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

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 the organization administrator should enable verbose logging to resolve 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 “Test Connection” fails when configuring a shared SaaS Workspace ONE UEM environment to use an internal Active Directory Certificate Authority, 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 issue4.

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.

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 connection flow that should be examined to gain this insight is device connection to 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 devices have stopped updating their last seen time within the console, it could indicate that there is a problem with device connection to Device Services. The administrator should check and resolve any issues with device connection to Device Services.

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 VMware Workspace ONE Assist Agent mode that will meet this requirement is Attended Mode. Attended Mode is a mode that requires user consent and presence for remote sessions. The user can see and control the remote session, and can also pause or end it at any time for enhanced privacy2. Attended Mode also allows the user to approve or deny many of the remote actions, such as file transfer, command execution, or device information access2.

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 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.