Download VMware Workspace ONE 21-X UEM Troubleshooting Specialist.5V0-62.22.VCEplus.2023-09-19.20q.vcex

The most likely cause of this issue is that the VPN payload in a device profile is configured incorrectly in UEM. The VPN payload defines how devices connect to the VMware Tunnel edge service and access internal resources. If the VPN payload is incorrect, the devices will not be able to establish a VPN connection with the VMware Tunnel edge service and ''Test Connection'' with VMware Tunnel will fail. The organization should review and correct the VPN payload settings in UEM. The other options are not likely causes of this issue because:The Device Traffic Rules are configured in UEM, not in Unified Access Gateway. They define which applications or domains are allowed or blocked by the VMware Tunnel edge service. If the Device Traffic Rules are incorrect in UEM, they would affect all devices that connect to the VMware Tunnel edge service, not just ''Test Connection'' with VMware Tunnel. If the Unified Access Gateway is unable to communicate with UEM, it would affect all edge services that require UEM integration, such as Content Gateway and Horizon, not just VMware Tunnel.

The most likely cause of this test connection failure is that the provided Workspace ONE Access API key is incorrect. The Workspace ONE Access API key is required to establish a secure connection between Workspace ONE UEM and Workspace ONE Access services. If the API key is incorrect, the test connection will fail and the integration will not work.The administrator should verify and correct the API key in the Workspace ONE UEM console1.

The connectivity that should be investigated to restore ACC functionality is from the ACC to the Active Directory server. The error message in the ACC logging indicates that the ACC cannot connect to the Active Directory server due to a network error. This could be caused by firewall settings, proxy settings, network configuration, or other factors that prevent the ACC from communicating with the Active Directory server.The administrator should check and resolve these issues to restore the ACC functionality2.

According to the Device enrollment issues with Workspace ONE article3, one of the possible causes of enrollment failure is that the ACC service is not working properly or cannot communicate with the directory service. The administrator can review the ACC logs and test the connection to verify if there are any errors or issues with the ACC service or configuration. The logs that the administrator should review to begin troubleshooting the Android directory account enrollment issue are AirWatch Cloud Connector (ACC) logs. The ACC is responsible for integrating Workspace ONE UEM with directory services such as Active Directory or LDAP. If the administrator is unable to enroll Android devices with directory accounts, it could indicate that there is a problem with the ACC configuration, connectivity, or synchronization.The administrator should review the ACC logs to identify and troubleshoot the root cause of the issue3.

The possible root cause of this issue is that the Secure Email Gateway server is unable to connect to the Exchange server. This could be due to network issues, firewall settings, or authentication problems. If the Secure Email Gateway server cannot communicate with the Exchange server, it will not be able to deliver email to the newly enrolled devices. The previously enrolled devices may still be able to receive email because they have cached credentials or sessions with the Exchange server. The users who reported this issue are able to access their email through OWA on their computers because OWA does not rely on the Secure Email Gateway server.

The service that can help meet this goal is the Self-Service Portal.The Self-Service Portal is a web-based application that allows users to perform various actions on their enrolled devices, such as lock, unlock, wipe, or unenroll1.Users can also reset their device passcode through the Self-Service Portal, which can reduce the number of help desk tickets and improve user satisfaction2.

The step that would assist in troubleshooting this problem is using network traffic tools to capture Android traffic.Network traffic tools, such as Wireshark or Fiddler, can capture and analyze the network packets sent and received by the Android devices3. This can help identify any errors, delays, or anomalies in the communication between the devices and the console. Network traffic tools can also show the HTTP headers and body of the requests and responses, which can provide more information about the device status and configuration.

The most likely cause of this issue is that the Intelligent Hub Catalog (iOS) setting was not enabled.This setting allows iOS devices to access SaaS applications from the Intelligent Hub app3. If this setting is disabled, iOS devices will not be able to see or launch SaaS applications from the Intelligent Hub Catalog. The administrator should enable this setting in the Workspace ONE UEM console.

The troubleshooting step that should be taken next to find the root cause, while not causing any data loss to the end user's device, is to gather device side logging. Device side logging can help collect more detailed information about device events, actions, and errors for troubleshooting purposes. Device side logging can be enabled from the Workspace ONE UEM console or from the device itself. Device side logging does not affect the user's data or settings on the device. 

The most likely cause of this issue is that the VMware Workspace ONE administrator set ''RAM Required'' for the application in the ''Details'' tab options. The ''RAM Required'' option specifies the minimum amount of RAM needed for the application to run on Windows devices. If some devices do not meet this requirement, they will not be able to complete the installation of the application. The administrator should check and adjust the ''RAM Required'' option for the application according to the device capabilities.