Troubleshooting the Apps2Digital Agent

How to troubleshoot issues with the A2D Agent

Common Issues:

Error: No Customer SID Supplied.

  • This error will occur when the A2DAgent is launched and the Customer SID is not appended to the execution path.  Please see our help article on installing the A2DAgent below.


There are two ways to install the Apps2Digital Endpoint Agent:

  • Manual installation
    • Don't need administrator rights
    • A2D agent keeps settings on HKCU (Current User registry)
    • Auto-update service update A2Dagent when detecting a new version


  • Automatic installation: for Terminal Server, Citrix XenApp or multiuser servers.
    • Administrator rights are required to install
    • A2D agent keeps settings on HKLM (Local Machine registry)
    • By design, auto-update is disabled because users do not have rights


Manual installation

1. Contact your Flexxible IT account manager to obtain your Customer SID

Your Customer SID will be in this format "xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx".

NOTE: If you do not obtain your customer SID the A2DAgent will not launch properly.


2. Download the A2D Agent from your A2D console

3. Validate the A2DAgent is digitally signed.

Right click the Setup.exe and click Properties, then click the Digital Signatures tab.

Validate that Flexxible Information Technology, S.L. is the signer.

4. Run Setup.exe and enter your customer ID



Automatic installation

1. Contact your Flexxible IT account manager to obtain your Customer SID

Your Customer SID will be in this format "xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx".

NOTE: If you do not obtain your customer SID the A2DAgent will not collect data properly.


2. Download the Machine-Wide A2DAgent msi file from your A2D console


3. Validate the A2DAgent is digitally signed.

Right click the Setup.exe and click Properties, then click the Digital Signatures tab.

Validate that Flexxible Information Technology, S.L. is the signer.

4. Run msi file using your Customer ID

  • Use msiexec to install it:

msiexec /i "Machine-Wide A2DAgent.msi" /qb CUSTOMERSID=ca98117a-1378-4446-8c26-8b4d448494cb


  • Or use Group Policy (GPO) to deploy it using 'Software installation'


Check 'Make this 32-bit X86 application available to Win64 machines' is activated in Advanced button in Deployment tab

To create mst file you can use third-party software like ORCA or similar.


Add mst file (MSI Transforms file) with Customer ID configurated.


If you have doubts about the process you can find more info here.

Save changes and link GPO to correct OU.


Expected Results

  • The A2D agent will not be visible in the task bar only in task manager 
  • The A2DAgent will upload the first payload after it has been running for 30 seconds
  • After the first payload the A2DAgent will upload information every 5 min




The Agent is not running in the system tray.

In order to make the A2DAgent as light weight as possible there it does not place an icon in the system tray.  You can view the A2DAgent in task manager. Open task manager and look for Flexxible|Apps2Digital Endpoint... to validate that the A2DAgent is running.


Optional Debug Settings

To see more information or gather logs on the A2DAgent simply do the following:

  • Create the following folder C:\Temp\A2D
  • A file named OutputA2DAgent.txt will be created when the next upload occurs.

    The output of this file can easily be read.

  1.  This is the endpoint information
  2. This is the application information
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