Subject: [Teramind] Re: revealed agent not reporting
From: "Elias (Teramind)" <[email-masked]>
To: Ashish <[email-masked]>
Date: Wed, 26 May 2021 12:44:53 +0000

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Your request (36449) has been updated. To add additional comments, reply to this email.
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Elias, May 26, 2021, 8:44 EDT

Hello Ashish‍,

In order to look into this, we're going to need you to authorize us to access your account with a support PIN.

 First, login to your cloud account, go to the left hand menu -> My Account -> Support PIN tab.

 From here, please generate a new PIN by hitting the green renew button, and send us that 5 digit code, along with what it says for your "instance" name. Thank you.

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Ashish, May 26, 2021, 8:33 EDT

Hello,

The user is connectd, see the screenshot below

 ![](https://kb.teramind.co/attachments/token/FKGg6NfF6PK2NCjhYGToEvTWg/?name=11221245.930000033)

Regards,
Ashish Dabral

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Elias, May 26, 2021, 8:27 EDT

Hello Ashish,

Please ask your users to connect as far as we can see, the issue had been resolved yesterday.

Thank you.

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Ashish, May 26, 2021, 7:43 EDT

Hi,

Thank you. However, the issue is not solved yet. We are still facing the same issue.

Regards,
Ashish Dabral

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Elias, May 26, 2021, 7:24 EDT

Hello Ashish,

Your trial had been extended for another week and as Andres indicated the issue had been solved.

Please test it.

Thank you.

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Andres F, May 25, 2021, 16:50 EDT

Hello,
The issue should be solved by now, can you test it?
Regards

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Andres F, May 25, 2021, 12:55 EDT

Hello Ashish‍,

I'm going to escalate this to our development team to assist with this. We'll have them review and update you when we have further information. Thank you.

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