AirWatch Troubleshooting Guide Revised 23 January 2018

Transcription

1 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 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): User has logged into AirWatch on current computer, but it is now failing Logging in during a server outage or no internet connectivity Return to Log-in Window After Log-in Advanced log in troubleshooting (special case) Crash after login Syncing Last Sync: Never or Red Sync ( Offline ) Icon Insufficient content (No Diagnostics and/or Life Science categories)... 14

2 Downloading (aka Transferring ) Selecting large number of documents to download at once Files stuck in queue Downloading begins then stops or reverts to in queue Installing Diagnostic Service Manuals Batch files do not run; opens in another application (browser, Notepad, etc.) Error Occurs When Running Launch Files Error when opening a file: Windows cannot find <file>. Make certain you have typed the name correctly, and then try again Submit Feedback function does not work in associated manuals If using Google Chrome: Adjusting Windows User Account Control Show Hidden Files and Folders Saving a File and Running as Administrator Accessing the AirWatch Log File... 22

3 READ ME FIRST (Updated 23 January 2018) Using this guide: This guide is organized in a sequential use case from installation, launching, log in, syncing, downloading, service manual installation and usage. Look for the troubleshooting information for your issue by browsing the table of contents with that in mind. All troubleshooting procedures are written assuming the latest version of AirWatch is in use: NOTE: If installing on a Windows OS tablet, a keyboard will need to be connected in order to complete the installation as instructed. To install, download the linked file above to a convenient location, then to run the setup, right-click it and select Run as administrator. You can then launch from the Start menu. No resolution found: If none of the actions described in this document resolves the user s issue, the AirWatch log file will need to be submitted. Instructions on submitting the AirWatch log file are on the last page of this guide. Deleted/wiped database: The AirWatch database may need to be deleted if it becomes corrupted. Also, AirWatch is currently designed to wipe the database as a precaution if the account password is rejected after fifteen (15) attempts. There is no quick method to restore database content. However, any HTML (web-browser-based) manuals that have been installed and opened through their associated "Launch" files will still be installed and usable immediately. They will not have to be re-downloaded until the next revision is released. What will have to be re-download is any documentation delivered through discrete PDF and Microsoft Office files, such as Mods and Technical Bulletins.

4 Software Requirements, Installation, and Usage AirWatch Content Locker requires Microsoft Windows 7 or later and Microsoft.NET Framework 4.5 or later. If AirWatch is not currently installed on the target machine, use the installation instructions linked below: AirWatch Installation and User Guide Reinstalling Software Simple re-installation of software is not known to resolve any specific issues in AirWatch. There are instances when there may be corruption in the installation that requires clearing all previous programming and data before attempting to re-install. To perform a fresh installation of AirWatch, first uninstall any existing version from Windows Control Panel. Next delete all the existing folders below: 1. C:\Users\<username>\AppData\Local\AirWatch Content Locker 2. C:\Users\<username>\AppData\Local\AirWatch_LLC 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.)

5 Push Notification Update Download Fails If you receive a push notification to update to the latest version of Content Locker and your existing version is prior to , 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.

6 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.

7 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 redownload 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):

8 Log in Note on VPN usage (Beckman Coulter associates only) VPN (Virtual Private Network) is not required to access AirWatch. It is recommended to disconnect from VPN when syncing or downloading files since VPN is known to reduce the effective internet bandwidth (speed). User has never successfully logged into AirWatch An internet connection is required when logging into AirWatch the first time. 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): Ensure the latest version of AirWatch is installed (See READ ME FIRST section). Beckman Coulter associates are not registered for AirWatch automatically. If a Beckman Coulter associate is logging in for the first time and their Windows credentials are rejected, and if there has not been a prior account creation confirmation, please send an to ServiceManualProject@Beckman.com and provide the Windows user name and whether Diagnostics, Life Science, or both documentation sets are required. Non-Beckman Coulter users should receive a Welcome message with user name and password when they provide their address to ServiceManualProject@Beckman.com. Please review the instructions in the auto-reply message from the mailbox to insure all the necessary information has been provide. If account creation has been confirmed, click the Change Server button and make certain the Server URL and Group ID is exactly as follows: Server URL: Group ID: Beckman If the URL starts 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 condition is resolved.

9 Required HTTP Port/Proxy Servers (Non-Beckman Coulter users only): If you are trying to access AirWatch from inside a company network, have your IT staff insure the network allows HTTPS/TCP traffic over port 443 to ds274.awmdm.com. Current IP is Ping ds274.awmdm.com to verify IP address. If the PC uses the Windows Firewall, make certain the following is enabled: Control Panel > Windows Firewall > Advanced Settings > Outbound Rules Make certain the rule: BranchCache Hosted Cache Client (HTTP-Out) is enabled. IMPORTANT NOTE: AirWatch Content Locker will not operate with an authenticated proxy server. Confer with your IT department to determine if your facility is using an authenticated proxy. If you still cannot log in, submit your AirWatch log file according the instructions on the last page of this guide. User has logged successfully into AirWatch on another computer but not current one 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): Ensure the latest version of AirWatch is installed (See READ ME FIRST section). Click the Change Server button and make certain the Server URL and Group ID is exactly as follows: Server URL: Group ID: Beckman If the URL starts 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 condition is resolved.

10 Required HTTP Port (Non-Beckman Coulter users only): If you are trying to access AirWatch from inside a company network, have your IT staff insure the network allows HTTPS/TCP traffic over port 443 to ds274.awmdm.com. Current IP is Ping ds274.awmdm.com to verify IP address. If the PC uses the Windows Firewall, make certain the following is enabled: Control Panel > Windows Firewall > Advanced Settings > Outbound Rules Make certain the rule: BranchCache Hosted Cache Client (HTTP-Out) is enabled. If you still cannot log in, submit your AirWatch log file according the instructions on the last page of this guide. User has logged into AirWatch on current computer, but it is now failing. IMPORTANT NOTICE: AirWatch is currently designed to delete the user s database after fifteen (15) failed attempts. DO NOT continue to enter your password after 2 or 3 attempts without first going through the troubleshooting below. Ensure the latest version of AirWatch is installed (See READ ME FIRST section). Download and run the file linked below: If the login continues to fail, try resetting the local credentials (Note: Deleting local credentials will then require you to have an internet connection to authenticate with the server): For continuing failures: For Beckman Coulter associates only: Try a different corporate site using the Windows password such as: 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.

11 Click the Change Server button and make certain the Server URL and Group ID is exactly: Server URL: Group ID: Beckman If the URL starts 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.

12 Advanced log in troubleshooting (special case) If an error occurs after clicking the Next button in the Change Server dialog box, then there is a problem connecting to the server. Use the batch file linked below to copy the log to the desktop: Review AirWatchContentLocker.log. If an error reporting bad country code... is found, 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. Reinstall.NET Framework: C:\AirWatch~Install~Files\dotNetFx45_Full_setup.exe 4. Reboot PC. 5. Reinstall AirWatch (See READ ME FIRST section).

13 Crash after login 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): Once launched, this small setup file downloads and installs the full.net 4.5 package. Follow all prompts as necessary. A system restart is usually required after installation. Next, ensure the latest version of AirWatch is installed. Refer to the READ ME FIRST section (page 3) for instructions. If AirWatch continues to crash, download and run the batch file (See Saving a File and Running as Administrator towards the end of this guide for more details): Please refer to the READ ME FIRST section of this guide for an explanation of the impact of deleting the AirWatch database.

14 Syncing Last Sync: Never or Red Sync ( Offline ) Icon If there are any indications of sync failure, make certain the computer s system time and time zone are correct for your present physical location. Insufficient content (No Diagnostics and/or Life Science categories) Ensure the latest version of AirWatch is installed (See READ ME FIRST section). If AirWatch is being launched for the first time by the user and the indicator in the lower-right corner of the AirWatch window is red, this indicates that AirWatch cannot connect to the server and is in an off-line mode. Exit and re-launch AirWatch. Click the Change Server button and make certain the Server URL and Group ID is exactly: Server URL: Group ID: Beckman If an error occurs after clicking the Next button, verify you have internet connectivity. If the URL and internet connectivity is good, you will have to wait until the server is back on-line to sync and download. Any previously downloaded content will be available for use. If the sync status in the lower-right corner of the AirWatch window displays Last sync: Never or the sync indicator is red (offline) make certain the computer s system time and time zone are correct for your present physical location. New users who have AirWatch successfully synced (green indicator and timestamp within 10 minutes of current time) but are still are lacking content, send an to ServiceManualProject@beckman.com. Provide your AirWatch user name and specify what content is missing.

15 Downloading (aka Transferring ) 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.

16 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 or (Google Chrome or FireFox works best), and send the results and name of problem file to ServiceManualProject@beckman.com for follow-up.

17 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: 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.

18 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 .

19 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.

20 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 shown below:

21 Saving a File and Running as Administrator When a user is instructed to download a file to a convenient location and run as administrator, use the following general procedure. Note that the dialogs boxes and other illustrations may vary depending on the version of Windows, browser, and/or PDF Viewer is use. The following example is from a Beckman Coulter Windows 7 system using Internet Explorer 11. Click on the link. Select the option to save or download the file. Once the file is downloaded, click the Open folder button: Find and right-click the file. Select Run as administrator :

22 Accessing the AirWatch Log File If none of the actions in this document provide resolution to a user s issue, the AirWatch Content Locker (ACL) log file must be obtained and ed to: ServiceManualProject@beckman.com. Important: Provide a detailed description and screenshots, as appropriate, which will assist in illustrating the problem. If ACL can be logged into: Go to Tools > Settings > Advanced tab > View Logs button. The log will open in Notepad. Save to the Windows Desktop. If ACL cannot be logged into or crashes after login: Use the batch file linked below to copy the log to the desktop: If the batch file fails to work, navigate to: C:\Users\<username>\AppData\Local\AirWatch Content Locker Note: AppData and Local Settings are hidden folders so you may need to show hidden files and folders if you do not see that folder. Right-click AirWatchContentLocker.log and select Send to > Mail recipient. Address message to ServiceManualProject@beckman.com with and explanation of the problem and any screenshots that will help illustrate the problem.