If you are having issues with your Workspace ONE Assist performance or service, consider troubleshooting your issue before calling support.

These troubleshooting steps address the most common issues with the Workspace ONE Assist service. The problems below are grouped by category. Some problems may have more than one possible cause and solution.

Generate Certificates

Problem

While running the "Certificate Seed Script.sql" file in Step 10 of the Generate Workspace ONE Assist Certificates task, you might see an error. This error reads "The conversion of a varchar data type to a datetime data type resulted in an out-of-range value."

Possible cause

Such an error is likely the result of a difference in locale between the machine upon which the SQL script was generated and the database server on which it is being run.

Solutions

There are two possible solutions.

  • Ensure that the same date format is set in the SQL script by running the cert provisioning tool on a machine with the same locale settings as the database server.

OR (if the first solution is not possible).

  • Manually edit the date format in the SQL script. For more information about date formats, see http://www.sql-server-helper.com/tips/date-formats.aspx. References in this documentation to any specific service provider, manufacturer, company, product, service, setting, or software do not constitute an endorsement or recommendation by VMware. VMware cannot be held liable for any damages, including without limitation any direct, indirect, incidental, special, or consequential damages, expenses, costs, profits, lost savings or earnings, lost or corrupted data, or other liability arising out of or related in any way to information, guidance, or suggestions provided in this documentation.

Remote Management Not Available - Device Registration Issues

Problem - Workspace ONE Assist Link Does Not Display in Workspace ONE UEM

"Remote Management" link does not display in the More Actions drop-down menu as seen in Device Details View OR device is not shown in the Device List View.

Possible cause

Registration failed or Intelligent Hub might not have been deployed properly. Intelligent Hub might have not been installed on the device properly or registration to Workspace ONE Assist Server has failed.

Solution

Attempt to re-register the device. Update Resource portal to ensure that Intelligent Hub can be properly downloaded and installed on device. A Workspace ONE UEM administrator must re-register the device.

Problem - Registration Check Returns Failed

Device does not register with Workspace ONE UEM or the Workspace ONE Assist portal.

Possible cause

P7b file missing root/intermediate certificates in certificate chain. In MMC (Microsoft Management Console) certificate console when opening the certificate, the certificate path is missing and certificate status displays: the issue of this certificate can not be found.

Solution

Reinstall the certificate including intermediate and root certificate. Reinstall all the certificates for this client and ensure that the root certificate is placed into the root certificate folder and the intermediate certificate is placed in intermediate certificate folders in the MMC certificate console.

Problem - Error Message, 'Registration Failed: Server Not Found'

Device does not register with Workspace ONE UEM or the Workspace ONE Assist portal.

Possible cause 1

Workspace ONE Assist Site URL capital and lower-case letters. In Workspace ONE Assist tool versions 4.4.2.6291 and prior, the URL for remote management server is CAPS sensitive. In the example shown below, the URL uses upper-case and lower-case letters ‘https://rmSTAGE01.awmdm.com’.

Solution 1

Remove upper case characters from the Workspace ONE Assist site URL. Review the Workspace ONE Assist site configuration. You must ensure that the URL has all lower-case letters. In the example above, the URL must be ‘https://rmstage01.awmdm.com’.

Possible cause 2

Firewall is ON but misconfigured. If the firewall is incorrectly configured on the Workspace ONE Assist Server, it might be preventing device registrations from being received.

Solution 2

Turn off firewall or set up exceptions. When the firewall is on and it is not correctly configured, it might be preventing device registrations. Devices register with the Anchor web service, hosted on port 443 on the Workspace ONE Assist server. If this port is blocked on the firewall, registrations are jeopardized. Turn off the firewall and see if registrations succeed. If they do, review the exceptions to ensure that the Anchor web service on port 443 or other port defined for this service is in the list of exceptions.

Issues Connecting to Devices

If you are having connectivity issues with your Workspace ONE Assist performance or service, consider troubleshooting your issue before calling support. These troubleshooting steps address the most common connectivity issues with the Workspace ONE Assist service.

Problem - Browser Window Does Not Open Remote Management Portal

The Workspace ONE Assist portal is not opening on Workspace ONE UEM users’ browser window.

Possible cause 1

Incompatible web browser. The browser being used by VMware Support staff is not compatible with Workspace ONE Assist.

Solution 1

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

  • Google Chrome
  • Safari

Possible cause 2

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

Solution 2

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

Problem - Remote Support Validation Fails

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

Possible cause(s): Certificate mismatch, Workspace ONE Assist server issues. Client-server certificates might be incorrectly deployed or there might be issues with availability of Workspace ONE Assist server and console.

Solution: Review certificates and ensure that Workspace ONE Assist servers are operational. Ensure that T10 interface certificate has been properly deployed on the Workspace ONE Assist servers, ensure that Workspace ONE Assist servers are online and operational.