What each Desktop Agent status means

Troubleshooting · Audience: everyone

Online, Offline, Connecting, Needs reinstalling, and the separate Full/Partial/Limited tracking-capability label — what each one means and who needs to act.

What this does

Defines every status you might see for a device on My Devices, and the right next step for each. My Devices actually shows two separate things about a Mac computer: a connectivity label for the Desktop Agent itself, and — only on macOS — a separate "Tracking capability" fact. They answer different questions and can be true independently of each other.

Who can do this

Everyone can read their own device's state; some fixes need an administrator.

What happens next — Connectivity label

(the Desktop Agent/Browser Extension card's own status)

• Not installed / Not connected — nothing has been set up yet.

• Connecting… — just registered, hasn't checked in yet; resolves on its own within a few minutes.

• Monitoring paused — an administrator has explicitly paused monitoring for this device; it stays connected, nothing to do.

• Updating… / Maintenance… — a scheduled update or admin action is running now; leave it installed and running.

• Offline — hasn't checked in recently; most Offline devices reconnect and catch up automatically once they're back online, but if it stays Offline a long time and never finished its initial setup, the status becomes the more specific Needs reinstalling instead, with concrete steps.

• Online — connected and reporting normally.

• Outside work hours — connected, but nothing is being tracked right now because you're outside your scheduled hours; resumes automatically at your next shift.

• Syncing — collecting activity normally but behind on uploading it; catches up on its own.

What happens next — Tracking capability

(macOS only, its own separate line)

• Full — both Screen Recording and Accessibility are granted.

• Partial — only one of the two is granted.

• Limited — neither is granted.

• Not applicable — Windows, or a revoked device.

The easy-to-miss fact: a macOS device with a missing permission still shows "Online," not a different connectivity label — the connectivity label only ever reflects whether the agent is reachable, never whether a permission is missing.

Important notes

• "Partial" can mean two very different situations that look identical from the label alone — see "macOS permissions explained" for which one matters for your workspace.

• A missing Accessibility permission alone never affects the connectivity label and never blocks application tracking.

Troubleshooting

• Tracking capability shows Partial or Limited even though you already granted the permission — fully quit and relaunch the Desktop Agent.

• A device is stuck Offline and has been for a long time — check whether it now shows "Needs reinstalling" specifically; otherwise confirm the computer is on/connected and try restarting Staffintra.

• A device is stuck Revoked and you need it back — an administrator must re-enroll the device from Tracking Status / Agent Management.