On mobile devices, the system should ask you open OPSWAT Mobile App to able to verify your device compliance status. If you don't see any link/button which asks you to do so, you might turn on Desktop mode on your browser and it causes the service couldn't recognize your device . Please turn it off and try again.

1. Check if the 3th party vendor can get device ID:

• Paste this link to the browser: https://eapi.opswatgears.com:<port>/opswat/devinfo?count=10&callback=myCallback and replace<port> with a port configured on your account. Please check with your administrators to get the port number. For example https://eapi.opswatgears.com:11369/opswat/devinfo?count=10&callback=myCallback

2. Try to exempt the application which you are using to authenticate from the loopback restrictions by running the below commands

CheckNetIsolation LoopbackExempt -a -n=" <AppContainer or Package Family> "

For example:

• Microsoft Edge: CheckNetIsolation LoopbackExempt -a -n="Microsoft.MicrosoftEdge_8wekyb3d8bbwe"
  

• Microsoft Work or school account​ Windows App: CheckNetIsolation LoopbackExempt -a -n=microsoft.aad.brokerplugin_cw5n1h2txyewy

Note: to disable it, you can run the below commands

CheckNetIsolation LoopbackExempt -d -n=" <AppContainer or Package Family> "

For example:

• CheckNetIsolation LoopbackExempt -d -n="Microsoft.MicrosoftEdge_8wekyb3d8bbwe"

• CheckNetIsolation.exe LoopbackExempt -d -n=microsoft.aad.brokerplugin_cw5n1h2txyewy

• Uninstall the agent on the device

• Go back to the remediation page, download the OPSWAT Client installer

• Install the OPSWAT Client again by using the installer you just downloaded from the remediation page

• Uninstall the agent on the device

• Go back to the remediation page, download the OPSWAT Client installer

• Install the OPSWAT Client again by using the installer you just downloaded from the remediation page

Follow our KB to white-list MetaAccess addresses

Add exception for the MetaAccess domain eapi.opswatgears.com to make sure traffic to the agent doesn't go through the proxy

• Go to Command Line tool (on Windows)/Terminal (on macOS, Linux)

• type nslookup eapi.opswatgears.com

• if the domain is not resolved as 127.0.0.1, please contact your administrators to fix DNS issue. While waiting for a permanent fix, you can also add eapi.opswatgears.com domain to a hosts file on your device as a workaround solution by following this KB

This happens when a device installed an agent which has not supported an cross-domain API (Windows agent version 7.6.121.0/macOS agent version 10.4.147.0 or earlier) and upgraded to newer version but the agent has not fully upgraded.

• Uninstall the agent on the device

• Go back to the remediation page, download the OPSWAT Client installer

• Install the OPSWAT Client again by using the installer you just downloaded from the remediation page

Try to clean cookie and cache on your browser

https://support.google.com/accounts/answer/32050?co=GENIE.Platform%3DDesktop&hl=en&oco=0

Open Task Manager -> go to Services tab -> click Open Services -> Look up OPSWAT GEARS Client -> Check if status is running

If status is not running, please restart the service

Please try to reboot your machine and try again.

If you have to do this action to solve the problem, please contact OPSWAT Support to report this issue with the your device ID, agent version, logs and timestamp you faced this issue.

Please follow this KB to get OPSWAT Client logs