5V0-62.22 Questions and Answers

The service that the organization administrator has direct control over to enable verbose logging to troubleshoot this issue is ACC (AirWatch Cloud Connector) service. ACC is a service that integrates Workspace ONE UEM with internal enterprise systems, such as Active Directory or Certificate Authority. ACC enables Workspace ONE UEM to use internal resources without exposing them to the Internet. If some users are unable to enroll their devices using their Active Directory accounts, it could indicate that there is a problem with ACC configuration, connectivity, or synchronization. Enabling verbose logging for ACC can help identify and troubleshoot the root cause of the issue.

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 limit3. 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 action that the administrator should take to resolve this status is to contact the user and ensure the iOS device is unlocked and powered on. The NotNow status means that the device has received the profile but has not installed it yet2. This could be because the device is locked, powered off, or has a pending user action. The administrator should ask the user to unlock the device, power it on, and accept any prompts or notifications related to the profile installation.

 The three actions that can be enabled for users to self-manage devices through the Self-Service Portal are generate targeted log, upload SMIME certificate, and sync device. 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 unenroll. Users can also generate targeted log to collect device logs for troubleshooting purposes, upload SMIME certificate to enable secure email communication, and sync device to update device information and settings in the Workspace ONE UEM console.

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 console page that would confirm a potential configuration change is Monitor > Reports & Analytics > Events > Console Events. This page allows the administrator to view and filter the events that occurred in the Workspace ONE UEM console, such as configuration changes, user actions, system errors, and so on. The administrator can use this page to find out if a configuration was enabled by mistake that caused the error.

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 logging level for AirWatch Cloud Connector should be changed in the CloudConnector.exe.config file. This file contains various settings for ACC (AirWatch Cloud Connector), such as logging level, proxy settings, service URLs, and so on. The administrator can edit this file to change the logging level for ACC from default to verbose or debug, which can provide more detailed information for troubleshooting purposes.

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 administrator configured the Office 365 service account incorrectly. The Office 365 service account is an account that Workspace ONE UEM uses to connect to the Exchange Online server via PowerShell and perform email management tasks, such as quarantine, wipe, or block. If the Office 365 service account is configured incorrectly, such as using an invalid username, password, or domain, Workspace ONE UEM will not be able to connect to the Exchange Online server, and the PowerShell integration test connection will fail. The administrator should check and correct the Office 365 service account settings in Workspace ONE UEM.

The Content Gateway certificate on the organization’s UAG is invalid. The Content Gateway certificate is a certificate that allows UAG (Unified Access Gateway) to communicate with Workspace ONE UEM and provide secure access to content on file servers on the internal network. If the Content Gateway certificate is invalid, expired, or mismatched, UAG will not be able to establish a secure connection with Workspace ONE UEM, and the Content Gateway edge service will show a red health check indicator. The administrator should check and renew the Content Gateway certificate if needed.

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.

Flushing the cache via the Workspace ONE UEM console. Memcached is a service that caches data in memory for faster access and performance. If a configuration value is updated in Workspace ONE UEM, it may take some time for Memcached to refresh the cached data and reflect the new value. Flushing the cache via the Workspace ONE UEM console can force Memcached to clear the cached data and update it with the latest value.