If Cylitic has been installed on a machine but is not showing up as online in the portal/reports despite being online, there are a few options to remediate if running the installer again and rebooting does not work. 

 

Note: If you have other security tools/antivirus, please remove them or ensure they aren’t interfering with our security suite by adding the file exclusions listed below the troubleshooting steps. 

Troubleshooting Steps:  

  

To get started, download our troubleshooting zip file here and extract it. This contains files needed for both options. 

Option One: Run CyliticElevate and Reinstall 

  1. Enter the CyliticTroubleshooting directory extracted from the downloaded zip file. 

  1. Right click CyliticElevate64.exe and click Run as administrator. This will open a command prompt and may take several minutes to finish. 

  1. If you are notified that the script fails, reboot the machine and try again. If you get the same notification after reboot, skip steps 3-5 and continue to option two. 

  1. Run the Cylitic Installer that was provided to you again. 

  1. Reboot the machine. 

  1. If the machine is consistently online and doesn’t show as recently online by the next day, continue to option two. 

 

Option Two: Contact Support and Install Troubleshooting Tool 

  1. Contact support at support@cylitic.com and let us know the computer name of the machine you will be installing the troubleshooting RMM tool on. 

  1. Enter the CyliticTroubleshooting directory extracted from the downloaded zip file. 

  1. Click Cylitic_NABLE.exe to install the executable. An engineer will address any installation issues on the machine and get back to you.  

 
 

Security Tool File Exclusions: 

 

Below are the files to exclude if using any existing security or antivirus software. 

 

C:\Program Files\Tanium\Tanium Client\TaniumClient.exe 
C:\Program Files\Tanium\Tanium Client\TaniumCX.exe 
C:\Program Files\Tanium\Tanium Client\Tools\StdUtils\7za.exe 
C:\Program Files\Tanium\Tanium Client\Tools\StdUtils\runasuser.exe 
C:\Program Files\Tanium\Tanium Client\Tools\StdUtils\runasuser64.exe 
C:\Program Files\Tanium\Tanium Client\Tools\StdUtils\TaniumExecWrapper.exe 
C:\Program Files\Tanium\Tanium Client\Tools\StdUtils\TaniumFileInfo.exe 
C:\Program Files\Tanium\Tanium Client\Tools\StdUtils\TPowerShell.exe 
C:\Program Files (x86)\Tanium\Tanium Client\TaniumClient.exe 
C:\Program Files (x86) \Tanium\Tanium Client\TaniumCX.exe 
C:\Program Files (x86)\Tanium\Tanium Client\Tools\StdUtils\7za.exe 
C:\Program Files (x86)\Tanium\Tanium Client\Tools\StdUtils\runasuser.exe 
C:\Program Files (x86)\Tanium\Tanium Client\Tools\StdUtils\runasuser64.exe 
C:\Program Files (x86)\Tanium\Tanium Client\Tools\StdUtils\TaniumExecWrapper.exe 
C:\Program Files (x86)\Tanium\Tanium Client\Tools\StdUtils\TaniumFileInfo.exe 
C:\Program Files (x86)\Tanium\Tanium Client\Tools\StdUtils\TPowerShell.exe 
C:\Program Files\DeepInstinct\DeepCIService.exe  
C:\Program Files\DeepInstinct\DeepETPService.exe  
C:\Program Files\DeepInstinct\DeepMgmtService.exe  
C:\Program Files\DeepInstinct\DeepNetworkService.exe  
C:\Program Files\DeepInstinct\DeepRecoveryService.exe  
C:\Program Files\DeepInstinct\DeepStaticService.exe  
C:\Program Files\DeepInstinct\DeepTHService.exe  
C:\Program Files\DeepInstinct\DeepUI.exe  
C:\Program Files\DeepInstinct\DeepUninstaller.exe  
C:\Program Files\DeepInstinct\WSC\DeepRemediation.exe  
C:\Program Files\DeepInstinct\WSC\DeepWSCProxy.exe  
C:\Program Files (x86)\OpenDNS\Umbrella Roaming Client\ERCService.exe 
C:\Program Files (x86)\OpenDNS\Umbrella Roaming Client\ERCInterface.exe 
C:\Program Files (x86)\OpenDNS\Umbrella Roaming Client\dnscryptproxy.exe 
C:\Program Files\OpenDNS\Umbrella Roaming Client\ERCService.exe 
C:\Program Files\OpenDNS\Umbrella Roaming Client\ERCInterface.exe 
C:\Program Files\OpenDNS\Umbrella Roaming Client\dnscryptproxy.exe 
C:\Program Files\CyliticSecurityNotifier\CyliticSecurityNotifier.exe