If you are having issues with your Advanced Remote Management performance or service, consider troubleshooting your issue before calling support. These troubleshooting steps address the most common issues with the ARM service.

Browser Window Does Not Open Remote Management Portal

Problem

The Advanced Remote Management (ARM) portal is not opening on Workspace ONE ™ UEM users’ browser window.

Possible Cause

Incompatible web browser. The browser being used by VMware Support staff is not compatible with ARM.

Solution

Use a different web browser. Install or switch to a compatible browser. The following is a list of browsers currently supported by the Remote Management Tool.

  • Internet Explorer 11 or later.
  • Google Chrome.
  • Safari.

Possible Cause

Browser pop ups are blocked. The browser being used is blocking pop-up windows from the ARM portal.

Solution

Enable pop-ups in browser settings. UEM console users must update their browser settings to allow pop-ups from the ARM portal.

 

Remote Support Validation Fails

Problem

During ARM validation steps, one or all the three validation steps and ‘Launch Session’ button does not appear.

Possible Cause(s): Certificate mismatch, ARM server issues. Client/Server certificates might be incorrectly deployed or there might be issues with availability of ARM server and console.

Solution: Check certificates and ensure ARM servers are operational. Ensure that T10 interface certificate has been properly deployed on the ARM servers, ensure that ARM servers are online and operational.