Troubleshoot update, status, and connectivity issues with CylancePROTECT Desktop Skip Navigation

Troubleshoot update, status, and connectivity issues with
CylancePROTECT Desktop

Consider the following items when troubleshooting update, status, and connectivity issues with
CylancePROTECT Desktop
:
  • Verify that firewall port 443 is open and that the device can resolve and connect to
    BlackBerry
    sites.
  • Review the device information in the management console. Verify whether the device is online or offline and its last connected time.
  • Verify whether a proxy is being used by the device to connect to the Internet, and whether credentials are properly configured on the proxy.
  • Restart the
    Cylance
    service so that it attempts to connect to the console.
  • Collect the output of system information when the issue occurs.
    • Windows
      : msinfo32 or winmsd
    • macOS
      : System Information