> For the complete documentation index, see [llms.txt](https://docs.we360.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.we360.ai/deployment-and-it-ops/troubleshooting-and-support/desktop-doctor.md). # Desktop Doctor Desktop Doctor is a diagnostic tool that runs directly on the affected machine and checks the most common causes of agent failure: network connectivity, SSL/TLS interception by proxies, antivirus detection, agent process status, and local database health. It can also bundle all relevant logs into a single ZIP ready to send to We360 support. **Use it whenever an agent issue cannot be resolved from the admin portal alone, or before escalating any support ticket.** *** ## Download Download the file for your platform and send it to the affected machine. No installation is required — it runs as a standalone executable. | Platform | Download | | --------------------- | ------------------------------------------------------------------------------------------------------------------------- | | Windows | [Desktop-Doctor.exe](https://portal.we360.ai/static/desktop-doctor/windows-gui/Desktop-Doctor.exe) | | macOS (Apple Silicon) | [Desktop-Doctor.app.zip](https://portal.we360.ai/static/desktop-doctor/darwin-gui/darwin-arm64/Desktop-Doctor.app.zip) | | macOS (Intel) | [Desktop-Doctor.app.zip](https://portal.we360.ai/static/desktop-doctor/darwin-gui/darwin-amd64/Desktop-Doctor.app.zip) | | Linux (x86\_64) | [Desktop-Doctor-x86\_64.AppImage](https://portal.we360.ai/static/desktop-doctor/linux-gui/Desktop-Doctor-x86_64.AppImage) | *** ## Running the app {% tabs %} {% tab title="Windows" %} Double-click `Desktop-Doctor.exe`. If Windows SmartScreen shows a blue warning banner, click **More info** → **Run anyway**. This is expected for unsigned utilities. {% endtab %} {% tab title="macOS" %} macOS blocks apps from unidentified developers by default. Use one of these methods: **Option 1 — Right-click to open (easiest)** 1. Unzip `Desktop-Doctor.app.zip` 2. Right-click `Desktop-Doctor.app` → **Open** 3. In the dialog, click **Open** **Option 2 — System Settings bypass** 1. Unzip and attempt to open the app — macOS will block it 2. Open **System Settings → Privacy & Security** 3. Scroll to the Desktop Doctor entry → click **Open Anyway** **Option 3 — Terminal (if the above don't work)** ```bash unzip ~/Downloads/Desktop-Doctor.app.zip -d ~/Downloads xattr -cr ~/Downloads/Desktop-Doctor.app open ~/Downloads/Desktop-Doctor.app ``` {% endtab %} {% tab title="Linux" %} The Linux build is a single-file **AppImage** — no extraction or installation. Make it executable, then run it: ```bash chmod +x Desktop-Doctor-x86_64.AppImage ./Desktop-Doctor-x86_64.AppImage ``` Needs a 64-bit Linux desktop with a graphical session (Ubuntu 22.04, Debian 12, Fedora 36, or newer). If it doesn't open when double-clicked from a file manager, launch it from a terminal with the commands above. {% hint style="info" %} On a headless server (no desktop), use the command-line build instead — ask We360 support for the `doctor-cli` download link. It runs every check from the terminal and has no graphical requirements. {% endhint %} {% endtab %} {% endtabs %} *** ## Tabs reference Click **Run** on any tab to start its checks. Each tab is independent — you can run them in any order. | Tab | What it checks | When to use | | ------------------------ | ------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------- | | **Net Check** | DNS resolution, TCP connectivity, and HTTP reachability for all We360 endpoints | First stop — rules out firewall and proxy issues | | **SSL/TLS** | Certificate validity, proxy/MITM interception, TLS version support | Run if Net Check passes but data still isn't syncing | | **AV/Firewall Check** | Detected antivirus, EDR agents, VPN clients, proxies, and MDM profiles | Confirms which security software is present before adding exclusions | | **Processes** | Whether the agent processes are currently running and their file paths | Quickly confirm the agent is alive vs. stopped or missing | | **Database** | Local event count, synced vs. unsynced state, and tenant identity | Determine whether events are being captured but not uploaded (network issue) or not captured at all | | **Misc** | System clock accuracy, package health, display server | Use when you suspect a clock skew, OS-level, or Linux display issue | | **Logs/Files Collector** | Bundles all agent logs into a ZIP for support | Run before any support escalation | {% hint style="info" %} **Interpreting Database results:** If the Database tab shows a large number of unsynced events, the agent is capturing data but cannot upload it — the problem is network or authentication, not the tracker itself. If event count is zero or very low despite the machine being in active use, the tracker subsystem may have stopped. {% endhint %} *** ## Collecting and sharing logs The **Logs/Files Collector** tab creates a single ZIP that contains everything We360 support needs. {% stepper %} {% step %} ### Open Logs/Files Collector tab Select all checkboxes — at minimum include app logs and system logs. {% endstep %} {% step %} ### Click Create ZIP The ZIP is saved automatically to the user's **Downloads** folder. The filename includes a timestamp and session ID. {% endstep %} {% step %} ### Share with support Upload the ZIP to the pre-signed URL provided by We360 support, or attach it directly to your support ticket. {% endstep %} {% endstepper %} The ZIP includes agent logs, configuration snapshots, and platform-specific diagnostics: {% tabs %} {% tab title="Windows" %} * Agent logs (Stealth and Standard paths) * Antivirus, firewall, and scheduled task snapshots * Root certificate store listing * Listening ports and DNS/proxy configuration * Windows Event Log excerpts {% endtab %} {% tab title="macOS" %} * Agent logs (Stealth and Standard paths) * Launch Agents and Daemons directory listing * System extensions list * launchctl service state {% endtab %} {% tab title="Linux" %} * Agent logs * systemd unit and journal excerpts * Network interface and DNS state {% endtab %} {% endtabs %} *** ## See also * [Tracker Failure Diagnostic Guide](/deployment-and-it-ops/troubleshooting-and-support/tracker-failure-guide.md) — step-by-step resolution for the most common failure patterns * [AV and EDR Exclusions](/deployment-and-it-ops/security-and-hardening/network-and-security-hardening/av-and-edr-exclusions.md) — what to allowlist after the AV/Firewall Check tab identifies interference * [Download Links & Utilities](/deployment-and-it-ops/deployment/agent-deployment-hub/download-links.md) — all agent installers and cleanup utilities --- # Agent Instructions This documentation is published with GitBook. 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