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.

Sign-in does not complete

Symptoms: Tray menu shows "Waiting for auth..." indefinitely; the browser does not open; or the browser sign-in succeeds but the tray never transitions to signed-in.

Causes and solutions:

• No network connectivity to the Pult API. The agent silently retries when it cannot reach gql.api.pult.com over HTTPS (port 443). Verify general internet access, and confirm that gql.api.pult.com and app.pult.com are reachable from the device (corporate firewalls / proxies often block them by default).
• System clock drift. Sign-in is rejected if the device clock is off from real time by more than a minute or more. Make sure automatic time synchronization is enabled (macOS: System Settings → General → Date & Time → Set time and date automatically; Windows: Settings → Time & language → Date & time → Set time automatically).
• Default browser does not open the sign-in page. The agent uses the OS default browser. Make sure a default browser is set and works. If the page does not open, try cancelling sign-in from the tray and signing in again.
• VPN or proxy blocks Pult endpoints. A full-tunnel VPN or strict egress proxy may block either the API (gql.api.pult.com) or the dashboard (dash.pult.com). Allow both endpoints, or temporarily disconnect from the VPN to complete sign-in.
• Sign-in session expired. The browser sign-in must be completed within about 15 minutes. If the browser tab was left open too long, cancel sign-in from the tray and start again.
• Approval pending or declined (bootstrapped agents). Bootstrap-based enrollments wait for an admin to approve the device authentication request in the Pult Dashboard. Confirm the request was approved and not declined. See Device Authentication.

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

• If sign-in itself never completes, see Sign-in does not complete. The bullets below usually apply when the agent did sign in once but its token can no longer be refreshed.
• 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.