Fix Cloud Filter Extension errors

This article applies to organisations with a Cloud setup, and those with a 'Hybrid' setup (both On-Premise Appliance and Cloud).

 

This article explains how to fix common error messages that appear when Cloud Filter Extension isn’t deployed correctly.

If you see the Smoothwall logo with a box and an exclamation mark:

  1. Hover over the extension to view the error description.
  2. Follow the instructions below to fix the error by reinstalling the Cloud Filter Extension.
Message Description
Provisioning error: The tenant id provided is not a valid UUID Enter your Tenant ID in the correct format, or leave this blank if not part of a multi-tenant setup.
Provisioning error: Missing serial ID Enter your UNCL.
Provisioning failed: Invalid Smoothwall serial ID. Enter your UNCL in the correct format.
Provisioning failed: No response from native client.

If you have deployed the Cloud Filter Extension on Windows devices using Intune, reinstall it. Ensure you:

  • Create the policy in Intune.
  • Assign the policy to the correct group, user, or device.
  • Select the correct script.
  • Remove any security restrictions that may block the script from running.

If you deployed on macOS, ChromeOS, or Windows manually or using a GPO, contact Smoothwall Support.
  • Provisioning error: Missing enrolment information.
  • Provisioning error: An error occurred while loading provisioning info from policy.
  • Provisioning error: Invalid provisioning info received from native agent.
 If reinstalling the Cloud Filter Extension doesn’t fix the issue, contact Smoothwall Support.