Frequently Asked Questions (FAQ)

This topic lists questions often asked by Shield Guard users, organized by subject:

• Password management

• Licensing and tenants

• Shield Guard portal

• Shield Guard agent

Note: For information on using the MarketPlace site, access the MarkePlace FAQ page.

Device Admin Password Management

Shield Guard can remotely manage your device’s admin passwords. Most issues involving password management can be resolved by reinstalling the Shield Guard agent on the affected devices, and/or re-syncing the devices to Shield Guard.

1. My Shield Guard policy is set to automatically generate and remediate device admin passwords on devices assigned to the policy. However, on one device the password is not changing and Shield Guard is still assessing the device as Secure.

   Solution: The device may have lost synchronization with Shield Guard. Try reinstalling the Shield Guard agent. Do the following:
   

   a. Uninstall the Shield Guard agent on the device.

   b. Reinstall the Shield Guard agent onto the device.

   c. Re-import the device into Shield Guard.

   d. Reassign the Shield Guard policy to the device.

2. A co-worker changed the device’s admin password manually, at the device. The device is now Not Secure and Shield Guard will not remediate the device password or generate a new one.

   Solution: If a device’s admin password is changed manually, outside of Shield Guard, password synchronization with Shield Guard is broken and Shield Guard cannot maintain password management for the device. Shield Guard assesses such devices as Not Secure and generates a log indicating a ‘password unknown’ condition for the device. To restore Shield Guard’s password management of the device, you must re-synchronize the device with Shield Guard.

Licensing and Tenants

1. What is a license plan?

   Solution: Use of Shield Guard requires the purchase of a license plan.

2. What is a tenant?

   Solution: The purchase of a license plan creates a Shield Guard tenant.

Shield Guard Portal

The Shield Guard portal is a website where you can shop for a Shield Guard license plan and, once purchased, manage the tenant created by the purchase.

1. What is automatic remediation?

   Solution: Shield Guard can automatically remediate many of your device’s security settings. If Shield Guard assesses a device setting as Not Secure, and the setting supports auto-remediatiation, then Shield Guard will automatically bring the setting into compliance with the assigned Shield Guard policy.

   The Automatic Remediation column on the Policies page indicates the settings that Shield Guard can automatically remediate. All other settings must be manually remediated, at the device.

Shield Guard Agent

The Shield Guard agent is a free app you install on each device that you want Shield Guard to monitor. Installing the app enables the device to communicate with the Shield Guard portal.

1. How do I ensure I have the latest version of the agent installed on my devices?

   Solution: MarketPlace’s Auto Updates feature ensures all your apps, including the Shield Guard agent, are up to date.