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Troubleshoot ZynoRMM
WebWorkstationMobileStart every RMM investigation by confirming the active organization, the endpoint's Last Seen time, and whether the requested action is a live session or a queued task. Those three details explain many apparent failures.
Access and endpoint visibility
| Symptom | What to do |
|---|---|
| ZynoRMM is missing from the launcher | Confirm that your organization has ZynoRMM enabled and that your account has RMM access. |
| You are not authorized | Ask an RMM manager or administrator to review your technician enrollment and scope. |
| No endpoints appear | Check the selected organization, agent enrollment, endpoint connectivity, and your endpoint scope. |
| Endpoint details are stale | Check Last Seen. An offline endpoint can show its most recently reported inventory, not live state. |
| A manager setting is missing | Confirm that you are an RMM manager in the active context. |
Secure actions and live support
| Symptom | What to do |
|---|---|
| A remote action is locked | Complete the secure technician-session or hardware-authenticator prompt. |
| Screen, terminal, or file support will not start | Confirm that the endpoint is online, you selected the correct endpoint, and your current scope permits the feature. |
| Screen view is blank or control is unavailable | Check display selection and local screen/input permission on the endpoint. End the session and reconnect after confirming the endpoint remains online. |
| An attended-support request failed | Confirm that the customer used the current one-time code and responded to the consent prompt. Create a new request only after the prior one has ended. |
Scripts, updates, and diagnostics
| Symptom | What to do |
|---|---|
| Script result is uncertain after a disconnect | Review history and output before retrying. A command may already have reached the endpoint. |
| Upgrade remains pending | Check that the endpoint is online and compatible with the queued update. |
| Upgrade remains in progress | Wait for the endpoint restart/version report. Escalate through your endpoint recovery process if it does not return. |
| No disk volumes or snapshot data | Confirm the endpoint is online, reports an eligible volume, and the technician session is unlocked. |
| No discovery networks appear | Check that discovery is enabled and at least two online agents share the same wired network and gateway. |
When to escalate
Escalate with the endpoint name or ID, organization, approximate time, action attempted, current status, and any displayed error. Do not include enrollment tokens, recovery keys, authenticator data, or customer file contents in a ticket.
For a suspected duplicate endpoint, lost agent identity, unexpected remote-control behavior, or an update that leaves the endpoint unavailable, stop repeating the action until the RMM owner has reviewed the endpoint's history.