What This Category Covers
Syncro troubleshooting should separate portal status from endpoint execution. Online assets can still fail scripts because of agent service state, policy scope, AV quarantine, execution context, or stale command queues.
Fastest Isolation Path
- Check asset policy, script history/output, agent service state, remote shell behavior, antivirus quarantine, and customer/site assignment.
- Compare with a working asset in the same policy.
- Reinstall the agent only after service, policy, and execution causes are ruled out.
Before You Escalate
Include affected scope, exact errors, timestamps, working comparison, logs checked, changes made, and the current suspected layer. Escalation without this evidence usually turns into another round of basic triage.
Articles in This Path
Pick the closest symptom and work from there.
Syncro agent shows online but scripts never return outputSyncro alerts create duplicate tickets for the same endpoint eventSyncro asset appears under wrong customer after import or onboarding syncSyncro automated remediation runs manually but not on alert triggerSyncro billing sync posts duplicate labor or recurring line itemsSyncro custom field update works in asset view but fails inside automation policySyncro macOS agent installed but policies and scripts never applySyncro patch policy approves updates but endpoints never install themSyncro PSA ticket status updates fail after workflow automation changeSyncro remote access launches but session never connects to the workstationSyncro script variables resolve incorrectly for one customer policy onlySyncro SNMP or monitoring check alerts after site firewall rule changeSyncro software inventory misses newly installed applications on one device groupSyncro ticket portal emails create tickets without matching contact associationSyncro Windows agent service stops after antivirus quarantine action