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You set a control for an AI agent to Allow in the Frontegg Portal. The portal shows Allow. The agent keeps behaving as though the restriction is still in place — a command it should now accept is still refused, or a feature you re-enabled never comes back.

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What this means

The Portal shows what your organization’s policy says. The agent reads its own configuration file on the Mac. Turning a control off removes it from your policy, and AgenShield is then supposed to take the matching value back out of that file. In affected versions it did not: the value was written when the control was on and then left behind when the control was turned off. The agent kept reading the old value, so it stayed restricted. Nothing is broken or in an error state — the Mac is simply acting on a leftover value. This is most visible when your organization is in monitor mode, but it also occurs in enforce mode.

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Affected and fixed versions

There were two versions of this problem, in two different files, fixed at different times. The second case is easy to mistake for the first: the organization-wide file looks correct — often completely empty — while the agent keeps reading a value from the per-user file underneath it. If you upgraded, confirmed the organization-wide file was clean, and the agent still disagreed with the Portal, this is what you were seeing. Upgrading is the complete fix for values written from now on. Values already left behind may need one extra step — see How to recover.

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How to confirm it

Ask the person who uses the Mac to check the agent’s own behaviour first: if the Portal reads Allow and the agent still refuses, that matches this issue. If you want to confirm before upgrading, look at the value the agent is reading. For Claude Code there are three files, and the agent reads them in this order — check all three, because a leftover value in any of them produces this symptom:
A setting you have already turned off in the Portal still being present in any of those files is the confirmation. Other agents keep an equivalent set of files in their own configuration directory. The first path is the organization-wide file. The two under the user’s home belong to the person using the Mac, which is why a leftover value there is worth checking even when the first file is empty.
This file can also be managed directly by your MDM, independently of AgenShield. If your organization deploys settings for this agent through MDM, a value here may be intentional — check with whoever manages your MDM before changing anything.

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How to recover

Upgrade AgenShield.
After upgrading, a control you turn off is withdrawn from the Mac on the next policy update — this is the fix, and for almost every case it is all you need. One case the upgrade cannot clean up on its own: a value left behind by a control that was already set to Allow before you upgraded. AgenShield only removes a value it can still tell is its own, and for a control your organization no longer describes, that link is gone. Clear it in whichever way suits you:
  • Turn the control back on, then off again. The Mac re-applies the value, which re-establishes it as AgenShield’s, and turning it off then removes it. Allow a policy update between the two steps.
  • Or remove just that one setting by hand on the affected Mac. Edit whichever of the three files above still contains it and delete only the leftover key, leaving every other value in place. If the person using the Mac has their own settings in ~/.claude/settings.json, take care to remove only the one key — the rest of that file is theirs.
Turning the control back on and off again is the safer of the two, and it works for both files. Editing by hand is worth it when you would rather not re-apply a restriction, even briefly, on a Mac someone is working on.
Do not change your organization’s enforcement mode to clear a leftover value. Enforcement mode applies to your whole organization and every device in it, so switching it to work around one stale setting on one Mac changes how every other rule behaves everywhere. Either remedy above is scoped to the single setting.

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When to escalate

Contact support if, after upgrading:
  • the value is still present in any of the three files more than 15 minutes after a policy change, or
  • a control you never turned on appears to be applied on the Mac, or
  • the agent’s behaviour and the Portal disagree in the opposite direction — the Portal shows a restriction that the agent is not applying.
Include a diagnostic bundle — see Collecting diagnostics.