> ## Documentation Index
> Fetch the complete documentation index at: https://docs.starfort.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Common Desktop Agent issues and what to do.

<Note>
  **Windows only.** This guide will be expanded with annotated screenshots in a documentation update.
</Note>

| Symptom                          | Likely cause                                                                                                                                                                                                                                             | What to do                                                                                                                                                                                                   |
| -------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Everything is blocked            | The Agent isn't [assigned to a project](/en/v1.2/desktop/register#before-you-re-assigned-to-a-project) yet (default-deny), a [Kill Switch](/en/v1.2/admin/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](/en/v1.2/admin/control-profiles).                                                     | Relaunch the Agent; re-[register](/en/v1.2/desktop/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](/en/v1.2/desktop/register#if-registration-is-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.                                                                                                   |

If a problem persists, your administrator can look up the relevant trace in [Opticon monitoring](/en/v1.2/admin/monitoring-opticon) to see exactly what the Guardian decided and why.

## 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.

<Note>Exiting or pausing the Agent may require an **Exit Password** set by your administrator.</Note>