Cylance: Protect - Offline Mode Issue

The CylancePROTECT Agent is running in Offline Mode and not communicating with the Cylance Console

Workaround

The recommended workaround is to uninstall and re-install the agent on the impacted computer.

• This is considered the safest option with minimal risk.

If uninstalling and re-installing is not an option, complete the following steps to force a re-registration of the CylancePROTECT Agent.

1. Back up the registry
2. Run Registry Editor as Administrator
3. Navigate to HKLM\SOFTWARE\Cylance\Desktop
   1. You will need to take ownership of Desktop
      1. Right-click on HKEY_LOCAL_MACHINE\SOFTWARE\Cylance\Desktop folder and select the Permissions option
      2. Click on Advanced
      3. Change the Current Owner from System to a Domain Administrator or Local Administrator
         • It works best to take ownership with the same Admin account used to launch Registry Editor
      4. Click Apply
      5. Click OK in the Advanced Security Settings for Desktop window
      6. In the Permissions for Desktop window Add the Admin account you just took ownership with
      7. Select the Full Control checkbox for the Admin account you just added
         
      8. Click Apply
      9. Click OK
4. Delete the 'LastStateRestorePoint' registry key
   
5. Restart the computer
6. Left-click the Cylance icon in the system tray
7. Enter the Install Token when prompted