Skip to main content
Occasionally, you may run into issues installing the Gorelo Agent. Here are a few things to consider.

Supported operating systems

Gorelo only supports operating systems that are currently supported by the vendor themselves (Microsoft/Apple).

Prerequisite check

Gorelo provides a prerequisite check for Windows and macOS. It confirms the device meets the requirements and can reach Gorelo’s services, and ends with a clear PASS or FAIL. Both scripts ask you to choose your Gorelo region — USW (United States West) or AUE (Australia East) — and then check the matching Gorelo servers, IoT Hub, and download source for that region. When run interactively you’ll be prompted to pick one; to skip the prompt (e.g. for unattended runs), set the GORELO_REGION environment variable to USW or AUE beforehand.
  1. Open an elevated PowerShell window on the computer experiencing agent issues.
  2. Copy the entire script below, paste it into the window, and press Enter:
gorelo-check-windows.ps1
  1. Choose your region (USW or AUE) when prompted.
  2. Work through resolving any failures, as per below, and make sure this persists across PowerShell sessions and reboots.
The script also checks DNS resolution for the region’s IoT Hub (gorelo.azure-devices.net for USW, gorelo-aue.azure-devices.net for AUE). If this can’t resolve, it’s shown as a warning, not a failure — the agent may just fail to connect after install, so it’s worth fixing but won’t block the installer check from passing.

Logs

Gorelo logs everything to:
As the install progresses, the installer creates additional folders at each stage with log files inside:InstallerHandler > Installer > Shell > AgentFeel free to investigate the following logs — this is where the most common issues will appear:
If Gorelo support asks for log files, send the entire LogFiles folder as a .zip.

Still having problems?

If you’re still experiencing installation issues after resolving all failures in the Gorelo Agent Check, contact Gorelo support directly. Use the support chat via the ”?” icon in the bottom-left menu.