| Machine not in the Agents list |
Can it reach https://ada.example.com/healthz on 443? Is
the root CA trusted? Was it installed with the agent token? Is approval
required (sections 6.8, 12.6)? |
| Agent shows unprotected |
It never authenticated with the agent token, so it receives a
sanitised policy without tamper protection. Reinstall with the token
(section 12.2). |
| Agent on an old policy version |
Offline, or the sync interval has not passed (section 10.6). The
↻ Restart row action makes it fetch immediately. |
| Labels missing in Office on the web or new Outlook |
The add-in was deployed with an unkeyed manifest (12.1, Microsoft
365 add-in key), or the user’s mailbox maps to a group that does not
receive those labels (section 9.3). |
| A rule never fires for one group |
The rule’s label is not delivered to that group, so the rule is
dropped from that group’s policy. Check with Scope on
the Rules page (section 10.0). |
| Certificate error in desktop Office only |
The manifest address does not match the certificate name. Install
with the DNS name; check the certificate’s subject alternative names
(section 6.3). |
| Add-in not loading in desktop Office (Windows) |
Agents → drawer → Office add-ins. Office’s
Require application add-ins to be signed by Trusted Publisher
must be off (section 12.2.2). |
| Mac files not scanned |
Grant Full Disk Access to Ada Agent
(section 12.3). |
| AD users cannot sign in to the console |
Settings → Active Directory → Test connection;
Status page → Active Directory. Local accounts keep working as
break-glass (section 6.5). |
| AD group membership changes not applied |
Membership is cached for about 10 minutes (section 9.10). |
| No e-mails |
Settings → Email (SMTP) → Send Test; check System
for SMTP errors (sections 6.6, 16.2). |
| SIEM receives nothing |
Settings → Syslog → delivery counters and Send
Test; check protocol/port and firewall (section 6.7). |
| AI conditions never match |
AI module off for that group, model not trained since the last
upgrade, or agent has not downloaded the model yet (section 11.14). |
| Console locked to the License page |
Licence expired or missing, or the server clock moved backwards
(section 6.2). |
