Agent Issues

Agent won't activate (401 / invalid token)

The token may have been revoked, or you copied it with extra whitespace. Regenerate a token from the dashboard, paste carefully (no leading/trailing spaces), and try again.

If you're still getting 401: confirm the token is from the same project you expect, and that the project hasn't been deleted.

Agent keeps disconnecting

Check:

• Network — the agent needs outbound HTTPS to cloudmove.app. If you're behind a strict firewall, allow-list that domain.
• Sleep/lid close — macOS laptops putting themselves to sleep interrupt heartbeats. Use a desktop or a Mac that stays awake.
• Multiple agents on the same machine — only one instance of the agent should run at a time.

If the agent disconnects repeatedly with no obvious cause, check the agent's console output (available when running from source) for error details.

Agent shows "disconnected" right after activation

The agent needs to send at least one successful heartbeat before showing Active. If it's immediately flagged disconnected:

• Confirm the agent process is actually running (not just sitting on the activation screen)
• Try closing and reopening the agent

Agent console shows 401 during migration

The token was revoked mid-migration (likely by you or another admin in your MSP). The agent automatically disconnects when it sees 401 — no action needed. Restart the agent with a fresh token to continue.

macOS blocks the agent from opening

First launch on macOS shows "CloudMove Agent can't be opened because Apple cannot check it for malicious software." This is because we haven't completed Apple notarization yet (coming soon).

Workaround: right-click the app in Applications → Open → Open in the confirmation dialog. macOS remembers this decision after the first time.

Windows shows "unknown publisher" warning

We're working on Authenticode code-signing. For now: click More info → Run anyway.

Source folders disappeared after agent restart

If the agent is connected but source folders aren't showing up, check the dashboard — it's the source of truth. Source folders reconnect automatically on heartbeat. If they don't, try re-adding them in the agent.