This article provides steps to help you resolve issues related to Autopilot, specifically concerning Health Checks and Actions.
Autopilot does not suggest actions
In case the Autopilot does not provide any suggestions for actions or cannot do health checks on a device, please make sure to check the following:
Self-service actions enabled
1. From the console, click on the Admin button, then go to Customer Portal and select the Self-service actions button.
1. From the console, click on the Admin button, then go to Service Portal and select the Self-service actions button.
2. Ensure the Self-Service Actions toggle is enabled. Additionally, if you want this option available only for certain customers, make sure those specific customers have access to the Self-Service Actions module.
2. Ensure the Self-Service Actions toggle is enabled. Additionally, if you want this option available only for certain sites, make sure those specific sites have access to the Self-Service Actions module.
Account out of Sync
Sometimes, you might encounter issues with Autopilot not suggesting or running actions for Microsoft 365-related cases. First, ensure you have connected your Azure AD account to the specific customer by following this guide.
Sometimes, you might encounter issues with Autopilot not suggesting or running actions for Microsoft 365-related cases. First, ensure you have connected your Azure AD account to the specific site by following this guide.
If you have already connected your account with our Azure AD integration, you may need to disconnect and reconnect the account, as the connection could be out of sync. To fix this issue, please follow these steps:
1. Access the customer, where you have issues related to M365.
1. Access the site, where you have issues related to M365.
2. On the customer page, click on Sync contact, then Manage Azure AD integration.
2. On the site page, click on the Manage users dropdown, then Sync with Azure AD.
2. On the Azure Active Directory module, Disconnect your account.
After you click on Disconnect, redo the connection, following our main article:
Contact Assignment
User Assignment
For the Autopilot to work properly, ensure that a contact is assigned to the agent experiencing the issue.
For the Autopilot to work properly, ensure that a user is assigned to the agent experiencing the issue.
1. Access the agent that experiences the issue.
2. On the agent page, click on the Assign contact button.
2. On the agent page, click on the Assign user button.
3. In the Edit relations window, select the right contact and click on Apply.
3. In the Edit relations window, select the right user and click on Apply.
Communication issues between agent and device
Your device might appear to be working fine, but there could be an issue with its communication with our servers. To test if there are any issues with the agent itself, access the Agent, go to Manage, and attempt to use one of the options presented there, such as Registry Editor, Task Manager, or Command Prompt.
If these options are not working, ensure that all of our servers are whitelisted on your network and verify that no other settings in your environment might be affecting the device. Please follow the troubleshooting steps outlined in this article:
Offline Agent
Another reason you might not receive any suggested actions or health checks might be failing is that the agent appears to be offline in Atera. The agent being offline, even while the device is up and running, can be caused by several issues, such as the Atera agent being uninstalled, improper communication between the device and our servers, agent components being removed by antivirus software, and more. We suggest following these articles to help troubleshoot the issue.
In case none of these steps helped with the issue, please reach out to our support team.
