Troubleshoot a missing or incomplete scan

Use this guide when an enrolled machine stops reporting, or when a scan cannot assess some checks. You need access to the machine and permission to inspect its Assure asset record.

A machine is not reporting

1. Check the asset's last report time. Assure marks a machine as not reporting after 14 hours.
2. Run the agent's doctor command on the machine. Use the platform-specific command in Install: troubleshooting.
3. Resolve each FAIL result. Check the configured server address, proxy, clock, schedule, disk space, and permissions as indicated.
4. Inspect the local agent log: /var/lib/nimstead/agent.log on Linux or C:\ProgramData\Nimstead\agent.log on Windows. Root or administrator access is required.
5. Run the enrolled agent's report command with its normal service privileges. Confirm that the asset's last report time advances.

Do not enrol the machine repeatedly to diagnose a network failure. Keep its existing state and key while checking connectivity.

A scan is incomplete

1. Open the asset's scan report and read the reason for each incomplete check.
2. For feed-missing or no-advisories, inspect the feed service logs and run the feed update described in Install. Confirm that the next scan assesses the affected ecosystem.
3. For access-denied or source-partial, correct the collector's permissions or the source failure, then report again.
4. For policy-excluded, decide whether the local opt-in collection is appropriate. Follow the agent enrolment options; the server cannot enable those scans remotely.
5. For pending-reboot, arrange a restart through your normal maintenance process, then report again.
6. For an unsupported platform or an incomparable version, review the vendor's advisory manually. A repeat scan alone does not add support.

A scan with no findings can still have incomplete checks. Confirm the scan report's outcomes and reasons before treating the host as assessed.

Related: agent commands, inventory to evidence.