Troubleshooting 6 min readUpdated September 19, 2026
Troubleshoot no signal or stopped reporting
Resolve an empty live table, offline employees, or devices that stopped sending data.
For AdminsFor ManagersFor ITs
The short answer
Check the selected group, device power and network, agent service, Windows-to-Microsoft identity mapping, and whether the device is still in use. Treat no signal as a collection gap, not a performance result.
01
Start with scope and status
- 1Confirm the correct organization, security group, and live-status filter are selected.
- 2Open Monitoring coverage and determine whether the person never reported or stopped reporting.
- 3Check whether the computer is powered on, connected, and still assigned to that employee.
- 4Verify the WorkforcePilot agent service is installed and running using the organization’s IT process.
- 5Confirm the Windows username maps to the intended Entra identity.
- 6Retire an obsolete device or escalate a current device with the time of its last known signal.
02
What to send support
- Organization name and the affected security group.
- Device name, Windows username, and approximate last-reporting time.
- Whether the device never reported or previously worked.
- The exact visible error text, with sensitive screen content removed.
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