Troubleshooting

Log File Locations

The Pult Agent writes daily rolling log files that can help diagnose issues.

Accessing Logs

macOS:

1. Open Finder.
2. Press Cmd + Shift + G and enter ~/Library/Logs/com.pult.agent/.
3. The log files are named pult-agent.log with date-based rotation.

Windows:

1. Press Win + R, type %LOCALAPPDATA%\com.pult.agent\logs and press Enter.
2. The log folder opens in File Explorer.

When contacting support, compress the log files into a .zip archive and include them with your support request.

Common Issues

Agent not detecting presence

Symptoms: Agent shows "Unknown Office Location" in the tray menu, or no presence appears in the dashboard.

Causes and solutions:

• Wrong public IP: Your office's public IP may not match the configured presence location subnets. To check your current public IP, visit a site like whatismyip.com and compare it to the configured subnets.
• VPN active: If you're connected to a VPN, your traffic may be routed through the VPN tunnel. Ensure the Pult beacon endpoint (18.96.35.116/30) is excluded from the VPN (split-tunnel).
• Dynamic public IP: The agent requires a static public IP. If your office IP changes frequently, contact your internet provider about a static IP assignment.

Agent icon not visible

macOS: The menu bar may be hiding overflow items. Check System Settings for menu bar management. Ensure the agent is in /Applications/Pult Agent.app.

Windows: The tray icon may be in the hidden icons area. Click the ^ arrow in the taskbar notification area to reveal hidden icons.

Linux: Ensure libayatana-appindicator3-1 is installed for system tray support.

Agent not starting at login

macOS: Deploy a managed login items profile via your MDM using the bundle identifier com.pult.agent.

Windows: The agent registers for auto-start at installation. Verify the registry entry exists at HKLM\Software\Microsoft\Windows\CurrentVersion\Run. Re-installing the agent restores this entry.

Bootstrap token not being consumed

• Verify the token file is in the correct location (see Bootstrapping).
• Check that the token file contains only the token text (no extra whitespace or formatting).
• Ensure the agent has read/write permissions on the token directory.
• Check the agent logs for token-related messages.

"Unauthorized" errors in logs

• The access token may have expired. The agent normally refreshes tokens automatically, but prolonged offline periods can cause expiry.
• Try signing out and signing back in via the tray menu.
• If using bootstrapping, the bootstrap token may be expired or revoked. Generate a new one in the Pult Dashboard.

When to Contact Support

Reach out to Pult support if:

• Presence is not detected despite correct IP configuration.
• The agent shows an incorrect office location.
• The agent fails to start or crashes repeatedly.
• Device authentication requests are not appearing in the dashboard.

Include the log files and a description of the issue, including the affected user's email and the expected behavior.