Windows only. This guide will be expanded with annotated screenshots in a documentation update.
| Symptom | Likely cause | What to do |
|---|---|---|
| Everything is blocked | The Agent isn’t assigned to a project yet (default-deny), a Kill Switch is active, or your company uses fail-closed and the Agent can’t reach Starfort. | Ask your administrator to assign the Agent or check the Kill Switch; check your network connection. |
| AI tools work with no protection | The Agent isn’t running or registered, your company uses fail-open and the Agent can’t reach Starfort, or your assigned project has no active Control Profiles. | Relaunch the Agent; re-register if prompted; otherwise confirm with your administrator. |
| Stuck on “registering” | The Agent can’t reach Starfort, or registration was refused — for example your company’s Agent limit is reached or the Desktop Agent feature is disabled. | If a refusal reason is shown, that needs your administrator (retrying won’t help). Otherwise check your network and retry. See registration refused. |
| Sensitive data wasn’t masked | No PII policy covers it, the endpoint isn’t a governed capture target, or the mask notification is suppressed for that endpoint (masking may still have happened). | Report it to your administrator — policy coverage and notification settings are configured in the Console. |
Removing the Agent
Uninstall the Agent with the provided uninstaller. The uninstaller deregisters the Agent with the server first, then removes it from your PC — so if the network is unavailable, removal won’t proceed; reconnect and run the uninstaller again. Removing the Agent also clears its locally stored Agent ID, so a later reinstall generates a fresh one.Exiting or pausing the Agent may require an Exit Password set by your administrator.