The agent isn't connecting

If the desktop agent won't enroll, won't sign in, or sits stuck offline, the cause is almost always one of a few specific things. Check them in this order.

Who this is for

Anyone trying to get their own computer tracking — Mac, Windows or Linux. Any signed-in member can download and connect the agent themselves, whatever their role.

Steps

1. Check whether a build is even available. If your workspace hasn't published one yet, the download button on Get the agent is replaced by a panel that reads: "The [OS] build isn't published to this workspace yet. Once a release publishes it, it downloads straight from here and this page tells you exactly what [OS] will show when you open it." There's nothing wrong with your setup in that case. The build genuinely isn't out yet.
2. If you get as far as the app's first screen — Connect this Mac, Connect this PC or Connect this computer — but connecting fails, the message tells you what to fix. Signing in through the browser:

• Your browser never opened. The app keeps the link on screen with Open the page again and Copy link. Open it yourself; don't send it to anyone.
• "That request expired. Start again." You took longer than the request lives. Select Sign in with your browser again.
• "That code expired. In your browser, choose Show a code to get a new one." Codes are short-lived on purpose.
• "That code isn't right. Check it and try again." Five wrong tries lock the request and you start again.
• "Your workspace needs you to sign in again the way it requires. Start again." Your workspace no longer accepts the sign-in method that browser session used. Sign in again in the browser the way it asks, then start again.
• "This account can't add a computer to that workspace." Your account isn't allowed to enroll a device there; check with an admin.
• "Too many tries. Wait a minute and try again." Exactly that.
• Signing in with email and password instead, under Other ways to connect: "Invalid email or password." is the same credentials you use on the web, and "This account can't add a device here." is the same permission problem as above.
• "Couldn't reach the workspace. Check your connection, or the server under Advanced." A network problem, or the wrong address entirely.
• Advanced is a small link on the first connect screen, next to the line naming the workspace the app will connect to. Select it to see and edit that address. You only need it if your company runs its own WorkMonitor and gave you a different one.
• Given a token by IT? It goes under Other ways to connect too: Use an install token instead on a Mac, Use an enrollment token instead on Windows and Linux.

1. Open Get the agent and check Your devices. A device that was never installed shows Awaiting install; one that's connected shows Connected; one an owner has turned off shows Revoked. If yours shows Revoked, ask an owner. You'll need to install again with a fresh enrollment.
2. On the Mac itself, hover the WorkMonitor menu-bar icon. The tooltip shows the actual state: Starting…, Not enrolled, Tracking active, Paused, Offline, buffering, or Error: [message]. Right-click the icon for more detail, including a "Last sync … ago" (or "Not synced yet") line.
3. If the tray says Offline, buffering for more than a few minutes despite a normal internet connection, sign out and reconnect: open the menu-bar icon's Settings…, select Sign out, then connect again from Connect this Mac. A stuck connection is usually cleared by reconnecting from scratch.

What happens next

Once sign-in succeeds, the device registers automatically. There's nothing to copy across by hand. It appears in Your devices the moment it is registered, and flips to Connected the instant it enrolls and reports in for the first time. In the tray, the tooltip moves from Starting… to Tracking active.

If it doesn't work

• A short network drop isn't a failure: the agent keeps working and buffers what it can, then sends it once the connection returns. You don't need to do anything for a brief blip.
• If the tray keeps showing Error: [message], that message is your best clue. It names the actual problem the agent hit reaching the server.
• If none of the above explains it, ask an admin to check whether your device or your account has been affected on the workspace side.

Related

• Sign in with your browser
• Install on a Mac
• Your devices
• The menu-bar icon and pausing