This article will cover and train you to troubleshoot the logs from the Secure Remote Worker product. Many concepts apply to the ThinKiosk product; remember, if you have an error severity, there is a high possibility you have an issue.

 

CONSOLE CONFIGURATION ISSUES
 

Error , , ReadConnectionConfiguration, Failed to read management server connection detatils : Invalid management server uri/credentials

CAUSE: 
→ The application can't register to your management server.
 

SOLUTION:
→ Verify your management server URI is correct and can be accessible from the browser.
→ Accessing your MGMT URI from the browser ensures the certificate is not expired. 
→ Check if you miss a typo or add spaces on the URL or Registration Key field.
→ Check if your Access Key is correct.
→ Check if your SCI (Single Click Installer) configuration is correct on the ThinScale Portal.
→ Check if your deployment script is correct on the SCCM (ThinKiosk).

Error , ,AttachVirtualVolume ,"Exception: System.Exception: Failed to attach VHD. Error : 0x20
   at ThinScale.Core.VirtualDisk.AttachVHDX(IntPtr vhdHandle, String& physicalDiskPath, String& volumeName)
   at a0.a(VVI A_0, Boolean A_1, String A_2)"
   
Error , ,CreatePersonaDisk  ,DualPersona : HE DP Virtual Disk not assigned
Error ,  ,PipeCallbackInit  ,Failed to enable DualPersona

Error ,  ,PipeCallbackInit  ,"Exception in Pipecallback: System.Exception: Failed to enable DualPersona
   at ThinKiosk.ServicesCore.StartupHandler.j(String A_0)"   

CAUSE: 
→ The application can't launch because the Virtual Disk is missing.
 

SOLUTION:
→ Check if the Virtual Disk (Dual Persona or Temporary Storage) is assigned to the folder and if the size matches the settings configured on the profile. Please check the KB Management Console Virtual Disks.
→ It's possible that certain 3rd party antivirus software may interfere.  If one is present, please review our whitelisting recommendations:
for 7.x versions
for 8.x versions
→ Also check the rest of the log for Network Related Issues (please see below) because if there is a client-side network issue, it's possible the download of the disk is not completing successfully

NETWORK RELATED ISSUES
 

Information, CI, SignalR, Failed to start connection. Error getting negotiation response from 'https://YOUR_URI/tstmgmt/hub/device'. Error

Error ,CI, _hubConnection_Closed, Hub connection closed due to error: System.OperationCanceledException: Reconnect retries have been exhausted after 5 failed attempts and 01:51:43.0101132 elapsed. Disconnecting.

Warning, CI, _hubConnection_Reconnecting, "Hub reconnecting: System.TimeoutException: Server timeout (30000,00ms) elapsed without receiving a message from the server."

Error, CI, _hubConnection_Closed, Hub connection closed due to error: System.OperationCanceledException: Reconnect retries have been exhausted after 5 failed attempts and 00:00:42.1306363 elapsed. Disconnecting.

CAUSE: 
→ The application can't communicate with your management server. 
 

SOLUTION:
→ Verify the communication between the endpoint and your management console. If you need assistance, please reach out to your Network Admin. 

CLIENT-SIDE ISSUES

Error ,  ,VerifyInstallationDirectory ,Unauthorised binary : C:\Program Files (x86)\SRW\chat.exe
ThinScale ,Error ,  ,PipeCallbackInit ,"Exception in Pipecallback: System.Exception: Error Code : 10
   at x.c()
   at ThinKiosk.ServicesCore.StartupHandler.j(String A_0)"
   
ThinScale ,Information , ,SPInit_Closed ,Init has closed

CAUSE: 
→ An unauthorized file has been added to the ThinScale folder (chat.exe).
 

SOLUTION:
→ The logs will report the extra file not belonging to the Secure Remote Worker installation folder, verified by our manifesto. Please report the extra file to your IT security team. Removing the unidentified files will allow the application to run.