PingPlotter Sidekick Frequently Asked Questions


Below you will find some of the most Frequently Asked Questions about PingPlotter Sidekick Cloud


Q: I am having trouble getting going with Sidekick, is there a more step-by-step document that can help me?

A: Yes, we would recommend that you check out our Sidekick getting started guide. If you get stuck or have any questions please get in touch with Support.


Q: It keeps telling me the Agent is offline or I'm getting an error message, what do I do?

A: If it’s saying that the Agent is offline yet you know that your computer is on and working correctly please get in touch with Support and we can get things sorted out for you.


Q: I Installed Sidekick on more than one machine and now it doesn’t work, what can I do?

A: Sidekick is only designed to be installed on one machine but don’t worry we can help you out. Please get in touch with Support and we can help you get Sidekick working again.


Q: I already had PingPlotter installed on my computer and after installing Sidekick I don’t see anything different, what am I missing?

A: PingPlotter Sidekick is a cloud-based product and while it does have a locally installed Agent version of PingPlotter you access your results via your Sidekick dashboard by heading to and logging in.


Q: Some of my graphs froze or stopped tracing, what should I do?

A: Try clicking the Clear All and Restart button at the bottom of the trace graph screen. Once you click the button give it a minute and it will try to restart all of the traces. If all your traces don’t come back you can try clicking the button again but be patient as it is trying to find where to trace to.


Q: I want to extend my Sidekick license beyond the initial 28 days, how do I do this?

A: Go ahead and purchase Sidekick again. It will send you an email saying that you already have an account and that it can’t set up a new one. It will also let us know that you purchased another 28 days of Sidekick and this will allow us to go in and update the date manually. We will reach out and let you know that we extended your Sidekick (28 days from when we reach out generally) and when it is valid until.