Frequently asked questions
Quick answers to the questions people ask most, with links to the full articles.
General
Where is my data stored? In the EU, in Paris, France. See How AssetTrove protects your data.
Can other customers ever see our data? No. Separation is enforced by the database itself and tested against every part of the API. See How AssetTrove protects your data.
Do integrations cost extra? No. They use subscriptions you already have, such as Intune or Entra ID. See Integrations overview.
Devices
Why does the same laptop appear twice? Usually because two sources report it without a shared identifier, or because it's waiting in Needs review. Use Merge assets. See Resolving match conflicts.
Why didn't a re-imaged laptop create a new asset? That's intended: its serial number and hardware UUID still match. See How devices are matched to assets.
Why can't I delete an asset? Assets with history can only be retired, so the history is kept. See Asset statuses and lifecycle.
Why can't I dispose of a laptop? Laptops and other storage devices need a wipe or destruction certificate first. See Retiring, disposing and lost devices.
Licences
Why is a product under-licensed when we bought enough? Check whether the entitlement has expired, whether its version range covers what's installed, and whether stale devices are still counted. See How your licence position is calculated and Reconciliation findings explained.
Does someone using Word and Excel need two Microsoft 365 licences? No. The suite covers both with one seat. See Suites, downgrade and edition rights.
Can I see what our position was last year? Yes. Run a reconciliation as of any past date. See How your licence position is calculated.
Reclaiming
Will AssetTrove take a licence away without warning? Not for unused or duplicate licences: people are emailed first and can keep it with one click. Licences of people who have left are reclaimed according to your policy. See How licence reclamation works.
Why isn't a licence flagged even though nobody uses it? AssetTrove needs usage evidence: a last-used date or recent device reports. It also leaves new allocations, excluded groups and people on legal hold alone. See How licence reclamation works.
Access
Someone can't see an asset. Their role may be limited to a location or cost centre. See Limiting access to a location or cost centre.
I can't edit someone's name or email. They're managed by your identity provider through SCIM. Change it there. See Automatic user provisioning with SCIM.
We're locked out because our identity provider is down. A break-glass owner can sign in with a password and two-factor authentication. See Requiring SSO and two-factor authentication.