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Desktop Doctor

Desktop Doctor is a diagnostic utility for IT administrators to triage We360 agent issues — network connectivity, AV/EDR interference, agent process status, database health, and log collection.

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

macOS (Apple Silicon)

Desktop-Doctor.app.zip

macOS (Intel)

Desktop-Doctor.app.zip

Linux (x86_64)

Desktop-Doctor-x86_64.AppImage

Running the app

Double-click Desktop-Doctor.exe.

If Windows SmartScreen shows a blue warning banner, click More info → Run anyway. This is expected for unsigned utilities.

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

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.

Collecting and sharing logs

The Logs/Files Collector tab creates a single ZIP that contains everything We360 support needs.

1

Open Logs/Files Collector tab

Select all checkboxes — at minimum include app logs and system logs.

2

Click Create ZIP

The ZIP is saved automatically to the user's Downloads folder. The filename includes a timestamp and session ID.

3

Share with support

Upload the ZIP to the pre-signed URL provided by We360 support, or attach it directly to your support ticket.

The ZIP includes agent logs, configuration snapshots, and platform-specific diagnostics:

  • 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

See also

PreviousDynamic Report APINextTracker Failure Diagnostic Guide

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