Lab 5: Troubleshooting Applications

Objective and tasks

Resolve problems related to application management in Workspace ONE UEM:

  1. Troubleshoot a Windows application installation command problem
  2. Troubleshoot a problem with an internal application upload

Task 1: Troubleshoot a Windows application installation command problem

Scenario: VLC media player is a Windows application assigned to all Windows desktops. The application was initially configured to download automatically and quietly install after enrollment. However, the application never installs automatically.

Root cause: After examining the error code that is related to the VLC media player application installation and configuration, you discover that the preinstallation requirements were configured incorrectly.

You resolve the Windows application installation problem by correcting the preinstallation requirements.

  1. From the lab environment interface, log into the uem-01a VM.
    • Username: techseals\administrator
    • Password: Pa$$w0rd
  2. Connect to the w11Client-01a VM.
  3. In the w11Client-01a taskbar search box, enter VLC and click the Apps tab.
    VLC does not appear in the installed software search results.
  4. Return to the uem-01a VM and go back to the UEM console in Google Chrome.
  5. On the Workspace ONE UEM console menu bar, make sure Techseals is selected from the Organization Group drop-down menu.
  6. In the navigation pane on the left, select Resources > Apps > Native.
    The VLC media player 3.0.21 application hyperlink is visible on the Internal tab.
  7. To open the Application Details view, click the VLC media player 3.0.21 hyperlink directly above the star icons in the Name column.
  8. From the Summary tab, there is a window, titled, Assignment and Install Details. The device count for Not Installed is 2.
  9. To see device assignment and install status details, click the Devices tab.
  10. Under the App Status column, Not Installed appears for the Windows endpoints.
  11. In the navigation pane on the left, select Devices > Devices.
  12. Click the Craig W11CLIENT-01A hyperlink.
  13. Click the Apps tab.
    Under App Status, VLC media player 3.0.21 shows Not Installed.
    Under Installation     Status, VLC media player 3.0.21 shows Device Eligibility Check Failed.
  14. In the navigation pane on the left, select Resources > Native Apps.
  15. On the Internal tab, click the Edit (pencil) icon next to VLC media player 3.0.21.
    The Edit Application - VLC media player 3.0.21 dialog box appears.
  16. Click the Deployment Options tab.
  17. Under When to Install, review the preinstallation requirements.
    • Disk Space Required: 0 KB
    • Device Power Required: 0
    • RAM Required: 16 GB
  18. Connect to the w11Client-01a VM.
  19. On the w11Client-01a VM Windows taskbar, click the File Explorer icon.
  20. In the navigation pane on the left, right-click This PC and select Properties.
    The About page for the w11Client-01a device appears in the Settings window.
  21. Verify that a value of 8.00 GB appears next to Installed RAM.
  22. Close the Settings window.
  23. Close File Explorer.
  24. Return to the uem-01a VM and go back to the UEM console in Google Chrome.
  25. In the Edit Application - VLC media player 3.0.21 dialog box, change the value to 0 in the RAM Required text box.
  26. Click Save & Assign.
    The VLC media player 3.0.21 - Assignment dialog box appears.
  27. Click Save.
    The VLC media player 3.0.21 - Preview Assigned Devices dialog box appears.
  28. Click Publish.
  29. On the w11Client-01a VM Windows taskbar, enter VLC in the search box.
    The VLC media player application should now appear in the search results.
NOTE
The VLC media player application might take up to 10 minutes to download and install.
  1. (Optional) If VLC media player application does not appear, force a synchronization from the Windows endpoint. On the w11Client-01a VM desktop, double-click the Workspace ONE Intelligent Hub shortcut.
    1. On the w11Client-01a VM desktop, double-click the Workspace ONE Intelligent Hub shortcut
    2. Click the Craig user icon in the bottom-left corner of the window.
    3. Under w11Client-01a, click Sync Device.
    4. On the w11Client-01a VM Windows taskbar, enter VLC in the search box.
      The VLC media player application should now appear in the search results.
  2. (Optional) If the VLC media player application still does not install on the Windows endpoint, force the application to install from the Workspace ONE UEM console.
    1. On the uem-01a VM Windows taskbar, click the Google Chrome icon to return to the Workspace ONE UEM console.
    2. In the navigation pane on the left, select Devices > Devices list view.
    3. Click the Craig W11CLIENT-01A hyperlink.
    4. On the Devices Details View page, click the Apps tab.
    5. Click the VLC media player 3.0.21 button and then click Install.
    6. When the prompt asks whether you want to continue, click OK.
  3. Close the search results window.

Task 2: Troubleshoot a Problem with an Internal Application Upload

Scenario: A Omnissa administrator at Techseals was assigned to distribute Microsoft Teams to all enrolled Windows devices. However, the Microsoft Teams application did not upload to the Workspace ONE UEM console.

Root cause: You discover that the application cannot be uploaded because it exceeds the maximum file size limit.

You increase the maximum size limit for uploaded files and upload the Microsoft Teams application.

  1. Open the Workspace ONE UEM admin console.
    1. On the uem-01a Windows taskbar, click the Google Chrome icon.
    2. If prompted, log in to Workspace ONE UEM.
      • Username: admin
      • Password: Pa$$w0rd
  2. On the Workspace ONE UEM console menu bar, verify that North America is selected from the Organization Group drop-down menu.
  3. In the navigation pane on the left, select Resources > Apps > Native Apps
  4. Click the Internal tab.
  5. Click Add Application.
    The Add Application dialog box appears.
  6. Upload the Microsoft Teams application to Workspace ONE UEM.
    1. In the Application File row, click Upload.
    2. Click Choose File.
    3. Navigate to the Downloads folder.
    4. Select the Teams_windows_x64.msi installation file.
    5. Click Open.
      In the Add dialog box, a Max Allowed File Size: 1 MB message appears, and you cannot click Save.
  7. Click Cancel to close the Add dialog box.
  8. Click Cancel to close the Add Application dialog box.
  9. Log in to the Workspace ONE UEM admin console with a different administrator account.
    1. In the Google Chrome menu bar, click the vertical ellipsis icon in the upper-right corner to open the main menu.
    2. Select New incognito window.
    3. From the bookmarks bar, select UEM.
    4. Log in to the Workspace ONE UEM console using a global administrator account.
      • User name: Globaladmin
      • Password: Pa$$w0rdPa$$w0rd
NOTE
The Workspace ONE UEM global administrator account has a Global administrator role and has the highest-level permissions. It exists in every on-premises Workspace ONE UEM environment.  For SaaS-hosted Workspace ONE UEM environments, the global administrator account is controlled by the Omnissa SaaS team.
  1. On the Workspace ONE UEM console menu bar, make sure that Techseals is selected from the Organization Group drop-down menu.
  2. In the navigation pane on the left, select Groups & Settings > All Settings > Admin > Storage.
NOTE
In an on-premises Workspace ONE UEM environment, a customer can modify the storage settings from the Global OG.
In a SaaS Workspace ONE UEM environment, the administrator must contact the Omnissa support team to modify the storage settings.
  1. Click the pencil icon next to Techseals.
  2. In the Current Setting row, verify that Override is selected.
  3. In the Apps & Books row, the value is 100 in the Max File Size text box.
  4. Change the Max File Size to 200, then click Save.
  5. Click x in the top-right corner to close the Incognito window.
  6. On the Workspace ONE UEM console menu bar, verify that North America is selected from the Organization Group drop-down menu.
  7. In the navigation pane on the left, select Resources > Apps > Native Apps.
  8. From the Internal tab, click Add Application.
  9. Upload the Teams_windows_x64.msi file to Workspace ONE UEM.
    1. Click Upload.
    2. Click Choose File.
    3. In the Lab Activities folder, select the Teams_windows_x64.msi file.
    4. Click Open. You can now upload the application without a file size restriction.
    5. Click Save. NOTE: The upload can take several minutes. Please be patient.
    6. On the Add Application dialog box, click Continue.
      The Add Application - Teams Machine-Wide Installer... dialog box opens.
  10. Leave the default application configuration and click Save & Assign. The Teams Machine-Wide Installer - Assignment wizard opens.
  11. Assign the Microsoft Teams application to your enrolled Windows endpoints.
    1. Enter Microsoft Teams Assignment in the Name text box.
    2. From the Assignment Groups drop-down menu, select NA Sales (North America).
    3. For App Delivery Method, verify On Demand is selected.
    4. Leave the default values for the other settings and click Create.
  12. Click Save.
  13. Click Publish.

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