Troubleshooting - Starfort

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.

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.

​Removing the Agent

Removing the Agent