Troubleshooting DEX Application Issues

Issue type

UI is not loading data for any DEX widgets

• Verify that all platform components are running with compatible versions.
• Ensure the DEX Server is up and running.

A specific widget is not displaying data in the UI

• Check the API response in the browser's Network tab.
• Review the UI logs and DEX Server logs for any errors.

Data discrepancy in the UI

• Verify the API response in the browser's Network tab.
• Compare the displayed data with records in the database (MSSQL/ClickHouse).

An endpoint is not responding or reporting data

• Verify that the endpoint is active and that the DEX Plugin and Scanner services are running.
• Ensure the endpoint has sufficient system resources to run these services.
• Confirm that endpoint registration has been completed successfully and that its status is Active.

Issue processing a file uploaded from an endpoint

• Verify the file on the endpoint.
• Check the Root Server upload directory and corresponding logs.
• Review the FillDB logs for processing errors.
• Verify the data in the database.

Registration & Dashboard

Verify Device Registration

• Via the Interface: BFUI > Explore > Dex > Device Score lists all Windows and macOS endpoints.
• Via the Database: Check the dex_registration table (MSSQL) — status should read "Registered".
  Note: A missing device, or one not marked "Registered", failed to connect via the DEX Scanner Plugin.

Fix Registration Issues

• Restart Services: Restart both the Scanner and the DEX Plugin Server (Windows Services).
• Verify the Fix: Check both services’ logs for a success message showing zero errors.

Troubleshooting Dashboard Errors

Data or widget errors: If a metric (CPU, Memory, Disk) or a dashboard widget fails, check the DEX Server logs for the details needed to investigate and resolve it.

Incorrect Application Instance Count in Chrome & Edge in inventory_apps table in dex-plugin db

Problem Statement: In the DEX plugin database (dex-plugin db), the inventory_apps table may reflect an inaccurate instance count for certain applications, particularly web browsers.

Example: Opening 3 instances of Microsoft Edge or 4 instances of Google Chrome may still result in a reported instance count of 1 in the database. In contrast, opening 3 instances of Notepad correctly displays a count of 3. Additionally, Microsoft Edge may occasionally report 1 instance even when no user windows are actively open.

Solution: For some application even multiple instance of a application are opened, only single process (PID) is present at Windows. Also, it depends on Windows version. You must verify the number of running processes (PID) with the number of instance present in the Scanner/DP DB. To check the number of process, use the Process Explorer - Sysinternals tool. The tool reports one instance as this is being used internally by Windows even if you don’t open any MS Edge instance.

Log Levels & Component Locations

LOG_LEVEL: ErrorLevel (default, errors only) → DebugLevel (troubleshooting, max detail). Changing the level requires restarting the affected service via Windows Services.