This is a guide on how to fix a device not checking in.

If a device hasn't checked in on the computer's page for more than 24 hours and has been on and connected to the internet, you'll want to try the steps below to resolve this issue. 

Procedure

If a device isn't checking in, you'll want to try an agent reset: 

Mac 

1. Open terminal (easiest way is cmd + space bar & search for 'terminal')
2. Copy/Paste sudo /usr/local/vanta/vanta-cli reset
3. Hit 'Return'. It may ask you for a password (use the password you have to download apps or to open your computer)

Windows

1. Search for cmd.exe in the search bar. Right-click and select “run as administrator.”
2. Type C:\PROGRA~1\Vanta\vanta-cli reset and press return

Common Issues

If the device still doesn't check in within 24 hours of running the reset command, we recommend reinstalling the agent: 

Mac uninstall/reinstall

1. Open Terminal (easiest way to find it is cmd+space bar "terminal")
2. Copy and paste the code below into the Terminal:
   sudo /usr/local/vanta/vanta-cli uninstall
3. To reinstall, please visit https://app.vanta.com/download

Windows uninstall/reinstall

1. Go to Apps & Features, search for Vanta, and click the Uninstall button.
2. Delete the files in the Vanta folder from this location C:\ProgramData\Vanta.
3. Please reboot your machine before attempting to reinstall
4. To reinstall, please visit https://app.vanta.com/download.

If the Agent still fails to check in a few hours after trying this, please run our diagnostic tool, doctor, and copy/paste the full output to share on this message to the Vanta support team:

Mac

1. Open terminal (easiest way is cmd + space bar & search for 'terminal')
2. Copy/Paste sudo /usr/local/vanta/vanta-cli doctor
3. Hit 'Return'. It may ask you for a password (use the password you have to download apps or to open your computer)
4. Copy/paste full output on this message

Windows

1. Search for cmd.exe in the search bar. Right-click and select “run as administrator.”
2. Type C:\PROGRA~1\Vanta\vanta-cli doctor and press return
3. Copy/paste full output on this message