Note
If you or your users are experiencing a problem with the Device Trust service, it’s important to report it right away. Certain classes of problems, when reported by customers, are valuable early warning indicators allowing Device Trust engineers to address an emerging issue before it impacts others.
How to report a problem
Note
Before Reporting
Before reporting a problem, first verify that the Device Trust service is not experiencing any availability issues by checking our status page.
Next, review our known issues list to see if Device Trust is already aware of the problem. Even if Device Trust is aware of the issue, your report is still appreciated, as additional reports can be helpful in understanding the impact of a particular problem.
The fastest way to report a problem is to contact 1Password Device Trust support. When contacting support, it’s often useful to have the following information ready to share:
The name/email address of the impacted user.
The URL to the device’s details page (if applicable), or, the serial number and type of device (for example, macOS).
The date/time the issue last occurred (the more precise, the better).
If possible, ask the user to obtain a Kolide Agent Flare.
Tip
Kolide Agent Flares
As of November 20th, 2023, 1Password Device Trust staff can obtain an Agent Flare report remotely. However, there are some circumstances where this is not possible (for example, the agent has connectivity problems). In these situations, it’s helpful for the end user to provide the flare.
Any notable changes that could have led to the issue (for example, recent updates, new security tool deployed, and so on).
Once you have this info, simply contact 1Password Device Trust support. If this is a new issue, Device Trust will investigate it, and if appropriate, will add it to our known issues list.
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