Troubleshooting
If your deviceTRUST installation or configuration does not work as expected, then the Knowledge Base is a useful resource for common problems and resolutions. The following sections detail some useful knowledge base articles depending upon your deployment scenario:
Scenario: Remote
In remote scenarios, deviceTRUST transports the context information from the user’s remote device to the virtual session where the configuration is enforced. Please check the following knowledge base articles:
- Step 1: Make sure that you have a valid license
- Step 2: Check that your contextual security policy has been saved and deployed
- Step 3: Check that the user is managed by deviceTRUST
- Step 4: Check that the deviceTRUST Client Extension is installed on the remote device
- Step 5: Check that Citrix Virtual Channel Security is configured (Citrix Only)
- Step 6: Check that your contexts are correctly defined
- Step 7: Exclude specific users from the deviceTRUST policy
- Step 8: Check that the deviceTRUST Agent service is running
- Step 9: Check that you are using the latest deviceTRUST version
Scenario: Local
In local scenarios, deviceTRUST collects context information and executes actions locally. Please check the following knowledge base articles:
- Step 1: Make sure that you have a valid license
- Step 2: Check that your contextual security policy has been saved and deployed
- Step 3: Check that the user is managed by deviceTRUST
- Step 4: Check that your contexts are correctly defined
- Step 5: Exclude specific users from the deviceTRUST policy
- Step 6: Check that the deviceTRUST Agent service is running
- Step 7: Check that you are using the latest deviceTRUST version
Open a support ticket with us
Additional articles may be found by searching the Knowledge Base. However, if none of these steps help or if you have any further questions, feel free to open a ticket via our support contact form.