VMware Tunnel Troubleshooting and support section helps you resolve some of the VMware Tunnel deployment issues.

Troubleshooting VMware Tunnel using the Tunnel_snap Utility

The tunnel_snap utility collects all the necessary diagnostic data that might be required for troubleshooting your VMware Tunnel deployment. This utility helps troubleshooting by reducing the back and forth communication with support and saves time.

The utility captures data from the following files:

Use this utility while troubleshooting any issue related to the VMware Tunnel. You must run the utility on each VMware Tunnel server separately.

Run the utility in the following folder:
  • awcm.dat
  • ca.pem
  • device.xml
  • dh2048.pem
  • server.conf
  • tunnel_init.log
  • tunnel.log
  • tunnel.log.1
  • version.info
  • vpn.dat
/opt/vmware/tunnel

Use the following command to run the utility:

sudo ./tunnel_snap.sh

The utility collects the diagnostic data in:

_/opt/vmware/tunnel/tunnel_snap.tar _

Troubleshooting VMware Tunnel using the UAG web UI

The UAG web UI offers a simple way to check the service availability and collect all the UAG log files that includes the Tunnel and Proxy log files.

  1. Click the Read more section that can assisit you with the troubleshooting.Monitoring Edge Services Status:

    Expand the Edge Services section and find VMware Tunnel. If the Tunnel is running as expected, it shows a green light on the left side of the service. Any other color indicates that either the service is not running, or is running with errors and requires further investigation.

    Collecting Logs from the Appliance:

    Download a .zip archive of logs from the Support Settings section of the Admin UI. These log files are collected from the /opt/vmware/gateway/logs directory on the appliance.

  2. To check if the Tunnel and the Proxy services are installed correctly, always review the appliance-agent.log. The log displays the following information:

    [main] INFO c.a.a.a.s.i.tunnel.TunnelInstaller - VMware Tunnel Proxy installation SUCCESS!!!! and/or [main] INFO c.a.a.a.s.i.tunnel.TunnelInstaller - VMware Tunnel Per-App Tunnel installation SUCCESS!!!!

Upgrade Java Without Reinstalling Tunnel Proxy

When a new version of Java releases, you must update the server hosting the Tunnel Proxy server. VMware Tunnel supports a method that does not require reinstalling the Tunnel Proxy component.

  1. Download the latest RPM package for Java from the official Oracle site.
  2. Upload the RPM package to your Linux server.
  3. Install the RPM package.sudo rpm -1 jdk8u112-linux-x64.rpm
  4. Run the following command to ensure Java is upgraded correctly" ls -la /usr/java/latest
  5. Restart the Tunnel Proxy service.

Troubleshooting Per-App Tunnel Component

Per-App Tunnel logs are stored in the native syslog system of Linux. This topic covers the commnans that can be used to troubleshoot Per-App Tunnel Component

Troubleshooting Proxy Tunnel Component

Logs are stored in /var/log/vmware/tunnel and can be sorted by the following command (as root):
tail -f /var/log/vmware/tunnel/vpnd/tunnel.log

The following table lists the commands that are used to troubleshoot Per-App Tunnel Component:

Commands Used to Troubleshoot Per-App Tunnel Component

Component Function Command
Unified Access Gateway/CentOS/RHEL 7.x

Start the Service

systemctl start vpnd.services
Unified Access Gateway/CentOS/RHEL 7.x

Stop the Service

systemctl stop vpnd.service
Unified Access Gateway/CentOS/RHEL 7.x

Restart the Service

systemctl restart vpnd.service

Access Unified Access Gateway Logs:

You can access the VMware Tunnel logs from the Unified Access Gateway without logging into the appliance by accessing a specific URL based on your deployment. To download a ZIP file that contains your logs, enter the following URL in a browser: https://<virtual appliance domain name>:9443/rest/v1/monitor/support-archive.

Troubleshooting PAC Reader

If you have any issues with the VMware Tunnel PAC Reader, check the status and the logs of the PAC Reader to help troubleshoot any issues.

Before contacting Workspace ONE UEM Support, consider checking the PAC Reader logs for any issues. The logs are located in the home folder of the PAC Reader. This folder is the pacreader folder.

The following table lists the commands that are used to troubleshoot PAC Reader:

Function Command

Start the PAC Reader

./pacreader.sh start

Stop the PAC Reader

./pacreader.sh stop

Check the PAC Reader status

/pacreader status

Run the PAC Reader in validation mode

./pacreader.sh validate

This command tells the PAC Reader to fetch and parse the PAC file but does not push the rules to the Workspace ONE UEM console.

Troubleshooting Proxy Tunnel Component

Proxy logs are stored in the native syslog system of Linux. The topic covers the commnads that are used to Troubleshoot Proxy Tunnel Component.

Commands Used to Troubleshoot Proxy Tunnel Component

Logs are stored in /var/log/vmware/proxy and can be sorted by the following command (as root):

tail -f /var/log/vmware/proxy/proxy.log

The following table lists the commands that are used to troubleshoot Proxy Tunnel Component:

Component Function Command

Proxy – Any CentOS/RHEL version/Virtual Appliance

Start the Service

sudo service proxy start

Proxy – Any CentOS/RHEL version/Virtual Appliance

Stop the Service

sudo service proxy stop

Proxy – Any CentOS/RHEL version/Virtual Appliance

Restart the Service

sudo service proxy status

Access Unified Access Gateway Logs

You can access the VMware Tunnel logs from the Unified Access Gateway without logging into the appliance by accessing a specific URL based on your deployment. To download a ZIP file that contains your logs, enter the following URL in a browser:https://<virtual appliance domain name>:9443/rest/v1/monitor/support-archive

Change the Log Level of VMware Tunnel Proxy Component

You can change the log levels for the Proxy component in the Workspace ONE UEM console by navigating to Groups & Settings > All Settings > System > Enterprise Integration > VMware Tunnel > Configuration > Advanced. In cases where communication between the VMware Tunnel and AWCM or API breaks, you can still change the log level.

  1. Edit the /opt/vmware/tunnel/proxy/conf/logback.xml file.
  2. Change <root>log-level=VALUE to DEBUG and Save on file.
  3. Stop and Start the service.
  4. Revert changes and restart the proxy service when finished.

Verify VMware Tunnel Proxy Connectivity

  1. Navigate to Groups & Settings > All Settings > System > Enterprise Integration > VMware Tunnel - Proxy.
  2. Select Test Connection.The page displays version info, connectivity through HTTP/S, and certificate chain validation.

Proxy Component Error Codes

You can use error codes and their messages to help monitor the health of your VMware Tunnel Proxy component. Learn more about the errors using their code, displayed name, and meaning to your Workspace ONE UEM Tunnel Proxy environment.

Code Name Meaning
0 UNKNOWN Unknown error. A runtime exception while processing the request
1 MISSING_HEADER

Headers are missing. This can include headers such as "Proxy-Authorization".

Possible Cause: The request was stripped in transit or a bad request was sent from the application.

Possible Solution: select all hops between the device and VMware Workspace ONE Tunnel to see if another network component (e.g. proxy, VPN) stripped the header.

2 WRONG_ENCODING

Proxy-Authorization header value is not Base64 encoded.

Possible Cause: The request was stripped in transit or a bad request was sent from the application.

Possible Solution: select all hops between the device and VMware Workspace ONE Tunnelto see if another network component (e.g. proxy, VPN) stripped the header.

3 TOKENS_DONT_MATCH

Client identification tokens in Proxy-Authorization header do not follow alg:%s;uid:%s;bundleid:%s format. ID_FORMAT should contain encryption algorithm, uid and bundleID in a specific format. One or more of these is not present.

Possible Cause: The request was stripped in transit or a bad request was sent from the application.

Possible Solution: select all hops between the device and VMware Workspace ONE Tunnel.

4 INVALID_ALGO The algorithm in the Proxy-Authorization token is not supported.
5 EMPTY_CERT_CHAIN

There is no certificate present in the digital signature passed in the Proxy-Authorization header

Possible Solution: select all hops for a stripped certificate.

6 SINGLE_SIGNER

Error thrown if there are multiple signers found in the certificate chain. The request is expected to be signed by only one entity.

Possible Cause: A bad certificate.

Possible Solution: Create another certificate with a single signer.

7 SINGLE_SIGNER_CERT

Error thrown if there are multiple certificates for signers. The VMware Workspace ONE Tunnel expects only one signer. The request signer should sign it with only one certificate.

Possible Cause: A bad certificate.

Possible Solution: Create another certificate with a single signer.

8 INVALID_SIGN

The signer information could not be verified.

Possible Solution: Import the signer into the trusted certificate store on the server.

9 UNTRUSTED_ISSUER

The certificate used for signing wasn't issued by Device-Root of the given OG.

Possible Cause: Workspace ONE UEM device root is different for enrolled OG and the OG on which VMware Workspace ONE Tunnel is configured.

Possible Solutions: (1) Override the Workspace ONE UEM device root certificate and regenerate the VMware Workspace ONE Tunnel certificate. (2) Export the Workspace ONE UEM certificate from the Console or reinstall the VMware Workspace ONE Tunnel.

10 MISSING_SIGN_TIME

The signing time attribute which is used to determine potential replay attack is missing in the signature

Possible Cause: A bad certificate.

Possible Solution: Determine which certificate is bad in a request log. Create a correct certificate (if the cert is not a Workspace ONE UEM certificate). Rerun the VMware Workspace ONE Tunnel installer.

11 POTENTIAL_REPLAY There is more than a 15 minute interval between signature creation by the requester (AW Browser, Wrapping, etc) and verification by VMware Workspace ONE Tunnel.
12 INVALID_SIGN_DATA

There is discrepancy in the data that was signed by the requester (AW Browser, Wrapping, etc) and what was expected to be signed by VMware Workspace ONE Tunnel. Any method other than the "CONNECT" request is sent to the VMware Workspace ONE Tunnel and is rejected.

Possible Cause: An invalid request.

Possible Solution: select all hops for what changed with the request at each hop.

13 DATA_UNAVAILABLE

The requester’s (AW Browser, Wrapping, etc) related data is not available with VMware Workspace ONE Tunnel even after making an API call. No data available for Udid: #####, BundleId: ####.

Possible Cause: VMware Workspace ONE Tunnel does not have device details.

Possible Solutions: Check the VMware Workspace ONE Tunnel to API connection. Restart the VMware Workspace ONE Tunnel service.

14 INVALID_THUMBPRINT

The thumbprint of the certificate used by the requester (AW Browser, Wrapping, etc) for signing and the one expected by VMware Workspace ONE Tunnel is different. Invalid SHA-1 thumbprint. Udid: ####, BundleId: ####. VMware Workspace ONE Tunnel expected: XYZ, Found:ABC

Possible Cause: Occurs only when device is re-enrolled.

Possible Solutions: Reinstall the Client (AWB, Wrapped application). Select the VMware Workspace ONE Tunnel to AWCM connection. Restart VMware Workspace ONE Tunnel Service.

15 NOT_COMPLIANT

The device making the request is not compliant (Must be in compliance states of ‘Compliant’ or ‘Not Available’).

Possible Cause: VMware Workspace ONE Tunnel expected: X,Y, Found: Z

Possible Solution: select the compliance status in the Device Dashboard.

16 NOT_MANAGED

The device is not managed by Workspace ONE UEM.

Possible Cause: The device is not enrolled.

Possible Solution: Enroll the device.

17 INVALID_CERT

The certificate used by the requester (AW Browser, Wrapping, etc) for signing is not valid (ex. signing time does not fall in the certificate lifetime).

Possible Solution: Identify the invalid certificate.

18 NEED_CHUNK_AGGREGATION Chunk aggregation is not enabled in MAG.properties file
19 HOST_DISCREPANCY Host name in the URI does not match the one in the host header, deemed as a potential replay attack

Verifying Proxy connectivity post-installation can help determine whether your installation was successful.