Clients aren't showing as online - Windows

The most consistent to check if Users are supposed to be online or not is the 'Clients' page inside the Console.

It is best to check if the customer's licence has expired.

For Windows Clients

Client logs are located here:

C:\ProgramData\ABTutor\v10\client\logs. 

Will most likely confirm the exact issue when received. 

Can be shared with customer:

• Check the Windows Registry at the location Computer\HKEY_LOCAL_MACHINE\SOFTWARE\ABTutor. The registry keys TENANT_KEY and SITE_ID need to be defined. 
• Check the ABTutorAgent10 process is running. 
• Try calling C:\Program Files\ABTutorAgent10\app-99.99.99\iwa_wam_token\iwa-wam-console.exe --client_id  86d6aafc-9508-41ae-ada4-ba0b6ab5ad5c  --tenant common --auth IWA on the machine itself. If you get 'Failed to get user name' or No mapping between account names and security IDs was done then. It means that you may be signed into the device with a local computer account as opposed to an Active Directory(AD) account. A SECRET is required in such a situation, or ensure that the device is added to the domain and that the currently signed-in user is backed by AD. It is not enough to have a computer joined to a domain alone, as local accounts on the device won't be able to access your AD credentials.

Should be investigated by support staff after seeing the logs:

• If the logs are showing "Stop agent because of configuration error TypeError: Cannot read properties of undefined (reading 'id')" then delete the %appdata%\ABTutorAgent10 Directory and try again. The current cause of this issue is unknown;  it's suspected that the previously invalid config is being cached somehow. 

Updated on: 12/05/2026