Known issues

This page collects recurring issues you can narrow down or resolve yourself. An error message alone does not prove that the cause described here applies. Compare the symptom first, then check the relevant setting. For current platform outages, visit status.octoja.de; this page is not a live incident report.

“Something went wrong” in the web interface

Possible symptom: Opening a page shows Something went wrong. Extensions such as 3CX Click2Call or website translators can modify page content and interfere with the octoja web interface. The same message can also have other causes.

1. Disable these extensions for your octoja instance and reload the affected page.
2. If it works again, re-enable the extensions one at a time to find the cause. Leave the offending extension disabled for octoja or exclude your octoja instance in its settings.
3. If the error persists without extensions, note which page is affected and contact support.

See Supported Browsers for more about browser support and this error.

Antivirus or EDR blocks the agent or checks

Possible symptoms: An installation or update fails, the agent does not start, individual checks return no values, or the security console reports a detection. Antivirus and EDR products may block or quarantine the installer, agent files, and check applications. With Securepoint Antivirus Pro, a process-only exclusion may not be enough for checks; WatchGuard EDR/EPDR in Blocked mode may block files that have not yet been classified.

1. In your security console, check which file and which action were actually affected. Do not treat every detection as a false positive without investigation.
2. If it is a confirmed false positive, restore the affected file from quarantine if needed and report the detection to the vendor.
3. Configure appropriate exclusions according to your security product's instructions and deploy them through your policies. On Windows, check applications live in versioned subfolders: an exclusion for only the current executable may stop working after an update. For EDR products in Blocked mode, check whether new versions must be classified first.
4. Retry the affected operation or check and confirm that it works again.

For paths and product-specific guidance on Securepoint, WatchGuard, and ESET, see Configure Antivirus Exclusions for the octoja Agent. An antivirus exclusion is not the same as ESET RMM access authorization — for the ESET error below, check the RMM settings first.

ESET Security returns application-info: empty result

Possible symptom: On Windows, the ESET Security check reports an error while reading ESET through eRmm.exe, even though ESET is installed. The empty result does not mean antivirus protection is off. It may indicate restricted RMM access, but does not establish the cause on its own.

1. On the affected device or in its ESET policy, check that ESET RMM is enabled.
2. If RMM authorization uses Application path, check Allowed RMM application paths for the full path to the installed Octo.Checks.Eset.exe. The check lives in a versioned directory, so its path may change after an update.
3. Run the check again. If it still fails, record the exact error message for support.

See ESET Security for these settings and how to distinguish this from an actual quarantine. A real-time detection exclusion does not replace RMM authorization.

If your issue is not listed

Check octoja Availability & Status first if multiple devices or pages are affected at once. If the problem persists, record the exact message, affected operation, and time. Gather logs for a support case explains what to collect for a support request.