Troubleshoot Endpoint Enrollment

Use this guide when a computer does not appear in Pharaoh after the operator sends an install code, or when the person at the computer cannot reach This computer is connected.

The goal is to decide whether the problem is the install code, the local enrollment step, network reachability, or post-enrollment inventory freshness.

Before You Start

You need an operator account that can manage endpoints.
You need the hostname, expected user, support ticket, or install code used for the enrollment attempt.
You need a way to contact the person at the computer if they are completing the local steps.
If the code may have been shared too broadly, be ready to revoke it and create a replacement.

Step 1: Confirm The Expected Enrollment Path

Start by asking which path the computer used:

Install code: the recipient entered the grouped code from IT on the local Connect this computer screen.
IT admin sign in: an administrator signed in on that computer, chose the organization if needed, added optional details, and selected Connect this computer.

Do not switch to manual backend URLs, organization IDs, YAML files, or CLI bootstrap steps for the primary customer path. If the normal path fails, first work through the visible enrollment states.

Endpoint-local enrollment screen showing the install-code entry field, IT admin sign-in option, and Connect action.

Step 2: Inspect The Recent Install Code

Open Endpoints, then select Install Endpoint Agent.

In Recent install codes, find the code by age, purpose, owner, location, support ticket, or expected hostname.

Decision points:

If the code is active and unused, ask the person at the computer to try the same code again.
If the code is expired, revoked, already used, or failed, create a new install code and send the new message.
If the code was sent to the wrong person or device, revoke it and create a replacement for the correct recipient.
If the code shows a connected endpoint, open that endpoint before assuming enrollment failed.

Endpoint agent install workspace used to create and inspect recent install codes.

Step 3: Check What The Computer Shows

Ask the person at the computer what the Pharaoh local enrollment screen says.

Expected states:

Connect this computer means the computer is not enrolled yet.
Enter the install code from your IT admin. means they are on the code path.
Sign in with your Pharaoh administrator account to connect this computer. means they are on the admin sign-in path.
This computer is connected means local enrollment has completed and the next check belongs in the web console.

Failure states:

Expired, revoked, or used code: create a new code from Install Endpoint Agent.
Cannot connect to Pharaoh: confirm the computer has network access, then retry with the same still-active code.
Wrong organization during admin sign-in: have the administrator choose the intended organization before connecting the computer.
User never reaches the local enrollment screen: confirm Pharaoh was installed from https://getpharaoh.com/downloads/ and opened after installation.

Step 4: Verify The Endpoint Record

Return to Endpoints.

Filtered endpoint inventory showing the operator narrowing the list before opening a machine.

Use the endpoint list to search by:

hostname
computer ID, if you have it
operating system hint
pre-registration details that help identify the device

Open the matching endpoint and inspect:

the hostname and identity panel
operating system, architecture, and agent version
Last Seen
the Diagnostics tab when collection freshness or collector errors matter

Endpoint details page with the Open Sessions handoff into the live investigation workspace.

If the endpoint exists but Last Seen is old, treat the enrollment as complete and move to Respond to stale or offline endpoints.

Step 5: Decide The Next Action

Use the visible evidence to choose one action:

Code problem: revoke the bad code, create a new code, and send only the new instructions.
Local user stuck: keep them on the local Connect this computer flow and ask for the exact message they see.
Network problem: retry after the computer has a working connection to Pharaoh.
Inventory problem: search the endpoint list and open the details page before re-enrolling the same machine.
Successful enrollment: confirm This computer is connected, the endpoint appears in Endpoints, and Last Seen is recent.

Success Criteria

Enrollment is resolved when:

the install code is either consumed by the intended endpoint or revoked
the local computer shows This computer is connected
the endpoint appears in the Endpoints list
the endpoint detail page shows plausible identity, OS, architecture, agent version, and recent Last Seen