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Frequently Asked Questions

Information regarding frequently asked questions on Workspace MDM in a list.

1-8 / 8 items

I want to read the user manual of the agent.

You can download the user manual on our support site.
Please refer to below page.
https://support.ntt.com/en/download/

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I can’t install the agent.

1) Check if your device meets the device requirements.
Refer to "Getting Started-Agent System Requirement" in《Windows User Manual》and confirm.

2) If you use Internet Explorer 9 when downloading the agent, you may not be able to download the agent. Remove the check from "Do not save encrypted pages to disk” in the Advanced tab in the internet options and try again.

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I can’t activate the agent.

1) Is your PC connected to the internet?
To activate the license, your device needs to be connected to the Internet.
Check the internet connection of your Windows device.

2) Is the Company Code or Authentication Code which you entered correct?
If the Company Code or Authentication Code is incorrect, you can't activate it.
Check your Company Code and Authentication Code again.

3) Do you have enough licenses?
You can't activate this product for more instances than the number of licenses.
Contact your administrator about the number of licenses.

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The agent is launched, but my Windows device is not managed.

1) Is your agent connected to the management site?
To manage your Windows device, the management site needs to communicate with your agent.
You can check your connection status on the tray icon.
Refer to "Agent Basic Operations-Screen Layout-Details of tray icon" in《Windows User Manual》and make sure that your agent is connected to the management site.

2) Have you activated your agent yet?
To use the functions of the agent, you need to activate your agent.
For details on how to activate the agent, refer to "Stop Agent Use-Deactivate agent-Activate agent" in《Windows User Manual》.

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A password is required.

You are required to enter a password in some cases, such as when finishing, uninstalling or deactivating the agent. Contact your administrator about the password.

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Deactivating the agent is failed.

Is your agent running?
To deactivate the agent, the agent needs to be running.
Refer to "Stop Agent Use-Finish agent-Re-Launch Agent" in《Windows User Manual》to launch the agent and try again.

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Multiple devices are registered as an identical device.

The Management site identifies registered devices via MAC address.
However, when the devices are sharing the same USB LAN adapters or a virtual network adapter is being employed by virtualization software, an identical MAC address will be assigned to multiple devices. The Management site identifies these devices as identical and overwrites previous device information assigned with the shared MAC address.

Make sure that no identical MAC address and virtual network adapters exist within the network. Then deactivate the agent (via the agent's "Deactivation" menu). Activate devices again and the target device will be registered as separate devices.

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A single device is registered as two separate devices.

When a device is activated after OS re-installation or recovery, an SID is re-issued. This may make a single device registered as multiple devices. When this occurs, delete the older device from the Assets page.

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