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How To: Install Probax Scout (Includes FAQ & Troubleshooting)

This guide offers detailed instructions for deploying Scout, and includes frequently asked questions and essential troubleshooting tips.

For comprehensive guidance on deploying Scout, including both written instructions and video tutorials, please consult the following knowledge base articles:

FAQ & TROUBLESHOOTING

This section of the guide will be regularly updated to include new frequently asked questions, along with additional troubleshooting tips and advice as they emerge.

 

Q1: Why does Scout fail to successfully link with MSP Backup?

KB - Scout Troubleshooting - Screenshot 1-1

KB - Scout Troubleshooting - Screenshot 2

Upon clicking 'Update Hostname,' the platform will initiate an attempt to connect with the Scout software installed on your device. This process is typically swift, taking only a few seconds. Should the connection attempt fail, please consider the following troubleshooting steps:

  1. Press the Windows + R keys on your keyboard to open the Run window. 
  2. Type services.msc and hit Enter on your keyboard or click/tap the OK button.
    KB - Scout Troubleshooting - Screenshot 3
  3. Within the Services window, navigate through the list until you locate "Probax Scout" and "Probax Scout Watchdog". Verify that the status of these services is set to Running.
    KB - Scout Troubleshooting - Screenshot 4
  4. Should the status of either or both services be Stopped, attempt to restart the halted service(s) by right-clicking on the service name and selecting Start.
  5. Should the service(s) fail to start, or if they start only to stop shortly after, consider rebooting your computer. This issue may stem from recent installations of other software or Windows updates that necessitate a system reboot.
  6. If you continue to have issues with Scout, uninstall Scout by selecting Probax Scout Uninstaller from the Start Menu:
     
    1. Once Scout is uninstalled, delete the following folder:
      1. C:\Program Files (x86)\Probax Scout
    2. Then, delete the contents of the following Temp folders:
      1. %localappdata%\Temp 
      2. C:\Windows\Temp\
    3. Next, reinstall Probax Scout and link it with MSP Backup.
  7. Should the above steps not rectify the problem, we encourage you to reach out to our support team for assistance at care@probax.io.

 

Q2. Is it necessary to whitelist Scout for optimal functionality?

Absolutely. For Scout to operate seamlessly, it's imperative that you whitelist Scout along with all its associated properties in your antivirus and firewall configurations. Following the installation of Scout, if there's a noticeable delay in its check-in times, it could indicate a need for whitelisting. To ensure uninterrupted service, we recommend whitelisting the following:

    • Folders:
      C:\Program Files (x86)\Probax Scout\
    • Files:
      C:\Program Files (x86)\Probax Scout\Probax-Scout-Watchdog.exe
      C:\Program Files (x86)\Probax Scout\Probax-Scout-Controller.exe
      C:\Program Files (x86)\Probax Scout\Probax-Scout.exe
    • Services:
      Probax Scout Watchdog
      Probax Scout
    • Processes:
      probax-scout-watchdog.exe
      probax-scout.exe
      probax-scout-controller.exe
    • Domains:
      scoutapi.probax.io
  • Ports:
    TCP 443

     

    Q3. Can I install Scout on a 32-bit operating system?

    Due to Scout being specifically engineered for 64-bit operating systems, it is unable to function correctly on 32-bit systems.