Errors with USU Workflow solution

Error with USU Workflow solution

Welcome to our guide on deactivating and reactivating users to resolve USU-related errors. This guide provides clear, step-by-step instructions to help you manage user statuses effectively and troubleshoot common issues.

Step 1

First, check if the user experiencing the issue exists in the client's user list and is active. This means there should be a checkmark in the "Active" column in the PSA: Review a client's users

If the user is not active, you need to correct this in the PSA and then synchronize in Invarosoft: Force a general sync

Step 2

Once you have ensured that the user is active (or was already active) in the client, you should deactivate and then reactivate the agent. This will restart the activation process and should correct the error. This process is done on the device and can be performed directly in the app or via script

Option 1: Directly in the app

Workflow link: Deactivate and activate an agent (Windows App)

Option 2: Via a script

Run a command prompt (batch)

•            cd “C:\Program Files (x86)\Invarosoft Pty Ltd\itsp.windows\bin”

•            itsp.windows.service.exe deactivate

Wait for 45 seconds

•            cd “C:\Program Files (x86)\Invarosoft Pty Ltd\itsp.windows\bin”

•            itsp.windows.service.exe activate [ACTIVATION_CODE]

Remember, you can find the specific client's activation code by going to Clients > Clients: 

Workflow link: Find the Client List - Obtain an activation code

Important Note:  If your device is not Windows, the deactivation should be done as follows

Workflow Link: Deactivation Mac and Mobiles

By following these steps, you should be able to resolve the "Agent: Bad" error and continue using the app without further issues. If you encounter any additional problems, please don't hesitate to reach out for further assistance. We're here to support you every step of the way!

* Remember that after the error is resolved and the app indicates that the agent is correctly activated, you must authenticate the user to allow access. Check the authentication process here: 

- Information about authentication methods (informative file):Authentication

- How to manually authenticate a user from the portal via Agents > Agents (workflow): How to Authenticate a User

- Authentication with Winmap from the portal (workflow): How to Assign a User in Winmap

- Authentication for non-Windows devices (informative file): Authenticate Mac or Mobiles