> ## Documentation Index
> Fetch the complete documentation index at: https://docs.agen.co/llms.txt
> Use this file to discover all available pages before exploring further.

# The Portal Shows Nobody Signed In on a Device

> What it means when a device says you are signed in but your administrator sees no user on it, what causes the two to disagree, and how it recovers.

The AgenShield app on a Mac shows a signed-in user. The Frontegg Portal shows
the same device with **no signed-in user**. Both appear to be working, and
neither says anything is wrong.

## What this means

Signing in does two things: it signs you in on the Mac, and it tells your
organization which person is using that device. They are separate, and the
second one can fail or lapse on its own.

When it does, the Mac keeps working exactly as before — policy still applies,
protection is unaffected — but activity on it is no longer attributed to you,
and your administrator cannot see who is using it.

It happens when the Mac stops being able to prove who is signed in: a saved
sign-in that expired or could not be read, a long spell without a working
connection, or signing in with an account that belongs to a different
organization than the one the Mac was enrolled with.

## What is fixed

From **2026.9.1** onward:

* The Mac notices the disagreement — your organization reports what it sees on
  every check-in — and re-registers you automatically, without a prompt.
* Your organization also re-registers the sign-in on its own side when a device
  checks in with a valid session, so devices recover without needing an update.
* The AgenShield app now says so. Under your name on the account card, and in
  **Actions needed**, you will see one of:

| What it says                                   | What to do                                                                                                                                      |
| ---------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------- |
| Reconnecting your account                      | Nothing. It resolves on its own within a few minutes.                                                                                           |
| Sign in again                                  | Sign out and back in from the AgenShield app. Your saved sign-in could not be read.                                                             |
| Sign in with your company account              | You are signed in with an account from a different organization than the one this Mac was enrolled with. Sign out and use your company account. |
| This Mac isn't reporting you to your admin yet | Usually temporary. If it persists for more than a few hours, escalate.                                                                          |

## If it does not recover

1. Sign out and back in from the AgenShield app. This is the fix for almost
   every case and takes a few seconds.
2. If it returns immediately, check that the account you are signing in with
   belongs to the organization that enrolled the Mac. A personal or
   wrong-organization account will be refused every time, and no amount of
   waiting changes that.
3. If the Mac has been offline for more than a day, connect it and give it a few
   minutes.

## When to escalate

Collect a diagnostics bundle (see [Collecting
diagnostics](../troubleshoot/collecting-diagnostics.mdx)) and include it if:

* signing out and back in does not restore the user in the Portal;
* the Portal shows many devices losing their users at once, which points at an
  organization-level configuration change rather than the devices;
* the AgenShield app shows no message at all while the Portal still shows no
  user — the two should never disagree silently.