Troubleshooting
Start with the affected area
Section titled “Start with the affected area”Installation
Section titled “Installation”Save the installer log and identify the first failed prerequisite or component action. Review the Prerequisites and Windows Server installation guide before retrying.
First setup
Section titled “First setup”Confirm that the Portal and Enterprise Server application pools are running, SQL Server is reachable, and the First Setup wizard can load. See First Setup.
Licensing
Section titled “Licensing”Record the Machine SID, current plan, synchronization error, displayed quotas, and license expiration date. Then follow the Licensing guide or provide that evidence to support.
Server component
Section titled “Server component”Verify the Server URL, TLS certificate, firewall, application pool, and authentication password. See Servers.
Scheduled tasks
Section titled “Scheduled tasks”Confirm the Scheduler service is running, then review the task’s Last Result, scope, credentials, timeout, and module prerequisites. See Scheduled Tasks.
Microsoft 365, Azure, or the Windows Agent
Section titled “Microsoft 365, Azure, or the Windows Agent”For Microsoft cloud issues, start with the Microsoft 365 & Azure guides. For Windows Agent issues, start with Remote Monitoring & Management and record the affected device, agent version, last check-in time, and exact error.
Information to collect
Section titled “Information to collect”- MSPControl version and installed components.
- Windows Server and SQL Server versions.
- Exact error text and timestamp.
- Relevant installer, IIS, Scheduler, Windows Event Viewer, or application logs.
- Steps that reproduce the issue.
- Whether the issue affects one customer, one server, or the full installation.
Do not include customer secrets, passwords, tokens, or private keys in support bundles.