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Device Not Appearing in Dashboard

Last updated on Apr 17, 2026

Device Not Appearing in Dashboard

When a device doesn't show up in your KyberGate dashboard after enrollment, it's usually a configuration or connectivity issue. This guide walks through systematic troubleshooting steps to get the device visible and managed.

Before You Begin

  • Confirm the device was enrolled through your MDM (Jamf, Mosyle, Google Admin) or has the KyberGate agent installed
  • Have access to the physical device or remote MDM management
  • Know which device group the device should appear in

Common Causes

  1. Proxy not configured — The PAC file or proxy settings haven't been pushed to the device
  2. Certificate not installed — The KyberGate root certificate is missing, preventing HTTPS inspection
  3. Network issue — The device can't reach KyberGate proxy servers
  4. Wrong organization — The device enrolled under a different org or PAC file URL
  5. MDM profile not applied — The configuration profile is assigned but hasn't installed on the device

Troubleshooting Steps

Step 1: Verify Proxy Configuration

For iPads:

  1. On the device, go to Settings → Wi-Fi → [network name] → Configure Proxy
  2. Verify it's set to Automatic with your organization's PAC file URL
  3. If missing, push the proxy profile from your MDM

For Chromebooks:

  1. In Google Admin Console, verify the proxy setting is applied to the device's OU
  2. On the Chromebook, go to chrome://policy and search for "proxy"
  3. Verify the PAC file URL appears in the policy list

For Windows/macOS:

  1. Check that the KyberGate agent is installed and running
  2. Open the agent's status icon in the system tray/menu bar
  3. Verify it shows "Connected" status

Step 2: Check Certificate Installation

  1. Visit https://proxy.kybergate.com/health from the device
  2. If you see a certificate warning, the KyberGate root cert is not installed
  3. Deploy the certificate via your MDM (see Certificate Installation guide)

Step 3: Test Connectivity

  1. From the device, visit a website that should be blocked (e.g., a known gaming site)
  2. If you see the KyberGate block page, the device IS connected — it may just take a few minutes to appear in the dashboard
  3. If the site loads normally, the proxy is not active

Step 4: Force a Check-in

  • iPads: Toggle Wi-Fi off and back on, then open Safari and visit any website
  • Chromebooks: Open a new Chrome tab and visit any website
  • Windows/macOS: Restart the KyberGate agent from the system tray/menu bar

Tips

  • New devices typically appear in the dashboard within 2-5 minutes of their first web request through the proxy
  • Check Devices → All Devices (not a filtered group view) to ensure you're not missing the device due to group filters
  • Use the Search bar on the Devices page to search by device name, serial number, or IP address

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