Reporting Problems
If you or your users are experiencing a problem with the Kolide service, it’s important to report it right away. Certain classes of problems, when reported by customers, are valuable early warning indicators allowing Kolide engineers to address an emerging issue before it impacts others.
How To Report a Problem
Next, review our known issues list to see if Kolide is already aware of the problem. Even if Kolide is aware of the issue, your report is still appreciated, as additional reports can be helpful in understanding the impact of a particular problem.
The fastest way to report a problem is to contact support. When contacting support, it’s often useful to have the following information ready to share:
The name/email address of the impacted user.
The URL to the device’s details page (if applicable), or, the serial number and type of device (e.g., macOS).
The date/time the issue last occurred (the more precise, the better).
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If possible, ask the user to obtain a Kolide Agent Flare.
Kolide Agent Flares:As of November 20th, 2023, Kolide staff are now capable of obtaining an Agent Flare report remotely. However, there are some circumstances where this is not possible (e.g., the agent has connectivity problems). In these situations, it’s helpful for the end-user to provide the flare. Any notable changes that could have led to the issue (e.g., recent updates, new security tool deployed, etc.).
Once you have this info, simply contact support. If this is a new issue, Kolide will investigate it, and if appropriate, will add it to our known issues list.
Known Issues
Before spending time investigating and reporting an issue, it is possible that Kolide is already aware of the problem. Review the section below for issues that describe the problem you might be experiencing.
Active Issues
Menu Bar App And Notifications Won’t Open Browser When Using Wayland On Recent Versions Of Ubuntu
First Reported
Thursday, January 11th, 2024
Problem
An update to Wayland on more recent versions of Ubuntu prevents the Kolide Agent from launching a browser. This impacts users’ ability to open URLs from the menu bar app and by clicking on notifications from the Kolide Agent.
This occurs on Ubuntu 23.04 and 23.10.
Workaround
Switching from using Wayland to X11 when logging in will allow you to open URLs from the menu bar application and notifications. After you have switched to using X11, restart the launcher service via sudo systemctl restart launcher.kolide-k2.service.
Current Status
- January 11th, 2024 - First report received.
- January 16th, 2024 - Added to “Known Issues” list.
Windows Agent Stops Checking In After Waking From Sleep
First Reported
November 23rd, 2023
Problem
The osquery component of the Kolide agent occasionally stops checking into the Kolide service due to an issue in the agent’s startup routine.
End-users experiencing this problem will have their devices correctly identified during authentication, but no checks will be able to run. Eventually, they will be unable to authenticate as Kolide will not have any fresh data about their device, and they will be stuck waiting for checks to complete.
Kolide engineers have observed this is a relatively rare issue with a low chance of occurring during the Kolide agent’s startup routine. This startup routine occurs during:
- When the computer first boots
- When the OS wakes from standby or hibernation
- When the automatic upgrade process restarts the agent
Once the end-user notices the issue, it’s unlikely the agent is capable of recovering by itself without the end-user or the administrator employing the workarounds listed below.
Workaround
The problem is typically resolved by any of the following actions:
- Rebooting the device
- Repairing the agent
- Uninstalling / Re-installing the agent
Current Status
- November 23rd, 2023 - First report received.
- November 29th, 2023 - Second customer report received.
- November 30th, 2023 - Added to “Known Issues” list.
Kolide Menu Bar App Not Displaying on macOS
First Reported
October 2023
Problem
Occasionally, the Kolide Menu Bar app does not show on the macOS menu bar even though the Kolide agent is working correctly.
This problem most commonly occurs immediately following the installation of a macOS update. Subsequent restarts are not affected.
Workaround
As mentioned above, restarting the computer often immediately resolves the issue until the next macOS update.
Current Status
- October 2023 - First report received.
- November 24th, 2023 - Added to “Known Issues” list.
Factor Enrollment Timeout During Registration
First Reported
November 2023
Problem
Rarely, an end-user will receive an error during Kolide registration that says, Factor Enrollment Has Timed Out.
This occurs in scenarios where Okta does not send Kolide a webhook in a timely manner or fails to send it entirely.
Workaround
A Kolide administrator can manually verify the enrollment by performing the following steps:
In the search box in the primary navigation, enter the email or name of the impacted user. Click on the correct person when they appear in the search result.
Select Okta Identities in the sub-navigation.
Locate the primary identity and horizontally scroll the table to the right to reveal additional actions.
Click the circle with the checkbox in it, with the tooltip Manually verify enrollment.
Click OK when the confirmation dialog appears.
Current Status
- November 2023 - First report received.
- November 24th, 2023 - Added to “Known Issues” list.
Resolved Issues
Kolide Agent Stops Working After Automatic Update Until Reboot
First Reported
Tuesday, December 5th, 2023
Problem
When Kolide issues an automatic update to the Kolide Agent, there is a very low chance that the agent will fail to automatically restart after the update is completed.
If this occurs, users will not be able to successfully complete device trust authentication, and Kolide will report that it is unable to locate the agent on the end-user’s device.
This occurs on all platforms the Kolide agent supports (macOS, Windows, and Linux).
Workaround
Restarting the agent will cause the agent to work normally. This is most easily accomplished by asking an end-user to reboot their computer.
Current Status
- December 5th, 2023 - First report received.
- December 7th, 2023 - Added to “Known Issues” list.
- January 16th, 2024 - Added to “Resolved Issues” list.
Microsoft Intune Check Fails During Upgrade
First Reported
Friday, December 1st, 2023
Problem
A recent Microsoft Intune update (issued on November 27th) is causing Kolide to erroneously report that a device is not properly enrolled in Microsoft Intune.
After a preliminary investigation, Kolide has observed that the most recent Intune update temporarily terminates the processes associated with a normal and functioning Intune installation. Then, after an unknown period, the process restarts.
During this window, Kolide will not allow a device to pass the Microsoft Intune Check. If you block authentication based on this Check, devices experiencing this issue may be unable to sign in. If you block registration based on this Check, it may prevent otherwise valid devices from registering with Kolide.
Kolide engineers are continuing to investigate to provide more information about the underlying cause of the problem, its duration, and viable workarounds, and will update this Known Issue entry when we know more.
Workaround
Kolide has observed that over time, devices will recover from this state on their own. Kolide engineers are currently investigating whether restarting the device is sufficient to finalize the Intune upgrade process.
To diminish the impact of this issue, customers who are experiencing this issue are advised to temporarily turn off blocking in the Check’s settings until Kolide has shipped an update that resolves this problem.
Current Status
- December 1st, 2023 - First report received.
- December 1st, 2023 - Added to “Known Issues” list.
- December 1st, 2023 - Added to “Known Issues” list.
- December 4th, 2023 - Check updated to remove process requirement.
- December 7th, 2023 - Added to “Resolved Issues” list.
Issues Registering Mobile/Additional Devices
First Reported
Thursday, November 23rd, 2023
Problem
Customers have reported several issues preventing users from performing self-registration for additional devices, including mobile devices. Symptoms of the issue include:
- The user is repeatedly asked to authenticate with Okta during registration.
- The browser refreshes repeatedly until a “Too Many Requests” error is shown.
Workaround
The problem seems to go away after clearing all Kolide cookies in the web browser. Additionally, admins can ask a user to request an admin-approved registration to work around this issue.
Current Status
- November 23rd, 2023 - First report received.
- November 24th, 2023 - Added to “Known Issues” list.
- November 27th, 2023 - Bug fix deployed.
- November 28th, 2023 - Added to “Resolved Issues” list.