5V0-62.22 VMware Workspace ONE 21.X UEM Troubleshooting Specialist Questions and Answers

 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 VMware Workspace ONE UEM service or component logs that should be gathered by the administrator to determine a root cause are Device Services logs. Device Services is a component of Workspace ONE UEM that handles device enrollment, management, and communication. Device Services also hosts the AWCM service, which is responsible for delivering push notifications to devices. If iOS devices are unable to enroll using basic users, it could indicate that there is a problem with Device Services configuration, connectivity, or synchronization. The administrator should gather and analyze the Device Services logs to identify and troubleshoot the issue.

The AWCM page that would provide a detailed summary of the health of the AWCM service is /awcm/healthv2.  This page displays various information about the AWCM service, such as version, uptime, memory usage, threads, connections, messages, and errors 1 . This page can help monitor and diagnose the performance and status of the AWCM service.

The root cause of this issue is that Workspace ONE Assist agent failed to connect to the Workspace ONE Assist server.  The request timeout error indicates that the Workspace ONE Assist agent did not receive a response from the Workspace ONE Assist server within the specified time limit 3 . This could be due to network issues, firewall settings, or authentication problems. The administrator should check and resolve these issues to enable remote sessions using Workspace ONE Assist.

The statement that describes the root cause of this issue is that the protocol https:// is missing in the Secure Email Gateway hostname value. The Secure Email Gateway hostname value is the URL that Workspace ONE UEM uses to connect to the Secure Email Gateway edge service on UAG and perform email management tasks, such as quarantine, wipe, or block. The protocol https:// is required to indicate that the connection is secure and encrypted. If the protocol https:// is missing, Workspace ONE UEM will not be able to connect to the Secure Email Gateway edge service, and the test connection will fail. The administrator should add the protocol https:// to the Secure Email Gateway hostname value.

 The form of logging that should be used to accomplish this goal is device-based targeted logging.  Device-based targeted logging allows the administrator to enable debug logging for multiple devices at once, based on various criteria, such as platform, model, ownership, and so on 1 . Device-based targeted logging can help collect more detailed information about device events, actions, and errors for troubleshooting purposes.

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 devices 3 . 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 reason that this problem is occurring is that the Workspace ONE UEM Console stopped communicating with VMware AirWatch Cloud Messaging (AWCM).  AWCM is a service that delivers push notifications to devices and enables device-based commands from the Workspace ONE UEM Console 3 . If the Workspace ONE UEM Console cannot communicate with AWCM, it will not be able to send commands to devices, such as “Lock Device”. The administrator should check and resolve any issues with AWCM connectivity.

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.

According to the Device enrollment issues with Workspace ONE article 3 , 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 issue 3 .

The log file that should be viewed is On the Device Services Server \Logs\Services\InterrogatorQueueService.log. InterrogatorQueueService.log is a log file that records the profile samples from devices and updates them in the Workspace ONE UEM console. Profile samples are data that show the status and details of profiles installed on devices. If profile status on multiple devices is not updating, it could indicate that there is a problem with InterrogatorQueueService configuration, connectivity, or performance. The administrator should view and analyze the InterrogatorQueueService.log file to identify and troubleshoot the issue.

The component that should be focused on when troubleshooting this device connectivity issue to VMware Workspace ONE UEM is Device Services. Device Services is a component of Workspace ONE UEM that handles device enrollment, management, and communication. Device Services also hosts the AWCM service, which is responsible for delivering push notifications to devices.  If Device Services is not working properly, devices may not be able to check in with Workspace ONE UEM or receive profiles, commands, or policies 3 .

 The two root causes that could possibly cause this problem are that the device has not checked in with the Workspace ONE UEM tenant, and that the Policy Engine Service is not running.  The device check-in is a process that updates the device status and information in the Workspace ONE UEM console 3 . If the device has not checked in with the Workspace ONE UEM tenant, it will not receive the latest compliance policy or report its compliance status. The Policy Engine Service is a service that evaluates and enforces compliance policies on devices. If the Policy Engine Service is not running, it will not be able to detect or remediate non-compliant devices. The administrator should check and resolve any issues with device check-in and Policy Engine Service.

The VMware Workspace ONE UEM console configuration page that would be used to enable debug logging for a specific device is Groups & Settings > All Settings > Admin > Diagnostics > Logging 5 .  This page allows administrators to enable debug logging for a specific device or a group of devices based on various criteria, such as platform, model, ownership, and so on 5 . Debug logging can help collect more detailed information about device events, actions, and errors for troubleshooting purposes.

The communication path that should be reviewed is AWCM outbound to UAG.  AWCM (AirWatch Cloud Messaging) is a service that delivers push notifications to devices and enables device-based commands from the Workspace ONE UEM Console 3 . AWCM also communicates with UAG (Unified Access Gateway) to send server traffic rules for tunnel to proxy certain URLs. If AWCM cannot communicate with UAG, the server traffic rules will not be updated on UAG and the sites/apps will be proxied incorrectly. The administrator should check and resolve any issues with AWCM outbound to UAG communication.