Frequently Asked Questions

Frequently asked questions for Endpoint Central Cloud

• What is the difference between the Cloud and On-Premises versions of Endpoint Central?

  With the cloud version, all you have to do is sign in using your Zoho account to start managing endpoints from the cloud. The database and server configuration is managed by Zoho, whereas in the case of the on-premises version, you have to install Endpoint Central on a machine, and configure the data and server settings to set it up. For a feature-level comparison between these two versions, refer to our feature comparison matrix: Cloud vs On-Premises.

• Why am I unable to sign up with Endpoint Central Cloud?

  While trying to sign up, your access might be denied and an error message will be shown, asking you to contact your administrator. This implies that you are already a registered user, since your organization has registered for Zoho’s cloud services. When this is the case, a super admin would have been assigned for Zoho Services. It is only this super admin who can sign up for Endpoint Central Cloud as well.

  You may raise a requisition for yourself to be added as a technician to use Endpoint Central cloud. Nonetheless, if you want to try Endpoint Central Cloud, you can use an alternate email address for signup.

• What happens when the super admin leaves the organization?

  If the account credentials are available, login to Endpoint Central Cloud, and follow the steps mentioned below to transfer the admin privilege to a new user (note: only the administrator of Endpoint Central account will be able to perform this). Navigate to User Administration under the Admin tab.

  • Select the user to whom the ownership is to be transferred. Under Actions, click Transfer Ownership.
  • Enter the email address of the user who will be given the administrator privilege and click Transfer.
  • If the user is already a part of the organization, the ownership will be transferred immediately and the existing administrator rights will be revoked.
  • If the user is not part of the organization, he will receive an email to join the organization. The existing administrator rights will be revoked once the new administrator has joined the organization.
  • If the account credentials are not available, contact endpointcentralcloud-support@manageengine.com with either of the following:
  • A consent email must be sent if the user who has left the organization, still has access to the account for accessing Endpoint Central Cloud.
  • A copy of the user’s termination or resignation letter, if the user does not have access to this account.

• When is it necessary to transfer the admin privileges?

  Transferring admin privileges to another user might be required when the current administrator is changing roles or switching jobs, and when the organization has purchased only one administrator license.

• One of my organization users is an administrator of another Zoho application. Why am I unable to assign the administrator privileges for Endpoint Central Cloud to the user?

  The possible explanation for this could be because the user’s account might be configured as a part of the different organization. This can be resolved by deleting that account from Zoho and inviting the user to the right organization, for which you will have to follow the steps mentioned below:

  • Sign into the application that is used. Delete the organization and remove Endpoint Central accounts created by the user in this application.
  • After the account is deleted, sign out of Zoho Accounts, and terminate the browser session.
  • Send an invite to this user from the right organization, and then proceed with assigning administrative privileges.

  Note: Upon deleting the organization, all the Zoho services configured with the account will be removed, including the ones used for personal purposes as well. If the user is unsure about the services being used by this account or if the organizations need to be merged, contact Endpoint Central Cloud support (endpointcentralcloud-support@manageengine.com).

• How can I change the email address using which I signed up on Endpoint Central Cloud?

  • Open this link and sign in with your Zoho account if need be.
  • Specify the new email address. A verification mail will be sent to the new email address.
  • Upon successful verification, the product will automatically update the new email address.
  • If you want to make a secondary email address as the primary one, click on the mail icon against the mail address. This will make the selected email address as the primary address.

• What happens when my trial expires?

  The product provides a free 30-day trial of the UEM edition, using which you can manage unlimited endpoints for 30 days. Once this trial period expires, you can either extend your trial or purchase the product. If not, you will be moved to the Free edition. When you move to the Free edition, you are allowed to choose upto 25 endpoints that you want to manage. All the configurations related to these chosen devices alone are retained, while the remaining will be lost. Once you move to the licensed editions (Professional, Enterprise, UEM), you will only have access to the features limited to the particular edition. Features will also vary between the same editions of Endpoint Central On-premise and Endpoint Central Cloud versions. For more details, refer our edition-wise feature comparison matrix.

• My trial has expired, and I wish to purchase Endpoint Central Cloud. What should I do?

  • Login to the cloud console, and navigate to Admin tab > under Global Settings > select Subscription.
  • Fill in the number of endpoints you want to manage, and other required details. Click on Buy Now.
  • Upon clicking, Zoho Store page is opened. Review and confirm your order.
  • Once you’ve confirmed your order, provide your payment method.
  • Your EnCentral Cloud license will be activated immediately.

  This is a pay-as-you-go service, and can be sorted as and when you need. Alternately, you can purchase Endpoint Central Cloud offline (non-store) by mailing sales@manageengine.com.

• How to reactivate my license if it has expired?

  Login to the cloud console, and navigate to Admin tab > under Global Settings > select Subscription. Click on Manage Plan. Upon clicking, Zoho Store page is opened. You can renew your license here. Your Endpoint Central Cloud license will be activated immediately. In case you’re denied access to the console, click on Buy Now to proceed with the reactivation.

• What are the types of payments supported by Endpoint Central Cloud?

  The product supports payment via Visa, MasterCard, American Express and PayPal. Alternately, you can purchase Endpoint Central Cloud offline (non-store) by mailing sales@manageengine.com.

  Note: Payments are securely done using Zoho Store.

• How do I modify my Endpoint Central Cloud license?

  • Visit this link, and sign up with your Zoho account.
  • Navigate to Admin tab > under Global settings > select Subscription > click Manage Plan. This redirects you to Zoho Store.
  • Hovering on the plan lets you add or remove the number of endpoints to be managed. Similarly, hovering on technicians and multi-language support lets you add or remove technicians and unsubscribe support for multi-language respectively.
  • Assume you want to add more endpoints for management. Click on the plan and specify the number of endpoints you want to manage.
  • On specifying the additional number of endpoints, the required cost to be paid is displayed. You can proceed with the payment to finish the purchase.

• How to modify the specified credit card details?

  • Login here using the same account that’s used for accessing Endpoint Central Cloud.
  • All the information pertaining to your billing cycle, billing address and card details can be viewed here. Click on Change Card to edit or update your card details.

  Note: All your confidential data is secured using VeriSign.

• How to increase or decrease session time out in Endpoint Central Cloud product console?

  To modify the session timeout, send an email to support@zohoaccounts.com from your registered email address (organization email address). All authentication level restrictions are either User ID or organization specific. So the session timeout policy is applicable to all Zoho products accessed by the users of that organization.

• What are the domains that need to be whitelisted for seamless communication of distribution server and agents with Endpoint Central server?

  As for Endpoint Central Cloud, the configuration of ports is not necessary as the communication takes place using the default port, 443. However, a few domains need to be whitelisted:

  • For US: https://www.manageengine.com/patch-management/help/domains-required-for-agent-communication.html
  • For EU: https://www.manageengine.eu/patch-management/help/domains-required-for-agent-communication.html

• Can one distribution server support multiple remote offices?

  Yes, it is technically possible if all the remote offices use the same agent and if all the remote office computers can reach the distribution server. However, this is not applicable for Endpoint Central Cloud, since every remote office requires a unique distribution server.

• Can Endpoint Central Cloud be localized in multiple languages?

  The default language is English, but Endpoint Central UI can be localized in multiple languages. Refer to this document to know more on the supported languages, and steps to change the default language.