Fixing Common Dr. Sprinto Issues

Troubleshoot common Dr. Sprinto issues like missing sync, screen-lock detection errors, registry misconfigurations, and inactive agent status to ensure compliance monitoring accuracy.

Dr. Sprinto is a lightweight device agent that helps Sprinto collect compliance signals from employee systems, including screen-lock status, OS version, and device health. While the agent is designed for minimal disruption, there may be scenarios where it fails to report accurately due to local system settings or user environment constraints.

This article outlines the most common issues faced with Dr. Sprinto and provides actionable solutions to resolve them.

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1. Agent Installed but Device Not Showing in Sprinto

Issue: The user has installed Dr. Sprinto, but the device is not visible in Sprinto or is marked inactive.

Causes:

• Agent did not complete initial sync

• Network firewall blocking outbound requests

• Installed for wrong OS user profile

Fixes:

• Ensure the device has an active internet connection

• Whitelist Sprinto's domains and ports if using enterprise firewalls

• Restart the system and verify background processes are running

• Reinstall the agent using the latest version from the admin dashboard

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2. Windows Registry Not Reflecting Device Policies

Issue: Dr. Sprinto cannot verify password policy or screen-lock settings due to restricted registry access.

Fixes:

• Run the following in PowerShell (admin mode):

Get-ItemProperty "HKLM:\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies\System"

• If the required keys (e.g. InactivityTimeoutSecs) are missing, configure them via Group Policy Editor:

  • Local Computer Policy > Security Settings > Local Policies > Security Options

• Restart the machine and allow the agent to sync again

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3. Auto Screen-Lock Not Detected on Windows Devices

Issue: Even though auto screen-lock is configured, the check continues to fail in Sprinto.

Causes:

• Lock policy configured under the wrong user scope

• Manual override by the user

• Group policy hasn't been applied to all users

Fixes:

• Open gpedit.msc

• Go to: User Configuration > Administrative Templates > Control Panel > Personalization > Screen saver timeout

• Set to 900 seconds (15 min) and enable lock on resume

• Force policy update via:

gpupdate /force

• Reboot and revalidate in Sprinto

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4. Powershell Restrictions Preventing Script Execution

Issue: The agent or registry-based verification fails due to Powershell restrictions on the machine.

Fixes:

• Open PowerShell as Administrator

• Temporarily allow script execution with:

Set-ExecutionPolicy RemoteSigned

• Run your diagnostics or registry commands

• Revert policy if required using:

Set-ExecutionPolicy Restricted

Use this only in approved environments and revert as per your IT policies.

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5. Outdated Operating System Flagged

Issue: Sprinto shows the device as non-compliant due to OS not being up to date.

Fixes:

• Check for pending system updates

• Install security and cumulative updates

• Reboot the machine

• Allow 2–3 hours for Sprinto to auto-refresh device status

Use the “Mark as Resolved” button only if all updates are confirmed and installed.

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6. Device Status Shows as Inactive

Issue: An installed Dr. Sprinto agent shows as inactive in the dashboard.

Causes:

• User uninstalled the agent

• Device has not connected to the internet in 7+ days

• Device is no longer in use

Fixes:

• Ask the user to reconnect to the network

• Reinstall the agent

• Mark the device as offboarded if it’s no longer relevant