, msiexec reports success. If it does not, msiexec reports the install as failed, with code 1603. One rare case differs. If the installer cannot get administrator rights to even check, it still exits 0. It writes a note to the Windows Event Log and to install.log instead, so check there when a device that returned 0 never shows up. The service, its files and its logs still stay on the machine, and the agent keeps trying to connect on its own. So a 1603 in your tool can still turn into a working device a little later. Check the real result in one of three places: the portal's Devices page, where the red "Install issues" button opens "Installs that need attention". The machine's Event Viewer, Application log, source "GoTenix Agent", event ID 1700; a failed enrolment is logged there as an error. Or the file C:\Program Files\GoTenix Agent\data\logs\install.log. If ENROLLURL is missing on a brand new machine, the install itself is refused first. msiexec reports that as a failure too, and nothing else is written. Add /l*v C:\gotenix-agent-install.log to your push to catch that case. Then check the machine for the registry value HKLM\SOFTWARE\GoTenix\Agent\EnrollUrl. Present means the link arrived. The Windows list of installed programs shows the version of the installer that was used. The portal shows the version that is running. A push to a machine that already has the agent is a repair, not a fresh install. If that machine already enrolled, the repair changes nothing and msiexec reports success. If it never enrolled, the repair uses the link you pushed, starts the "GoTenixAgent" service, and runs the same 90-second check, so a 1603 means it still could not connect. A first "Installs that need attention" row whose service kept stopping is usually just the tray catching the brief service restart every normal install goes through, not a real failure. Check whether the device is already online before you push again; a second push is rarely needed. Once it connects, that row clears itself. A machine that reads "Reinstall required" still uses the old names. Its folder, service, log source and registry key carry the old product name in place of GoTenix.
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