AirWatch Troubleshooting Guide Revised 23 January 2018 Contents READ ME FIRST (Updated 23 January 2018) ................................................................................................. 3 Using this guide: .................................................................................................................................... 3 No resolution found .............................................................................................................................. 3 Deleted/wiped database....................................................................................................................... 3 Software Requirements, Installation, and Usage ......................................................................................... 4 Reinstalling Software ................................................................................................................................ 4 Installation Error: “Key not valid for use in specified state” ................................................................. 4 Push Notification Update Download Fails ................................................................................................ 5 Errors during launching or installing AirWatch upgrade .......................................................................... 6 Program Launching ....................................................................................................................................... 7 “An Error has been detected in your authentication key. “ ..................................................................... 7 AirWatch minimizes to Task Bar ............................................................................................................... 7 AirWatch will not maximize or does not appear to launch: ..................................................................... 7 Log in ............................................................................................................................................................. 8 Note on VPN usage (Beckman Coulter associates only) ........................................................................... 8 User has never successfully logged into AirWatch ................................................................................... 8 Required HTTP Port/Proxy Servers (Non-Beckman Coulter users only): .............................................. 9 User has logged successfully into AirWatch on another computer but not current one ......................... 9 Required HTTP Port (Non-Beckman Coulter users only): ................................................................... 10 User has logged into AirWatch on current computer, but it is now failing. ........................................... 10 Logging in during a server outage or no internet connectivity............................................................... 11 Return to Log-in Window After Log-in ........................................................................................................ 11 Advanced log in troubleshooting (special case) ..................................................................................... 12 Crash after login .......................................................................................................................................... 13 Syncing ........................................................................................................................................................ 14 Last Sync: Never or Red Sync (“Offline”) Icon ......................................................................................... 14 Insufficient content (No Diagnostics and/or Life Science categories) .................................................... 14
22
Embed
AirWatch Troubleshooting Guide - Beckman Coulteriosapps.beckmancoulter.com/airwatch/AirWatch_Troubleshooting_G… · AirWatch Troubleshooting Guide Revised 23 January 2018 Program
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
AirWatch Troubleshooting Guide
Revised 23 January 2018
Contents
READ ME FIRST (Updated 23 January 2018) ................................................................................................. 3
Using this guide: .................................................................................................................................... 3
No resolution found .............................................................................................................................. 3
Errors during launching or installing AirWatch upgrade .......................................................................... 6
Program Launching ....................................................................................................................................... 7
“An Error has been detected in your authentication key. “ ..................................................................... 7
AirWatch minimizes to Task Bar ............................................................................................................... 7
AirWatch will not maximize or does not appear to launch: ..................................................................... 7
Log in ............................................................................................................................................................. 8
Note on VPN usage (Beckman Coulter associates only) ........................................................................... 8
User has never successfully logged into AirWatch ................................................................................... 8
User has logged successfully into AirWatch on another computer but not current one ......................... 9
Required HTTP Port (Non-Beckman Coulter users only): ................................................................... 10
User has logged into AirWatch on current computer, but it is now failing. ........................................... 10
Logging in during a server outage or no internet connectivity. .............................................................. 11
Return to Log-in Window After Log-in ........................................................................................................ 11
Advanced log in troubleshooting (special case) ..................................................................................... 12
Crash after login .......................................................................................................................................... 13
Note: AppData is a hidden folder so you may need to show hidden files and folders if
you do not see that folder.
3. C:\Program Files (x86)\AirWatch
Refer to the READ ME FIRST section for a link to the latest AirWatch Content Locker installer.
Installation Error: “Key not valid for use in specified state”
If the error above is experienced during AirWatch installation, exit the process and do the
following:
1. Navigate to C:\Users\<username>\AppData\Roaming\Microsoft. Note: AppData is a hidden folder so you may need to show hidden files and folders if you do not see that folder.
2. Rename the Crypto folder to CryptoOld. NOTE: If Crypto cannot be renamed, rename the "Keys" and "RSA" folders underneath Crypto.
3. Once that folder has been renamed, try installing .Net Framework and AirWatch again (Refer to the AirWatch Installation and User Guide.)
If you receive a “push notification” to update to the latest version of Content Locker and your existing
version is prior to 1.7.0.8, when attempting to update, the download will fail.
Under these circumstances, the update will have to be installed by downloading and installing the file
linked in the READ ME FIRST section of this document.
AirWatch Troubleshooting Guide
Revised 23 January 2018
Errors during launching or installing AirWatch upgrade After an AirWatch upgrade you get a combination of any of the following dialog boxes and error
messages:
1. Go to Windows Control Panel > Programs and Features then uninstall AirWatch Content Locker. 2. Download the latest version found at the link in the READ ME FIRST session, then open the
folder it is in (most likely “Downloads”). Right-click the file and select “Run as administrator”. 3. Complete AirWatch re-install.
AirWatch Troubleshooting Guide
Revised 23 January 2018
Program Launching
“An Error has been detected in your authentication key. “
Click the Delete key. Only a very limited number of files are encrypted. You may need to re-
download a few small files.
AirWatch minimizes to Task Bar 1. Move (hover do not click) mouse cursor over AirWatch on the Task Bar and wait for the
window preview to appear. 2. Right click on the window preview and then select “Maximize”. 3. AirWatch screen will be visible.
AirWatch will not maximize or does not appear to launch: If the instructions above do not work, download the following file to a convenient location,
right-click, and then select “Run as administrator” (See “Saving a File and Running as
Administrator” towards the end of this guide for more details):
For continuing failures: For Beckman Coulter associates only: Try a different corporate site using the Windows password such as:
www.DanaherConnect.com, Knowledge Connection, Master Control, etc. If Active Directory account is locked out it will need to be reset. Otherwise:
If not using "global\" domain prefix, try with it. If using "global\" domain prefix, try without it. If you have changed your Windows password recently, make certain you have restarted your device since the password change.
Click the Change Server button and make certain the Server URL and Group ID is exactly:
Server URL: https://ds274.awmdm.com/DeviceServices
Group ID: Beckman
If the URL starts https://https , or there is any additional text at the end of the URL, then that is
in error and you can copy and paste the URL above.
If an error occurs after clicking the Next button, then there is a problem connecting to the
server. Do not continue attempting to log in until this error message no longer is displayed.
If you still cannot log in, submit your AirWatch log file according the instructions on the last page
of this guide.
Logging in during a server outage or no internet connectivity. During a server outage period, or when internet connectivity is unavailable, AirWatch will be in
an “off-line” mode (red indicator in lower-right), unable to sync or download files. Users will still
have full access to all files previously downloaded.
If trying to log in during a server outage/internet unavailability there should be no impact if
using the latest version of AirWatch (See READ ME FIRST section).
Return to Log-in Window After Log-in
If the AirWatch log-in appears successful, but then immediately reverts back to the log-in window, make
certain that the computer’s system time and time zone are correct for your current physical location.
If AirWatch is crashing after login, that typically indicates that the AirWatch database is corrupted and
deleting the database is the inevitable solution. However, there are two (2) items to address before
taking that step.
First, verify Microsoft .NET Framework 4.5 or greater is installed:
From Windows 7/8 Start, select Control Panel.
1. If Control Panel is set to be viewed by category, select Programs then Programs and Features.
2. If Control Panel is set to be viewed by large or small icons, select Programs and Features.
3. In the search field in the upper-right corner of the Programs and Features window, type: .NET. The program list will be automatically filtered as the characters are typed. Make certain Microsoft .NET 4.5 Framework, or greater is installed.
If .NET 4.5 requires installation, download the file linked below to a convenient location. Run the setup
by right-clicking the file and selecting “Run as administrator” (See “Saving a File and Running as
Administrator” towards the end of this guide for more details):
Selecting large number of documents to download at once Please be aware that it is not recommended to select many files to download at one time. Even
though entire categories of documents can be selected at once, having more than 10 or 20 at a
time in queue risks downloads getting stuck. Only select a small number of files or lower-level
categories with fewer documents. Do not select multiple files to download if you are on a slow
internet connection.
Files “stuck” in queue
IMPORTANT: Ensure the latest version of AirWatch is installed (See READ ME FIRST section).
A file shows it is in “queue” (silhouette icon ) and when double-clicked the error message:
“File is currently downloading. Please wait until it has completed” is displayed.
In some cases, going to the Update view and clicking the Update All button will restart the
download of files that are revisions to previously downloaded files.
To delete a file from the download queue, right-click the file in the Transfer view and select
“Remove”.
To re-download a file, right click on the downloaded file entry and select “Delete Locally”. This
will allow the file to be downloaded again. Note that if after deleting locally you receive the “File
is currently downloading” message, make certain you are not in the Update view when you
double-click the file. Either search for it in the “All Content’ view, or browse to it from the
AirWatch Content repository.
AirWatch Troubleshooting Guide
Revised 23 January 2018
Downloading begins then stops or reverts to “in queue”
IMPORTANT: Ensure the latest version of AirWatch is installed (See READ ME FIRST section).
The keys to AirWatch performance is maximizing internet bandwidth and minimizing the
number of running programs. There is nothing on the AirWatch server side that can been done
to improve your specific performance issues.
If a file transfer is started and then stops (no or extremely little progress on the bar) or it reverts
to “in queue” (silhouette icon ), exiting and re-launching AirWatch will cause the download to
restart. Under extremely low bandwidth conditions, you may have to exit and restart several
times to complete the download of a large file.
Here are general guidelines for maximizing download performance under extremely low
bandwidth conditions:
1. Reboot the PC. 2. Use a hardwired or WiFi connection with a minimum download speed of 10 Mbps. 3. DO NOT connect to VPN. VPN is not necessary for AirWatch connectivity and is known to
diminish network bandwidth. 4. Close Microsoft Lync/Skype for Business from system tray, if running. 5. Exit any cloud drive applications (Dropbox, Box, Amazon, etc.) 6. Adjust wireless adaptor power options (only valid with PCs using Windows Power Options):
a. Control Panel > Power Options b. For your selected power plan, click Change plan settings. c. Click Change advanced power settings. d. Under Wireless Adapter > Power Saving Mode for both On Battery and Plugged in
select “Maximum Performance” 7. Open AirWatch Content Locker and attempt downloading only one (1) problem file at a
time.
If the issue continues, run a speed test at either www.speedtest.net or
Installing Diagnostic Service Manuals All documentation in AirWatch requires downloading to access. Some files, based on their importance,
will be pushed automatically. The total size of automatically pushed files is less than ten (10) megabytes
(Mb). The user has no control over what is pushed to them and they will always see the full inventory of
documentation that is available to them.
To install a browser-based (Hypertext Markup Language format) manual, the user must deliberately
download the file in AirWatch.
After the manual is downloaded, use the associated Launch file (automatically pushed) to open and
launch the setup file. Refer to the document AirWatch User Guide – Dx Edition found in the Featured
Content view of AirWatch for more detailed instructions for typical use cases.
Batch files do not run; opens in another application (browser, Notepad, etc.) 1. Open zip file: http://airwatchcl.beckmancoulter.com/airwatch/bat_fix_w7.zip 2. Right-click the reg file and select Merge. 3. If you don't get the Merge option, extract the file to a convenient location then access it
there, right click and try merge. 4. You may get an error message that says not all information could be merged.
Regardless, try the batch file again.
Alternate Method (Requires reboot):
1. Go to Start and type regedit. Press enter. 2. Navigate to HKEY_CURRENT_USER > Software > Microsoft > Windows > CurrentVersion
> Explorer > FileExts. 3. Locate .bat in the list. 4. Right click on .bat and then select Delete. 5. Reboot the computer.
Error Occurs When Running “Launch” Files. If there is any error message displayed after attempting to run a Diagnostics “Launch” batch file,
go to Featured Content view in AirWatch and find the current ACL Assist setup file. Run the EXE
file. Select browser, as appropriate, and exit ACL Assist. Also note that ACL Assist 2.0 requires
Microsoft .NET Framework 4.5 to function correctly. The installer for .NET is also found in
Featured Content or AirWatch Administration News category.
Error when opening a file: “Windows cannot find ‘<file>’. Make certain you
have typed the name correctly, and then try again.”
For any file having this issue, right-click and select Delete Locally in any ACL location except the
Transfers view.
Next, in the AirWatch main menu select Tools > Sync.
Once the sync status indicator in the lower-right corner of the AirWatch window turns green, any
automatically pushed files (mainly Diagnostic service manual launch and AirWatch administration files)
will be automatically re-downloaded. All other files will need to have transfer manually initiated. Once
the file(s) have been re-downloaded, try opening them again. For any Diagnostic service manuals, use
the associated Launch file to open the manual.
“Submit Feedback” function does not work in associated manuals When you click the “Submit Feedback” icon (envelop) in the header (top) frame or the “Submit
Feedback” link at the end of a topic, nothing happens.
If using Google Chrome: If you open websites other than service manuals in Chrome, it will
cause the JavaScript for submitting feedback and printing manual pages to stop functioning.
To correct this problem, close all tabs in Chrome, close Chrome, and then re-launch the manual
from AirWatch using the Launch batch file. The manual should open in Chrome and the submit
feedback link should open a new email.
AirWatch Troubleshooting Guide
Revised 23 January 2018
Adjusting Windows User Account Control The Windows User Account Control may be set on some systems that will prevent some of the
fix files linked in this document to work properly, as well as prevent support personnel using
Bomgar to have full control over the user’s system when necessary.
To adjust the User Account Control:
Go to Control Panel and select User Accounts > Change User Account Control settings. Make certain the slider is at the very bottom:
Reboot your computer if prompted by Windows.
AirWatch Troubleshooting Guide
Revised 23 January 2018
Show Hidden Files and Folders
AppData and Local Settings are hidden folders so you may need to show hidden files and folders if
you do not see that folder. Go to Control Panel > Folder Options and configure the settings as