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Use the DSE Tray Icon and Request Help

Use the DSE Endpoint Agent icon in the Windows notification area to open Machine Status, read the exact protection state, refresh status, copy device information, or reach the DSE helpdesk.

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Endpoint agent

Use the DSE Tray Icon and Request Help

Use the DSE Endpoint Agent icon in the Windows notification area to open Machine Status, read the exact protection state, refresh status, copy device information, or reach the DSE helpdesk.

Endpoint and Remote Support 6 workflow sections 28 numbered actions 3 linked visuals Reviewed July 16, 2026
Production address https://helpdesk.dsesecurity.com/

Confirm HTTPS and the exact domain before entering account or ticket information.

Visual walkthrough

Open any visual for a full-size reference

The annotated screenshot uses numbered red boxes and arrows. Read callouts 1, 2, and 3 in order, then return to the written steps below for the complete procedure.

Customer-safe illustration of reaching DSE support from a computer or mobile device. Open full size
Visual 1 Customer-safe support shortcut reference. The image contains fictional records and no endpoint identifiers.
Customer-safe endpoint and network status intake workflow. Open full size
Visual 2 Related workflow: Use this visual to gather endpoint, user, site, timing, and network context before opening a ticket. All records are fictional.
Annotated DSE walkthrough for Use the DSE Tray Icon and Request Help with three numbered red callouts, boxes, and arrows. Open full size
Visual 3 Annotated walkthrough: follow red callouts 1 through 3 to confirm context, complete the action, and verify the result. The screenshot is a sanitized training view with fictional records.
1
Workflow section 1 of 6

Find the DSE icon

  1. Go to the Windows taskbar and look beside the clock in the notification area.
  2. If the DSE icon is not immediately visible, select the upward arrow or Show hidden icons.
  3. Point to the DSE icon and confirm the label identifies the DSE Endpoint Agent.
  4. If more than one user is signed in, complete these steps in the Windows session where support is needed.
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2
Workflow section 2 of 6

Open Machine Status

  1. Left-click the DSE tray icon to open Machine Status.
  2. Read the tray tooltip/status state: Protected, Attention recommended, Action required, Offline, or Status pending.
  3. Read the expanded card banner: PROTECTED, CHECK RECOMMENDED, ACTION REQUIRED, AGENT OFFLINE, or STATUS PENDING. CHECK RECOMMENDED is the card label for Attention recommended, and AGENT OFFLINE is the card label for Offline.
  4. Review the status card for risk score, open alerts, last check-in, hostname, device ID, organization, and assignment.
  5. Use the hostname, device ID, organization, and assignment to confirm you are looking at the intended computer before reporting an issue.
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3
Workflow section 3 of 6

Use the right-click menu

  1. Right-click the DSE tray icon to open its action menu.
  2. Choose Open machine status to display the same Machine Status card available by left-clicking.
  3. Choose Open a support ticket for a new issue, or Check ticket status for an existing DSE-###### request.
  4. Choose Refresh status to request current tray information, then allow the status card time to update.
  5. Choose Copy device info when DSE asks for endpoint identification; verify the destination and paste it only into the authorized DSE ticket or support conversation.
  6. Choose Exit DSE tray only when you intend to close the tray application. Exit DSE tray does not stop the background endpoint service or background monitoring.
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4
Workflow section 4 of 6

Create a useful request from the shortcut

  1. Choose Open a support ticket and sign in with your verified client account if the helpdesk asks you to authenticate.
  2. Describe the affected computer, signed-in user, site, symptom, first known time, and current business impact.
  3. Include the exact tray state, risk score, open alerts, last check-in, and hostname when those details are relevant.
  4. Submit once, keep the DSE-###### confirmation number, and reply on that same ticket with later changes.
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5
Workflow section 5 of 6

If the icon is missing or was exited

  1. Check Show hidden icons and Windows notification-area settings before assuming the endpoint agent is absent.
  2. Remember that Exit DSE tray closes only the tray application; it does not uninstall the agent or stop the background endpoint service.
  3. Restart only the affected Windows sign-in session if that is safe for your work; do not uninstall, reinstall, or stop the agent yourself.
  4. Open the DSE helpdesk directly or email helpdesk@detection-systems.com and report that the tray icon is missing.
  5. Include the computer name when known, the current user, site, time noticed, and whether the computer still has normal network access.
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6
Workflow section 6 of 6

Finish and verify endpoint support

  1. Confirm the endpoint status, remote-session state, and original symptom after the approved action.
  2. Save customer work, have the technician select Clear secure relay after clipboard transfer, and lock Windows when stepping away.
  3. Keep all follow-up on the same DSE-###### ticket for the same issue.
  4. Report unexpected remote activity, missing tray status, or a failed validation immediately.
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Final verification

Before you leave this guide

  1. Confirm context. Recheck the DSE domain, signed-in account, company or site, ticket number, device, and request type shown on screen.
  2. Confirm the result. Perform one harmless verification and make sure the visible status matches what you expected.
  3. Keep the reference. Save the DSE-###### ticket number, confirmation, or other safe reference needed to continue the same conversation.
  4. Stop on a mismatch. Do not repeat a high-impact action. Preserve a safe screenshot, note the time and exact error, refresh once, and update or open the correct DSE ticket.

Content owner: DSE Service Operations. Production reviewed July 16, 2026. Examples and visuals are customer-safe and use fictional data.

Need help from DSE?

If you still need assistance, open a ticket or check the status of an existing DSE-###### request.

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