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The Oneleet Agent is currently invite-only. If you’d like to start using it, please contact us via your dedicated Slack channel with us.

Troubleshooting

The Oneleet Agent isn’t working (general troubleshooting)

Follow these steps and check after each one to see if the Oneleet Agent starts working:

Check if the Oneleet Agent is running

First, follow the steps in the Setup Guide to install and start the Oneleet Agent. Then, review the Once the Oneleet Agent is running, where can I find it? section of our FAQ to get familiar with where to find the Oneleet Agent menu once it’s installed and running.

If you still can’t confirm if the Oneleet Agent is running or not, try the final step below to see if it’s running:

Open Activity Monitor and search for “Oneleet”:

macOS Activity Monitor

In your terminal, run:

ps aux | grep oneleet

If you’ve confirmed that the Oneleet Agent isn’t running after following the steps above, skip to the Restart your device step below.

Log out and log in again

If already logged in, log out by opening the Oneleet Agent menu and clicking on Help > Logout. You should then be prompted to log in again automatically, but if not, open the Oneleet Agent menu and click on Open.

macOS logout

Check if your Oneleet Agent version is up to date

To check if your version of the Oneleet Agent is up to date, open the Oneleet Agent menu and click on Settings > Check for Updates.

macOS check for updates

Quit and restart the Oneleet Agent

Quiting and restarting the Oneleet Agent can sometimes resolve temporary issues or conflicts. To quit the Oneleet Agent, open the Oneleet Agent menu and click on Quit. If you’re unsure how to start the Oneleet agent again, see the Setup Guide.

Restart your device

Restarting your device can also resolve temporary issues or conflicts.

Reinstall the Oneleet Agent

First, follow the uninstallation steps in the Setup Guide. Once uninstalled, and follow the download and installation steps to download and install a fresh copy of the Oneleet Agent.

Ensure your operating system is up to date

An out-of-date operating system could lead to issues with the Oneleet Agent. Ensure your operating system is up to date by checking for updates in your system settings.

Delete all Oneleet Agent app data

As a last resort, try deleting all app data and configuration for the Oneleet Agent.

First make sure to first quit the Oneleet Agent. Then, delete the app data folder for the Oneleet Agent. The location of this folder depends on your operating system:

Delete the ~/Library/Application Support/Oneleet Agent folder.

To find the Library folder, open a new Finder window and press Command + Shift + L to directly open it.

Delete the %APPDATA%\Oneleet Agent folder.

To find the AppData folder, either open a new File Explorer window and enter %APPDATA% in the address bar, or press Windows + R to open the Run dialog, then type %APPDATA% and press Enter.

Delete the $XDG_CONFIG_HOME/oneleet or ~/.config/oneleet folder.

Once you’ve deleted this folder, restart the Oneleet Agent and log back in.

Get in touch

If all the above steps fail to resolve your issue, please get in touch via your dedicated Slack channel with us. Provide details of the issue, screenshots (if applicable), and logs (See the How can I access the logs for the Oneleet Agent? section below) for faster resolution.

How can I access the logs for the Oneleet Agent?

To access the logs for the Oneleet Agent, follow these steps:

Find and click on the Oneleet icon in your menu bar (top right of your screen)
- If you don’t see the Oneleet icon in your menu bar, see the I can’t see the Oneleet icon in my menu bar section below
Hover over Help in the dropdown menu that appears
Click on View Logs in the submenu that appears.
This will open a new main.log file window that contains the logs for the Oneleet Agent.
Click on Reveal in the top right of that window. This will open the ~/Library/Logs/Oneleet Agent folder in Finder where you’ll see the main.log file that you can share with us.
As a last resort, you can also find the logs directly by navigating to ~/Library/Logs/Oneleet Agent/main.log
- To find the Library folder, open a new Finder window and press Command + Shift + L to directly open it.

Find and right-click on the Oneleet Agent icon in your Windows system tray (bottom right of your screen)
Hover over Help in the dropdown menu that appears
Click on View Logs in the submenu that appears.
This will open a new main.log file window containing the logs for the Oneleet Agent
Click on File in the top left of that window
Click on Save as in the dropdown menu that appears
Save the file somewhere you can easily access it, like your desktop. Once saved, you can share the file with us.
As a last resort, you can also find the logs directly by either opening File Explorer and entering %USERPROFILE%\AppData\Roaming\Oneleet Agent\logs\main.log in the address bar, or by pressing Windows + R to open the Run dialog, then typing %USERPROFILE%\AppData\Roaming\Oneleet Agent\logs\main.log and pressing Enter.

Find and click on the Oneleet Agent icon in your Linux desktop panel
Click on Help in the dropdown menu that appears
Click on View Logs in the submenu that appears
This will open a main.log file containing the logs for the Oneleet Agent which you can share with us
As a last resort, you can also find the logs directly by navigating to ~/.config/Oneleet Agent/logs/main.log

The Oneleet Agent is not starting automatically when I restart my computer

To ensure the Oneleet Agent starts automatically when you restart your computer, see the below steps for your operating system:

Open the Oneleet Agent menu in your menu bar (top right of your screen)
- If you don’t see the Oneleet icon in your menu bar, see the I can’t see the Oneleet icon in my menu bar section below
Hover over Settings in the dropdown menu that appears
Ensure the Launch Oneleet at login setting is checked off in the submenu that appears

macOS launch Oneleet at login

macOS

If you can’t see the Oneleet icon in your Mac’s menu bar, either the Oneleet Agent is not running, or it may simply be hidden because there are too many apps displaying in your menu bar and not enough space to display an icon for the Oneleet Agent.

First, check to make sure the Oneleet Agent is actually running by following the Check if the Oneleet Agent is running step in the general troubleshooting section above.

If you’ve confirmed that it’s running but still can’t see the Oneleet icon in your menu bar, try freeing up some space in your menu bar to make room for the Oneleet icon by temporarily right-clicking and quitting some of the apps in your menu bar. A general rule of thumb is that if you quit one of the apps in your menu bar and a new app icon appears on the lefthand side of the menu bar that you didn’t see before, the Oneleet icon is likely being hidden because of a lack of space in the menu bar.

Windows

BitLocker / Device Encryption is not working

Here are the steps to determine why Device Encryption might not be available:

From Start type “System Information”, right-click System Information in the list of results, then select “Run as administrator”
In the System Summary - Item’s list, look for the value of Automatic Device Encryption Support or Device Encryption Support. The value describes the support status of Device Encryption:
- Meets prerequisites: Device Encryption is available on your device
- TPM is not usable: your device doesn’t have a Trusted Platform Module (TPM), or the TPM isn’t enabled in the BIOS or in the UEFI
- WinRE is not configured: your device doesn’t have Windows Recovery Environment configured
- PCR7 binding is not supported: Secure Boot is disabled in the BIOS/UEFI, or you have peripherals connected to your device during boot (like specialized network interfaces, docking stations, or external graphic cards)

For more information, see Microsoft’s documentation on device encryption in Windows.

Data collection Frequently asked questions